26.113 EO Customer Services Team Leader

Job summary

DBS Customer Services is a multi-award-winning department providing a diverse range of services for our customers. We aim to get it right first time to ensure customer satisfaction with our service. Customer Services has an FTE of approx. 140, and work alongside a dedicated initial contact centre.

Our Customer Service Team Leaders are passionate about providing excellent customer service in a fast-paced environment, with safeguarding at the heart of what we do. You will join a supportive and welcoming team, where full training will be provided in the role. You will therefore have a willingness to learn, be keen to support and help others, drive change and continuous improvement, with a dedication to providing a high-quality service to the public.

Reporting to your Higher Executive Officer, you will have responsibility for direct line managing teams of up to 10 Customer Service agents.

Customer Services Teams will have many tasks, including:

• Customer enquiries
• Customer complaints
• Disputes against certificates
• Conflicted information - liaising with local police forces
• Correspondence – (fingerprints, withdrawals, W59)
• Reporting of Customer Services Data Breaches
• Quality Assurance
• Customer Service Excellence
• Oasis –Specific Barring functions (SARS, Barring Telephony, Barring Enquiries and Information Sharing)

You will oversee and manage a flexible resource across these multiple workstreams simultaneously, ensuring performance, productivity, quality and staff development.

You will be a lead point of contact in case of any escalations both internally and externally.

You will have a proven track record of working in a Customer Service environment and working to robust timescales whilst maintaining a high standard of quality.

You will have strong verbal and written communication skills.

You will periodically attend the office as part of a management rota, from 9am-5pm

Job description

Requirements of this role are for you to:

• manage resources both in the office and remotely across the team to ensure there is adequate cover to meet work demand
• be the point of contact for your team to deal with any complex queries
• ensure agreed team outputs and quality targets are met
• conduct regular monthly reviews with team members to discuss their own and team performance, providing honest, constructive feedback and support their development
• effectively manage sickness absence and challenge unsatisfactory performance or standards of behaviour in line with relevant HR procedures
• work collaboratively with colleagues within your team, Customer Services, and the wider DBS to gain relevant information, share best practice and identify efficiencies to continually improve the service we offer to our customers
• work with your line manager to identify development opportunities and undertake relevant training to keep your skills up to date, ensuring continued effectiveness within the role
• demonstrate your flexibility by getting involved in other relevant tasks, either voluntarily or through management delegation
• communicating effectively with your teams to ensure that policies and procedures are understood and implemented.
• proactively working with your team to identify any continuous improvement initiatives.
• be part of a management rota to ensure onsite office cover from 9-5

There is an expectation that the successful candidate will be available to undertake full time office-based training for a minimum of 4 weeks.

Person specification

Essential Criteria:

• Evidence of effective leadership within a busy customer service or operational department, managing multiple workstreams successfully
• Ability to compile and analyse complex and changing data to ensure targets are met and accurate forecasting applied
• Excellent time management across multiple workstreams
• Experience of leading and developing teams within a busy Customer Service environment
• Strong people skills, e.g. Improving culture, performance and engagement
• Working individually or in a team to deliver a high-quality, customer-focussed service within agreed and challenging timescales

Desirable Criteria:

• Knowledge of end-end DBS application process
• Proficient IT user with a strong working knowledge of Microsoft Word/Excel

Further information:

This role is available on a hybrid, or office basis. Initially, the successful candidate will have a contracted base of Liverpool.

Employees can apply for remote or hybrid work from day one. If approved, the arrangement will start after six months for transfers from Home Office or after completing probation for new joiners. Requests will be considered based on business needs and role requirements. Informal hybrid working arrangements are also available from day one, subject to business needs and role requirements and will be discussed further following any job offer.

To view the DBS Recruitment and On-boarding Privacy Notice, please click the link below:

DBS Recruitment and On-boarding Privacy Notice - GOV.UK (www.gov.uk)

This privacy notice covers personal data collected during the recruitment, security clearance and on-boarding process.

Behaviours

We'll assess you against these behaviours during the selection process:

• Leadership
• Changing and Improving
• Communicating and Influencing
• Developing Self and Others

Benefits

Alongside your salary of £30,993, Disclosure & Barring Service contributes £8,978 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

The DBS offers a number of excellent benefits for its employees. These can include:

• Generous annual leave entitlement
• Excellent maternity, paternity and adoption schemes (after a qualifying period)
• Commitment to the health and wellbeing of our employees
• Employee Assistance Programme
• Flexible working opportunities
• Eyecare voucher scheme
• Occupational Health Service including referrals for counselling and physiotherapy
• 24/7 Counselling and Wellbeing Service
• A Civil Service Pension with an employer contribution of 28.97%

The DBS vision and purpose is to make people safer by being a visible, trusted and influential organisation, providing an outstanding quality of service to all our customers and partners, where our people understand the important safeguarding contributions they make and feel proud to work here. To do this, the DBS is committed to being an employer that is able to attract, develop, retain and engage diverse talent that is representative of the communities we serve, and to be an organisation providing outstanding service to all our existing and new customers, who are diverse and have a range of different needs. We want all our staff to be able to bring their ‘whole self’ to work.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken