The purpose of the deputy coordinator role is to support the overall successful operational management of the city helpdesk. This includes managing a team and ensuring high standards of performance from staff, and ensuring resources are effectively deployed to ensure the best possible service is provided to our customers.

The deputy coordinator reports to and will deputise for the city helpdesk coordinator, assuming operational responsibility in the absence of the coordinator.

The deputy coordinator will also understand and be able to perform the duty officer role, ensuring a good understanding of the operational management of the helpdesk on a day to day basis and having the ability to cover duty in the absence of the duty officer.

The deputy coordinator will take on a range of responsibilities, including: • managing a team of staff, including apprentices, advisors and officers and undertaking all line management duties including, staff inductions, supporting and mentoring staff through 1-2-1s and PDRs, managing performance to ensure staff achieve their targets around call quality and productivity, and managing sickness absence • assisting with recruitment • creating a daily rota, taking staff skill levels, trends in demand and ad hoc issues into account, and working with the duty officer to implement • managing leave, taking staff skills levels and trends in demand into account • working with the senior customer service officer (training) to ensure training is developed and scheduled, based on data, to ensure staff are skilled to meet demand • undertaking the change control process, understanding and rolling out changes, updating work instructions and passing training needs to the senior customer service officer (training) • capture and analyse relevant data/information from helpdesk systems and staff feedback to inform a variety of decisions within the city helpdesk, and to support the move to digital customer service • working with staff to monitor and improve call quality, using regular call evaluations • working with staff to manage their error rates by monitoring data and recommending improvements/changes, working with the senior customer service officer (training) as and when appropriate • covering the duty role as and when necessary to ensure

As there will be two deputy coordinator positions, it is anticipated the work will be divided between the two post holders with one deputy coordinator assuming lead responsibility for resources and the other assuming lead responsibility for performance. Assignment of lead responsibilities will be rotated, so both deputy coordinators build and maintain their skills across all areas of the business.

Like all roles in the Communities and Communications directorate, the deputy coordinator will need to be flexible and willing to adapt to a rapidly changing business. The post holder may be required to work in and support other areas of the wider directorate.

Who is the person?

You need to have: • Proven track record of customer service experience • Proven experience of managing a team to deliver a level of excellence in customer Service across all channels through CHD • Managing HR and staff welfare issues • IT skills including current CHD systems, as well as Microsoft office • Mentoring, coaching and developments skills • Experience of working towards, and achieving, stated performance targets • Strong communication skills across all channels • Ability to use initiative and proven decision making skills • Ability to prioritise according to reactionary and planned business needs • Understanding of DPA and FOI • Understanding of change control management and full roll out procedure • Proven track record of delivering performance • Understanding of political issues and local authority processes • Mentoring staff to achieve through skills for life, NVQ's and other professional qualifications.

This position is will be a job share part-time: up to 18.5 hours per week

Closing time/date, 17:00, on the 7th of July 2016 Applications received after this may not be considered. Interviews will be held on 14th of July 2016

How to apply : Please see attached documents at the bottom of the job page and ensure you fully read and follow the guidance.