Team Leader – Customer Service Centres

APHA is a brilliant place to work where our people feel valued, have a voice and can be their authentic selves. We value difference and diversity, not only because we believe it is the right thing to do, but because it will help us be more innovative and make better decisions.

Are you passionate about leading people and do you have the ability to coach and drive team performance to achieve performance and quality outputs?

Can you lead others through change and motivate them to reach their full potential?

Would you like the opportunity to work in a fast-paced, challenging but rewarding role with opportunities to influence how we deliver services across our business and make a difference to the experience of our customer?

Roles available:

1 Permanent role

1 Fixed Term Appointment (FTA) until 31st March 2025

Roles will be offered in merit order, with the highest scoring candidate being offered the permanent role.

As a Team Leader for the CSC you will be expected to, ensure the delivery of service level agreements (SLA's) for a diverse work area, working with EO colleagues to deliver workforce planning and specific work area led targets. You will play a major part in CSC wide delivery of common goals and leading by example.

The positions are customer facing and will suit those who have an ability to communicate well to a diverse group of customers.

You will be engaging with a broad range of partners and forming relationships with colleagues across the wider Defra team.

Please note that your role may involve overseeing removal of diseased animals to an abattoir, liaising with farmers and their agents overcompensation valuations and payments (TB operational Delivery roles only).

The key responsibilities include, but are not limited to:

Leadership

To act as part of the Management structure, leading a team and taking ownership and responsibility for actions and initiatives within that structure.

People Management

To be familiar with and implement APHA People Policies and action as appropriate. Proactively manage the performance, conduct and attendance of the team, reviewing performance on a regular basis and establishing performance improvement plans where these are necessary.

Target Delivery

To manage your own team’s workload and prioritise and communicate expected targets. Demonstrate an awareness of resource constraints and potential issues or difficulties and take a proactive approach to dealing with these, identifying issues and offering solutions, making senior managers aware as appropriate.

Customer Service

To manage and monitor customer service delivered across the Business Unit providing both positive feedback and constructive improvement advice to the administration team as and when required.

The minimum number of hours the CSC would permit someone to work part-time would be 3 x 7.24 hours a week