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
