Customer Services Team Leader at Newcastle University

The Person (Essential)

Knowledge, Skills and Experience

• Previous experience of providing a professional service in a busy face to face customer services environment
• Experience of supervising / managing people, preferably within a customer focussed business
• Excellent interpersonal and communication skills, both orally and in writing
• Experience of working to policies, processes and procedures
• Strong IT skills, including Microsoft Office, and experience of using a range of web based software
• High levels of numeracy and accuracy

Attributes and Behaviour

• Able to work effectively as a member of the team and to develop effective working relationships with colleagues and external contacts
• Prioritises tasks in a clear and accomplished manner to ensure optimal service needs
• Excellent planning and organisational skills
• Influencing, persuasion and negotiation skills
• Accepts the reality and requirements of change as part of achieving organisational goals, including flexibility in working hours and patterns to meet business needs
• Has a continual improvement mindset, working towards optimising service and changing demands
• A strong creative and problem-solving ability to overcome obstacles or challenges you may face

Qualifications

• Educated to a minimum of 5 GCSE grade A-C Grade 4 and above (including Mathematics and English) or equivalent standard by experience
• NVQ Level 2 in Customer Services (Desirable)