Job Description

You will lead and manage a team to deliver an efficient and customer-focused application process for customers applying for taxi and private hire licenses. With the application process forming a vital part of the Council’s work in protecting public safety, you will need to understand the role of taxi licensing services in safeguarding members of the public, as well as ensuring the service is customer-focused, it will be just as important that the post holder ensures that there are processes in place to check and accurately verify all applications received.

You will be responsible for the effective day-to-day operation of the team, resolving any escalated or complex issues as they arise. As well as responding to the day-to-day challenges of managing a busy team, proficient in using CRM systems to interrogate data to identify work pressures and priorities. You will also need to contribute to budget monitoring and ensure that financial procedures are followed so that the service recovers all licensing fees owed.

• Lead, manage and motivate a team of contact officers to provide a taxi licensing service that delivers a smooth and positive experience for customers at all times
• Ensure the effective day-to-day operation of the customer contact team, resolving any escalated or complex issues as they arise.
• Ensure that the team are coached, trained, and supported and have the skills and knowledge they need to do their jobs effectively
• Ensure that, as far as possible, customer queries and issues are resolved at the first point of contact
• Robustly monitor performance standards and data (including call volumes and waiting times), identifying trends and reporting on these as required.
• Take the initiative to improve the service and devise more efficient ways of working where appropriate, including through system improvement and digital technology
• Contribute to the monitoring of budgets, ensuring that all fees are recovered in line with financial procedures that invoices are raised and reconciled and banking is undertaken to service timescales.

Required Knowledge, Skills, and Abilities

The ideal candidate will have previous experience working in a customer-facing role, ideally in a regulatory environment (or similar). As the application process is changing to become entirely digital, you’ll need to have strong ICT skills. Our work in taxi licensing involves carrying out important checks to ensure public safety, so you will need to be someone who can support others to achieve a high level of attention to detail and ensure that procedures are followed. Our procedures will need to be continually improved, so you’ll be a candidate who takes the initiative to analyze performance data, solve problems and make service improvements. You will be a strong team player who possesses good communication skills and is able to work with others to deliver positive outcomes.

The ideal candidate will be a strong team player who possesses excellent communication skills. You must be able to manage your own workload, regularly reviewing and prioritizing as necessary. The team you will be supervising processes high volumes of applications, so we are looking for a person who is able to motivate and coach others to do their best.