Bi-Lingual Customer Service Team Leader

Are you fluent in spoken and written Welsh and English?

Have you got great interpersonal skills?

If the answer is yes, then read on .

We are seeking a motivated Team Leader to join our small Welsh Language Customer Service team in Porthmadog who will lead a team that delivers exceptional bilingual Customer Service across a range of HMRC services.

HMRC, along with all government departments, has set out to provide our Welsh language services as agreed with the Welsh Language Commissioner under the 1993 Welsh Language Act.

As the Team Leader, you will lead your team in delivering an efficient and high-quality range of Welsh language services directly to those customers who wish to communicate with HMRC in Welsh.

• You will be responsible for a team that delivers vital Customer Services across telephone, correspondence and digital channels.
• Your role will include coaching team members to meet and exceed Customer Service standards whilst planning and prioritising workloads.
• You will help drive continuous improvements and be able to adapt to changing priorities.
• You will speak Welsh to colleagues and customers on a broad range of topics every day and receive Welsh language training to support you in this role.

• Leading, coaching, and motivating a team of Customer Service advisors to foster a high-performance culture focused on delivering an excellent client experience.
• Planning and assigning workloads, setting performance goals, monitoring progress, and providing feedback and development opportunities.
• Analysing operational data, identifying trends and areas for improvement, and finding solutions to enhance team efficiency and effectiveness.
• Collaborating with others to implement quality assurance practices and introduce operational changes.
• Demonstrating strong leadership presence on team calls, email communications, and in meetings.

Essential Criteria

• Applicants must be confident and proficient in both spoken and written Welsh and English to effectively communicate in both languages.
• Experience within a Customer Service environment.
• Requirement of 60/40 in office attendance.

• Learning and development tailored to your role.
• An environment with flexible working options.
• A culture encouraging inclusion and diversity.
• A Civil Service pension with an average employer contribution of 27%.