Team Leader - req23623

Would you like to be part of something bigger and join us in our ambition to become the Best City, working together as a Team for Leeds. Do your values match ours and do you have something to offer?

Leeds City Council delivers over 500 different services to residents and is dedicated to bringing the benefits of a prosperous, vibrant and attractive city to the people of Leeds. This is a fantastic time to join us.

We are looking for a Team Leader to lead a team to ensure that a responsive, professional service is provided to customers and partners to support crime reduction, in line with the Safer Leeds Plan. The Team Leader will be responsible for the training, ongoing coaching development and performance management of a multi-service team, which delivers a comprehensive, round the clock, 365 days per year service.

As a Team Leader you will

Ensure that a responsive, professional service is provided to customers and partners during the shift to support crime reduction, in line with the Safer Leeds Plan. For example, this includes the following services:

• CCTV Monitoring
• Alarm Response Service
• City Centre Vehicle Access System
• Out of Hours Call Centre

Be responsible for the training, ongoing coaching development and performance management of a multi-service team, which delivers a comprehensive, round the clock, 365 days per year service.

What you will bring to the role

• Excellent customer service and putting the customer at the heart of everything you do.
• Ability to provide leadership that supports, enables and develops staff to achieve results.
• Ability to monitor and manage performance of a team effectively, and to set objectives for that team and review on a regular basis.
• Ability to undertake day to day supervision of staff, including carrying out appraisals and coaching and development functions.
• Ability to work effectively as part of the management team.
• Experience in this field or previous SIA Security training would be advantageous but not essential.

For an informal conversation about the role please email leedswatchpr@leeds.gov.uk with your contact details and a member of the team will call you.

Benefits of working with us

We pride ourselves on offering the best employee experience, with a genuine commitment to keeping our colleagues safe and well at work. You can expect great benefits whilst working for us including:

• a competitive pay progression structure including generous employer pension contributions
• flexible career paths with tailored personal and professional development
• support for you, your home and your family including personal, and financial support

For more information about our benefits please see the benefits section of our jobs page.

Leeds City Council are committed to promoting and living our values of being open, honest and trusted ~ treating people fairly ~ spending money wisely ~ working as a team for Leeds ~ working with communities

We promote diversity and want a workforce that reflects the population of Leeds and the communities we serve. Leeds City Council is an Inclusive employer, ranked 70 on the Stonewall top 100 employers 2023 list. We are also an Age friendly employer, a Mindful employer and a Disability Confident leader.

All new Leeds City Council appointments are made subject to the satisfactory completion of a six month probationary period.

This role is based in the UK. Employment is conditional on confirmation of the right to work in the UK - either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa. If you do not have the right to work in the UK and the role does not meet eligibility for sponsorship, please consider carefully whether you meet the eligibility to apply.

Job Description

Job purpose

To ensure that a responsive, professional service is provided to customers and partners during the shift to support crime reduction, in line with the Safer Leeds Plan. For example, this includes the following services:

• CCTV Monitoring
• Alarm Response Service
• City Centre Vehicle Access System
• Out of Hours Call Centre
• To be responsible for the training, ongoing coaching development and performance management of a multi-service team, which delivers a comprehensive, round the clock, 365 days per year service.

Special conditions this post is subject to a higher level Police Vetting check. Please note that a criminal record will not necessarily be a bar to obtaining employment; this will depend on the circumstances and background to any offence.

Responsibilities

• To undertake day to day management of the team, including responsibility for reviewing staff performance and progress, through the Council’s appraisal and performance management process and completing personal development plans
• To assist in the day to day deployment of staff ensuring that enough staff are on duty to fulfil the services commitments.
• To ensure appropriate documentation is completed in preparation of the deployment of outside staff and all keys are accounted for.
• To assist staff members with difficult situations, and to be polite and professional if difficult or abusive situations arise.
• To ensure all attendance management and other HR policies are adhered to and documented accordingly.
• To undertake day to day supervision of staff.
• Responsibility for identifying staff development needs, ensuring each team member is able to fulfil their potential.
• Coaching and mentoring new and existing staff, ensuring they are able to provide the expected level of service to all.
• Responsibility for reviewing staff performance and progress, including undertaking staff appraisal meetings and completing personal development plans.
• Responsibility for agreeing, setting and monitoring personal and team objectives.
• Responsibility for ensuring the effectiveness of regular team briefings, keeping staff up to date with developments and issues affecting the service.
• To assist in the development and promotion of new and existing systems using Information Technology.
• To use LCC computer technology and Microsoft packages to adhere to LCC processes e.g. On Line Appraisals, Attendance Management, Managers self-service system
• To report any faults with the IT systems and to take action to minimise the impact of problems affecting performance and targets through the appropriate channels
• To make operational decisions whilst on shift to ensure the smooth running of the service, escalate any issues to the on call management .
• To brief LeedsWatch management team on the operational delivery of the Leedswatch service.
• Be aware of and comply with Leeds City Council policies and procedures e.g., child protection, health, safety and security, confidentiality, and data protection, reporting all concerns to an appropriate person
• Flexible and adaptable to change to assist other services as required commensurate to grade.
• Participate in appraisal, training, and development activities as necessary to ensure up to date knowledge and skills.
• Improve own practice through observation, evaluation, discussion with colleagues and appropriate Continuing Personal Development programmes.
• Work collaboratively with colleagues, knowing when to seek help and advice.
• Contribute to the overall ethos, work, and aims of the service by attending relevant meetings, training days/events as requested.
• Be aware of and comply with Leeds City Council policies and procedures e.g., child protection, health, safety and security, confidentiality, and data protection, dealing with issues involving staff you are responsible for and reporting all concerns to an appropriate person.
• Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, and promoting the values, standards, and equality & diversity policies of Leeds City Council.
• Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse of equal opportunities, ensuring compliance with relevant policies and procedures.

The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.

The Council has adopted a flexibility protocol and this role will be expected to work within these parameters.

Personal Specification

Method of assessment will be through one or more of the following application form, test, interview, and certificate.

Essential requirements

It is essential that the candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates will only be shortlisted for interview if they can demonstrate on the application form that they meet all the essential requirements.

Skills required

• Committed to excellent customer service and putting the customer at the heart of everything you do.
• Ability to deal with a wide range of service enquiries / issues.
• Ability to provide leadership that supports, enables and develops staff to achieve results .
• Ability to monitor and manage performance of a team effectively, and to set objectives for that team and review on a regular basis.
• Ability to undertake day to day supervision of staff, including carrying out appraisals and coaching and development functions.
• Ability to work effectively as part of the management team.
• Ability to lead team meetings and briefings.
• Ability to demonstrate organisational skills.
• Able to work flexibly across different work locations and areas as appropriate.

Knowledge required

• Knowledge of Partnership working
• Knowledge of customer service skills and processes.

Experience required

• Experience of working to service targets ensuring excellent service delivery to all aspects of the service.
• Experience of utilising a variety of communication techniques to ensure the effectiveness of Team Meetings and briefings, and to keep staff up to date with developments and issues affecting the service.
• Experience of working in a multi-disciplined team to deliver a front line service.
• Experience of leading a team, ensuring it meets targets and delivers a responsive service.
• Experience of providing leadership that supports, enables and develops staff to achieve results.
• Experience of working to tight deadlines, and with competing priorities.
• Experience of working with a range of computer packages including
• Microsoft Word, Excel and LCC In House systems.

Behavioural and other Characteristics required

• Committed to continuous improvement.
• Able to understand and observe Leeds City Council equality and diversity policies.
• Carry out all duties having regard to an employee’s responsibility under Health and Safety Policies.
• Willingness to actively participate in training and development activities to ensure up to date knowledge, skills, and continuous professional development.
• Understand and embrace our values, behaviours and codes of conduct.

Desirable requirements

It is desirable that the candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates are not required to meet all the desirable requirements however these may be used to distinguish between acceptable candidates.

Skills required

• Hold the appropriate Security Authority (SIA) licence for security / CCTV.

Experience required

• Experience of working in a CCTV, Security or Customer Service Environment.
• Experience of using a two way radio system.
• Experience of using telephony systems in a CCTV/Security or Customer Service environment.