Registration Service Team Leader

About the role

Registration Service Team Leader

Fixed Term (12 months), Full Time (37 hours per week)

£32,531 to £38,271 Per Annum

Location: Basildon*

Closing Date: 21st May 2025

*Please note this is a hybrid-working role, with a requirement to work in Basildon Library and other functional work locations 2-3 days per week on average, depending on business need.

This opportunity will be offered as a 12 month fixed-term contract or secondment.

Essex County Council (ECC) is one of the largest and most dynamic local authorities in the UK and is undergoing significant transformational change to further enhance customer focus and service delivery.

The Registration Service meets Essex County Council’s (ECC) statutory and legal obligations and General Register Office (GRO) requirements regarding the registration of ECC citizen life events to include births, deaths, marriages, civil partnerships, and citizenship ceremonies.

The Registration Service Team Leader will demonstrate dynamic leadership that recognises the impact on others, with a style that motivates, engages and inspires a team of frontline officers, to deliver a range of appointment and ceremony services to the citizens of Essex.

The Team Leader will ensure that operational and statutory Key Performance Indicators (KPIs) are achieved through performance, resource management and improvement. Highly skilled in operational planning and control, the Team Leader will be responsible for adapting to changes within a fast-paced environment, while actioning Registration Service and ECC management responsibilities. A champion of change and innovation, using data and insight to make informed decisions, the Team Leader will set the direction through challenging and achievable goals, that support the success of the Registration Service.

Accountabilities

Lead, motivate, engage and inspire a team to deliver exceptional customer service and meet Statutory KPIs set out by GRO.
Responsible for the operational service delivery through the line management of a team, ensuring effective resource management, productivity, and quality of service.
Proficient in managing teams across multiple locations, developing and maintaining effective working relationships and influencing desired service delivery outcomes. Astute in identifying early warning indicators in times of reduced performance, officer wellbeing or failing systems and processes.
Accountable for individual performance management, setting clear expectations through challenging but achievable goals.
Complete regular quality checking and audits as set out by GRO to timescale and with a high attention to detail.
Provide first line contact escalation for officers across the service, addressing concerns and solving queries and faults directly and efficiently.
Manage incidents, relating to Business Continuity and Health and Safety, providing a decisive approach using initiative and judgement to resolve.
Provide cover on rotation for weekends to support seven-day service delivery of appointments and ceremonies; able to crisis manage and be decisive in an environment which supports officers and customers, while striving for incident resolution. Able to act on initiative and represent the service management team.
Champion of innovation and change contributing to the development of policies, plans, procedures and practices to deliver economic and wider Customer Services and ECC goals.
Responsible for monitoring the effective use of operating procedures and processes, reviewing in line with best practice principles and identifying and implementing continuous improvement. Introducing new practices and procedures to deliver efficiencies and respond to technological advances.
Work collaboratively with internal colleagues and external stakeholders and partners; communicate effectively face to face and in writing to achieve the Customer Services and ECC vision and with correct use of appropriate legislation and powers.
Ensure the health, safety and welfare of officers and citizens through effective implementation of ECC policy.

The Experience You Will Bring

Educated to level 3 Customer Service qualification or equivalent Management qualification.
Evidence of continuing professional development with good knowledge in relevant professional area.
Demonstrable experience of managing frontline teams within a multi-channel customer service environment including planning and control, resource allocation, problem solving and resolving complex customer issues.
Proven track record in leading teams and inspiring performance in an operational environment, to achieve service standards.
Experience of quality checking and auditing to identify areas of improvement for individuals and teams.
Experience of dealing with complex, wide scale incidents without notice and adapting to meet changing goals.
Future and improvement focused approach, embracing and advocating change with the ability to lead and deliver new ways of working.
Understanding of working within a Local Authority or other complex organisation.
Experience of IT systems including Outlook, Microsoft applications and web-based systems. Knowledge of Data Protection (GDPR) and Freedom of Information legislation.
Ability to analyse and interpret information to identify trends and shape coaching and development activity based on analysis.

Please note that the job role requires you to be mobile throughout an operational area. Therefore, the post holder will need to have a driving licence and access to a vehicle, or the ability to meet the mobility requirements of the role through other means.

To read more about us please visit: Climate, Environment and Customer Services

Why Essex?

As one of the largest and most dynamic UK local authorities, Essex offers a stimulating public service environment. Covering over 1,420 square miles and serving 1.8 million residents, we’re committed to transformational change and delivering better quality at lower cost. Recognised in the top three of the latest IMPOWER index for productivity, we ensure everyone matters in Everyone's Essex. With flexible working options and a focus on innovation, whether you are looking to develop your career or contribute to the local community, Essex is the ideal place for you.

In February 2025, Greater Essex was accepted onto the Government’s devolution priority programme, which will see local authorities in Essex work towards establishing a Mayoral Combined County Authority by May 2026. You can read more about devolution and local government reorganisation (LGR) on our careers site.

Essex County Council is proud to be a Disability Confident Leader. We’re committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process. We’re also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.

Once you’ve secured your role within Essex County Council you will receive many great employee benefits, including support for unpaid carers and flexible working arrangements to accommodate their needs.

At Essex County Council, we value integrity and ethical behaviour. We kindly ask that you embrace our code of conduct and the Nolan principles, including throughout the recruitment process. Your commitment to these standards helps us maintain a positive and respectful workplace for everyone.

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

If you would like to be kept up to date on other relevant opportunities, blogs, news, events and industry related news at Essex County Council, please join The Essex Talent Community

If you have queries on this role or require anything further, please email resourcing.team@essex.gov.uk

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