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The very busy team manage all bookings, along with associated admin for ceremonies and licensing of Approved Premises in Gloucestershire. The team receive all email and telephone calls from the public wishing to book appointments to register Births and Deaths, give Notice of Marriage and Civil Partnerships and take complicated statutory and non-statutory ceremony bookings. The team is the first point of contact for the public and delivers excellent telephone, email and front facing customer service to all accessing the service.
Job Responsibility:
Share the line management of a team comprising of approximately 18 Registration Support Officers
Responsible for all aspects of staff line management
Work closely with two other SRSO’s
Support a wider team of 85 Casual Celebrant and Registration Officers
Support the team introducing innovative, digital changes and improvements
Lead by example and champion excellent customer service skills
Requirements:
Proven experience of effectively managing and recruiting staff
Proven experience of developing policies, procedures, and projects to support quality control and ongoing staff training and development
Experience of handling complaints, queries, and feedback, in writing, by phone and in person
Strong ongoing learning ethic, always adhering to service legislation
Articulate with excellent interpersonal and administrative skills
High level of proficiency in ICT and working with complex systems
Strong problem-solving skills
Evidence of successful interactions with highly emotional members of the public in a demanding environment
Flexibility and resilience
What we offer:
25.5 days annual leave rising to 30.5 days after 5 years continuous service
Option to purchase 5 days of additional leave per year (pro-rata for part-time staff)
Family friendly employer offering benefits to help support you and your family
Career development and qualification opportunities
Supportive and positive working environment with regular, robust supervision
Excellent Local Government Pension Scheme (LGPS)
Access to our Employee Assistance Programme (EAP)
An in-house Occupational Health service
Employee discount scheme
Cycle to Work scheme
Links to employee networks such as Prism (LGBT+) network and the Young Employees Network
Gloucestershire Salary Sacrifice Green Car Scheme (T&C's apply)