Permit Services Team Lead

Loudoun County Government•Leesburg, VA

5d•Hybrid

About The Position

Loudoun County Government has been named one of Forbes' 2025 Best Large Employers! We’re proud to be recognized nationally for our commitment to employee satisfaction and excellence in public service. At Loudoun County, we bring together talented professionals from all backgrounds to make a meaningful impact in a dynamic, growing community — that’s The Loudoun Difference. Welcome and thank you for your interest in employment with Loudoun County Government! ALL SECTIONS OF THE APPLICATION MUST BE COMPLETED IN ITS ENTIRETY. THE RESUME IS CONSIDERED SUPPLEMENTAL INFORMATION ONLY. APPLICATIONS THAT ARE INCOMPLETE OR INDICATE 'SEE RESUME' WILL NOT BE TAKEN INTO CONSIDERATION. Introduction Are you passionate about public service in local government? Do you thrive in a fast-paced, team-driven environment where your work directly influences the development of Loudoun County? Located in the western part of the Washington, D.C. metropolitan area, Loudoun County is a dynamic community that experienced significant growth over the past few decades with changing development environments, ranging from transit-oriented development at our new Metrorail stations, to redevelopment of existing neighborhoods, to maintaining and fostering our vibrant rural economy in the western part of the county. These factors create a fast-paced, high-energy work environment. Loudoun County Government, named by Forbes Magazine as one of the 2025 Best Largest Employers, is comprised of County staff who dedicate their talents, education and experience to make a difference. The Department of Building and Development (DBD) prides itself on providing great customer service in an atmosphere where work-life balance and professional development are respected and encouraged. Job Summary Loudoun County, Virginia is looking for a skilled and motivated Customer Service Supervisor to join the Permits Issuance Division of DBD. The Customer Service Supervisor is responsible for managing and supervising a team of Permit Technicians with daily job functions that include multi-line, high volume call center phone operations, responses to the County's Loudoun Express online customer inquiries and DBD direct emails, front counter in-person customer service, and residential, commercial building and trade permit processing. This position is one of three customer services supervisors that work together to supervise staff in the Permit Issuance Division, providing oversight and performance planning and evaluation for Permit Technician staff, assisting the Building Permits Manager in developing administrative policies, procedures and training for customer service and permitting operations and assisting the Permit Technicians in completing daily tasks.

Requirements

A passion for local government and solving complex customer service issues.
The ability to inspire and motivate a team, set clear goals, and resolve team conflicts while maintaining a positive work environment. Successful candidate will have demonstrated supervisory skills.
Experience managing a fast-paced, high volume customer service environment and the ability to effectively serve members of the public, including the ability to deal with demanding customers or diffuse volatile customer service situations.
Experience in developing staff through training, feedback, and support to enhance skills and performance.
Excellent analytical and writing skills with the ability to solve complex issues with diplomacy and communicate requirements and procedures clearly, concisely, and effectively to customers and staff.
Experience in evaluating performance metrics, managing priorities, evaluating staff performance, and providing constructive feedback.
Ability to research and analyze unusual circumstances relating to permits and incomplete or conflicting information. Ability to identify and implement opportunities for process and program improvement. Work performed requires ability to utilize various computer and data systems to manage and evaluate information.
The ability to adjust priorities in response to changing circumstances goals and needs.
High school diploma or equivalent; five (5) of related work experience related to assigned area, preferably with one (1) year of supervisory experience; or equivalent combination of education and experience.
Requires the ability to work in a fast-paced customer service environment and the ability to manage demanding customers and diffuse difficult customer interactions.

Nice To Haves

Experience in the fundamentals of residential and commercial construction, permitting and building code requirements is preferred.
Experience at a local government, or comparable work environment is highly desirable.

Responsibilities

Supervises a team of permit technicians with priority focused on team cohesion, maintaining a positive work culture/environment, administering human resources policies, training and development, workload management, and job performance.
Ensures that the customer service team provides professional, timely and accurate customer service to the public and supports the needs of internal and external stakeholders. Manages a high volume, fast paced customer care center that provides online, phone and walk-in support to the public on matters concerning the process for obtaining building, trade and zoning permits.
Ensures team of permit technicians follow established policies and procedures for accepting and issuing building, trade, and zoning permits to comply with regulatory requirements, and provides applicants with quality support necessary to achieve approval for their residential or commercial projects. The Customer Service Supervisor will be required to learn the Loudoun County Permitting process, and become a subject matter expert on how to manage the life cycle of a permit, including making process improvement recommendations to Division leadership Addresses complex/non standard permit applications and assists in finding resolution to issues.
Work with inter-divisional, inter-departmental, and organizational partners, developers, contractors and the public to assist in navigating through multiple overlapping processes, identify potential issues that may arise, and assist with ensuring that timelines are met, and issues are adequately addressed. Coordinates across departments to provide quality customer service. Shares this information with staff, other departments and industry and provides training as necessary.
Provides staff with the tools, training and guidance to communicate information on permit requirements and procedures in a professional customer service work environment, ensures permit technicians’ certifications are current, and promotes professional development opportunities.