Customer Contact Centre Manager

Opportunity Spotlight: Customer Services Manager

Are you a driven leader with a passion for exceptional customer experiences? This role offers a significant opportunity to shape and manage a vital customer-facing team within a dynamic environment. If you thrive in fast-paced settings and are motivated by making a tangible difference, this position warrants your close attention.

This is more than just a management role; it's a chance to be at the forefront of customer engagement, ensuring that residents and businesses receive outstanding service. You'll have the autonomy to lead, develop, and inspire a skilled team, fostering a culture of excellence and efficiency.

Key Advantages for Your Career Path:

• Leadership Development: This role provides a platform to hone your leadership skills by directly managing and motivating a customer service team. You'll be instrumental in their growth and success.
• Strategic Impact: You will play a crucial role in ensuring the Council not only meets its statutory obligations but consistently exceeds customer expectations. This involves collaborating across departments and implementing best practices.
• Process Improvement: Experience in implementing customer-focused services using CRM systems and analyzing data for performance improvement will be highly valued. This is an excellent opportunity to refine your strategic thinking and data analysis capabilities.
• Customer Advocacy: You'll be responsible for the customer feedback policy and process, giving you a direct channel to advocate for customer needs and drive service enhancements.
• Challenging and Rewarding Environment: The description highlights a "busy" and "challenging" environment, which can be incredibly rewarding for individuals who enjoy problem-solving and delivering under pressure.

Key Considerations for Potential Candidates:

• Proven Management Experience: A strong background in managing front-line customer service teams, whether in a call centre or face-to-face setting, is essential.
• Exceptional Communication Skills: The ability to communicate confidently and effectively with a high volume of customers is paramount. Your interpersonal skills will be key to building strong relationships internally and externally.
• Adaptability and Flexibility: The role requires flexibility in working hours, including potential unsocial hours to support the Council's Emergency Plan. Candidates should be prepared for this commitment.
• Technical Proficiency: Familiarity with Customer Relationship Management (CRM) systems, contact centre telephony platforms, and data analysis for reporting is a significant advantage.
• Strategic Thinking: While focused on day-to-day operations, the role also requires a strategic outlook to identify opportunities for service improvement and ensure alignment with organizational goals.

This Customer Services Manager position offers a compelling blend of operational management and strategic influence. If you are a proactive and results-oriented leader ready to take on a significant challenge and contribute to a positive customer experience, we encourage you to explore this exciting opportunity.