Customer Operations Manager - Contact Centre Services

As a Customer Operations Manager in Contact Centre Services (CCS) you will be joining a friendly, diverse team working together to create better places for people and wildlife. You will be passionate about customer service and will bring the same passion and enthusiasm to leading and motivating your team. You will be at the heart of delivering great service to a wide range of Environment Agency customers.In this role you will lead a large team, providing telephony and administrative services, resolving more than 90% of enquiries at the first point of contact in your teams.The environment is fast paced and involves working with people from across the Environment Agency, Defra and other Defra partner organisations.You will work as part of a dedicated, supportive team providing visible leadership and have a willingness to embrace a broad range of responsibilities, to ensure that we are delivering a great level of service that enhances our reputation and makes it easy for our customers to help us achieve our goals.Most importantly, we need inclusive, empowering leadership that will help create a culture and environment in which our people can flourish. - Excellent leadership skills, leading large and diverse teams, recognising the different needs of individuals• Experience of delivering customer facing work• Ability to prioritise and deliver work to time, cost and quality, maintaining a focus on customer needs.• Ability to react quickly, and be agile to rapidly changing business and customer demand• Ability to work with a wide range of leaders across the Environment Agency and build strong relationships and supportive networks• Experience of leading and managing people, demonstrating an ability to motivate and inspire people to deliver through times of change• Able to embrace innovation, challenge existing practices; offering creative ideas to deliver customer solutions