Have you got what it takes to head up our busy and vibrant multi-channel Customer Service Centre?
The successful candidate will have a real passion for engaging customer service, a flair for communication, and the ability to inspire and lead our Customer Service Centre operation. To ensure that all key performance indicators are met and optimum performance levels are maintained at all times.
This is a rare and exciting opportunity to directly manage a team of four, comprising two team leaders, a resource and MI officer and a trainer whilst also supporting the wider team of customer services advisors in our 23 seat multi-channel Customer Service Centre.
Our staff are our greatest asset as through them we ‘go beyond’ for our residents and deliver excellent services with an amazing 94% satisfaction rating. We have a culture which places the customer at the heart of everything we do, which is reflected in our high standards of customer service and care.
It is essential that you thrive in a fast paced and changeable environment and are passionate about people, the customer and all aspects of the contact centre environment.
What we are looking for:
• A proven track record in successfully managing a fast paced Customer Service team
• The ability to develop and motivate a team in order to achieve stretching targets and KPIs delivering a positive performance driven operation
• Passion for and proven knowledge of all aspects of the Contact Centre industry
• Demonstrable / quantifiable track record of increasing service levels, creating efficiencies and developing relationships with stakeholders.
The council signs up to the Disability Confident scheme (formerly known as the ‘Two Ticks’ scheme). If you have declared a disability on the application form we can guarantee you an interview if you meet the essential criteria for the job.
This post is covered by Part 7 of the Immigration Act (2016) and therefore the ability to speak fluent spoken English is an essential requirement for the role.