Local Government Jobs

Main Purpose Of Job

To lead, manage and motivate a team of Customer Contact Officers, ensuring they manage customer enquires and maximise first time issues and query resolution, effectively utilising them across all areas of customer contact.

To pro-actively manage the performance of the team, liaising with the Business Improvement Team to ensure performance statistics are obtained, analysed and reviewed so that service provision is maximised.

Work with the Operational Manager and other Senior Officers to set performance standards that are appropriate to each enquiry type so as to resolve as many queries as possible (minimum of 80%) at the first point of contact, maximising customer satisfaction and minimising the need for repeat calls.

Encourage knowledge sharing and team work, setting appropriate development plans for the team, and addressing poor performance issues.

Work with the Senior Customer Contact Officer – Place, Financial Assessment and Principal Customer Contact Officer People to ensure that relevant linkages are made between the customer contact teams, providing development opportunities where possible.

If you have any queries, please contact us on 01634 332878 or if you would like to have an informal discussion with the recruiting manager call Martin Garlick on 01634 338771.

How to apply

For details on how to apply for this role, please read the attached Guidance Notes, which includes the Job Profile/Person Specification.

If you are applying online, you will need to read through this prior to commencing your application.