Acting Operations Manager, Customer and Business Support (Internal Applications Only)

DBS – Yes - (Standard)

Subject to BPSS Checks: Yes

An opportunity has arisen for the post of Acting Operations Manager (Range 6) with Customer and Business Support (CABS). Reporting to the Head of Customer Experience, the postholder will be an excellent manager of people and able to lead a diverse and multi-functional team.

The post will initially be for six to nine months, but this may be extended if operationally required. The post may become permanent although this is not guaranteed.

As a member of the Senior Management Team (SMT) the postholder will work alongside a second Operations Manager and the Customer Relations Manager, as well as the service manager, to present a holistic approach to CABS management.

Key Responsibilities

As a member of the CABS senior leadership team, the postholder plays an important part in the operational management and strategic direction of CABS. In a time of fast-moving change, they will lead and inspire the CABS team to deliver a professional, high quality, modern, ever improving/evolving and compliant service for residents and internal customers:

• Medway Council’s primary customer contact channel, including various inbound contact methods,
• Medway Council’s centralised, professional administration support function, serving most internal departments.

The postholder will embrace new technologies and modernisation of the service, supporting colleagues to do the same.

They will ensure customer enquiries; service requests and all other transactions are dealt with in an efficient manner. They will ensure administration (including ‘own services’ of Blue Badge and the Community Interpreting Service CIS) is efficiently completed and according to service operating agreements or other standards, providing excellent customer service.

They will work closely with council services to agree service levels and, where appropriate, identify and embed changes to meet organisational objectives. Build strong and effective relationships with services and provide effective leadership for implementing the changes.

They will liaise with stakeholders in a way that promotes the One Medway Council Plan and embeds our values and behaviours.

If you would like to have an informal discussion with the recruiting manager, please call Tina Larby on 01634 332761.

Career Progression Frameworks (CPF) have been introduced for all roles at Medway Council. These frameworks provide a mechanism for employees to take ownership of their development within their post and be rewarded accordingly. This means that the salary you will be offered will be at level A unless, based on an assessment against the CPF criteria, you demonstrate that you are meeting the criteria of level B or C. There will be further opportunity once in post to progress from level A to B, and B to C.

When writing your application, it is important to ensure you identify your suitability against the requirements of the job profile, as this information will be used for shortlisting and may contribute to the CPF assessment. Your application may be rejected if the minimum required criteria is not met. Further information relating to the requirements for this role can be found in the CPF Guidance document attached.

The person specification of a job profile is split into three levels:

Level A details the essential criteria that all applicants must be able to demonstrate through their application and interview.

Level B details the developed competencies that an individual who is practised in this role would be able to demonstrate and will be a progression of knowledge, experience and skills from level A.

Level C requires the highest level of competence and applicants would need to fully meet and demonstrate all aspects of the job profile, including qualifications, knowledge, skills and experience.

Customer and Business Support (CABS) are seeking an Acting Operations Manager to join the team at level A. This is the entry point of the role, so you will need to be able to demonstrate the relevant knowledge, experience and skills to get you started, but you will be supported to develop in your role through induction, probation and a supportive Performance Appraisal and Career Conversation. All elements of level A listed within the person specification are essential. Through your induction you will be introduced to the Career Progression Framework (CPF), which will help you to identify your areas of strength and any development needs.

Important Information-

Applicants must be able to demonstrate all essential requirements as listed in the job profile

For further information, and for details of the benefits of working for Medway Council, please refer to the Medway information pack available as a download or to view online.

Please be advised that if you are not contacted within 3 weeks of the advert closing date then you have not been shortlisted. All recruitment correspondence, including interview letters and contracts of employment will usually be sent out via email.

Please visit http://www.mindfulemployer.net/ for information on how Medway Council put good practices in place to ensure employees and job applicants who declare mental health issues receive the right level of support.

We reserve the right to close this vacancy at any time prior to the closing date