Business Solutions Manager

Job introduction

Job title: Business Solutions Manager

A bit about us:

Liverpool is home to vibrant, energetic, and engaged communities, people who take real ownership of their local area and are passionate about making our city a better place. We've got ambitious targets to meet by 2025 and we need people who are driven, dynamic and ready to deliver the very best for our communities. Public service is more important than ever, and this role represents a real opportunity to make a difference to our communities by transforming the way we work and placing our residents at the heart of everything we do. 

Working at Liverpool City Council provides an opportunity to contribute to your community and make a positive impact on the lives of residents. Our values shape how we work to deliver public services, and how we communicate with the residents we serve. We care about the best outcomes for local people, through our public services.

We are proud of our world-famous thriving city with its rich culture, as well as affordable housing, good schools, beautiful green spaces – there’s really something for everyone!

The Role: 

• As a Business Solutions Manager, you will be responsible for developing the technology that supports our customer services Contact Centre platform
• Business Solutions Managers set the business design principles for these systems, ensuring the core functionality, such as Omnichannel Communication, Call Routing, Automated Workflows, Security and Data Protection
• The post holder will ensure that these systems support our aims of providing streamlined services which are simple for customers to use and for us to administer
• As a Business Solutions Manager, you will work across the customer operation, reviewing customer journeys and identifying opportunities to simply customer journeys, generate efficiencies, and to digitise
• You should be passionate about customer experience and have the desire to make services as simple and as accessible as possible
• The post holder will need a sound understanding of contact centre systems and how these can drive improvements in service delivery
• As a Business Solutions Manager, you will need to work closely with suppliers, individual council services, and ICT colleagues to ensure that these systems meet the needs of all

This post is fixed term for 18 months for the purposes of a limited term project in relation to the procurement, evaluation, and implementation of a new telephony platform.

Our offer to you:

• At least 27 days holiday, plus bank holidays rising to 32 after 5 years’ service (pro rata if part time) – option to purchase further days
• Agile working (role dependent) – “Flexibility First” approach to agile working where flexibility is the norm rather than the exception
• Part of the Local Government Pension Scheme – option to join the AVC scheme
• Progression – opportunities and training through a wide range of high quality learning
• Health and Wellbeing – offer including Employee Assistance Programme
• Cycle to Work and Travel Pass Schemes 
• Drive Time – a salary sacrifice car lease scheme
• Family friendly policies with enhanced leave  
• Discounted Gym Memberships 
• Employee Volunteering Scheme 
• Medicash 

Next steps:
Closing date: midnight on Monday 26 May 2025
Shortlisting will take place from Tuesday 27 May onward. 
Interviews are provisionally scheduled for Monday 16 June.

We reserve the right to close vacancies earlier than the specified date should we receive sufficient applications. If interested, please complete an application as early as possible.

Please note: this vacancy is classified as politically restricted position.

If you would like to talk to a member of the team about the role or have an informal discussion, please contact Sarah Kelly via sarah.kelly@liverpool.gov.uk. 

Watch our recruitment video and see what life is like working at Liverpool City Council: 

Liverpool City Council is committed to fostering a workforce representative of the communities we serve. As an Equal Opportunities Employer, we believe in appointing candidates based on their skills, experience, qualifications, and abilities. To support this commitment, we guarantee an interview to candidates from under-represented groups who meet the minimum essential criteria for the role. 

If you require any reasonable adjustments in line with the Equality Act 2010, such as an application form in a different format or additional time to complete your application, please contact us at recruitment@liverpool.gov.uk. 

Although we advertise on Jobs Go Public, and other websites, your application process will be directed to our Tribepad system. Please note that all communication regarding your application for this post will be sent to the email address that you have registered on Tribepad, including your invite to interview if you are shortlisted. Please check your emails regularly, including Spam/Junk, after the closing dates for notifications.  Please ensure you complete your full profile, work and education history in Tribepad.