About the role:
Harlow Council is looking to recruit a Contact Centre Manager for Contact Harlow which is the first point of contact for the council. Managing the day to day operation and using the systems and technology available as insight, you will ensure that excellent customer service is at the heart of what we do.
Harlow Council is looking to recruit a Contact Centre Manager for Contact Harlow, which is home to our main call centre, face to face contact, the cash office and contact email account, making it the first point of contact for the majority of our customers.
There is no doubt that this is a challenging time for local government, but it has also been a time for change and adaptation, and this is a great opportunity for the right individual to really help shape the way that Harlow Council delivers its services in the future.
We are currently implementing a new call centre phone system that will allow customer insight to be used to improve our service. Our website and online systems have been significantly improved and our face to face interactions will need to evolve to ensure that, as we recover from Covid-19, we provide exceptional services to our residents that meet their needs. We will expect you to use our new technology as well as your knowledge of the latest emerging trends, to improve how we interact going forward.
At the council, we see our staff as our biggest asset, and so as Contact Harlow Manager, you will bring your experience of managing large teams and leadership skills to help develop our individuals and the quality of service they provide.
This is a demanding role and you will need to be able to prioritise a workload with tight deadlines, whilst at all times showing a commitment to providing the very best service to our users. You will be comfortable in dealing with senior colleagues and be able to present complex information in a simple, easy to understand format.
You will work closely with colleagues in the Customer and Media Services team to ensure that there is a joined up approach to service delivery and above all else will have a positive and committed attitude to providing the very best service that we possibly can.
As part of the recruitment process, candidates selected for interview will be required to undertake a couple of short online tests relating to the role as well as a presentation.
For an informal discussion about the role, please contact Simon Pipe, Customer and Media Services Manager, firstname.lastname@example.org for a call back.
How to Apply
Please visit our website for details on how to apply and to download an application form.