Team Manager - Customer Service (Members & Service Delivery)
Epping Forest District Council
Working with the Service Manager you will contribute to and implement a strong vision for the service area which delivers ambitious, innovative and forward-thinking approaches. You will ensure the work of the service is high quality and achieves its objectives, striving to develop and implement a digital focus across processes and service delivery.
The role involves:
Line management of the Customer Contact centre team, leading and inspiring the team to put customers at the heart of what we do, with a clear sense of direction and purpose to deliver our vision, priorities, policies and aims.
Ensuring staff have the knowledge, skills and tools to provide an excellent service and you will be supporting the team on a day to day basis. The objective is to transition all customer contact into the contact centre and you will ensure this is a smooth transition working with service areas across the Council.
Accountability for the development and delivery of our Digital Inclusion ‘Digital Buddies’ programme working in conjunction with Officers across the Council and partners across the district providing access to digital skills and technology for our residents.
Acting as Customer Service Ambassador for our Council Members, ensuring the digital technology provided to them is fit for purpose. In addition, you will be working with all services to ensure that Member queries are dealt with efficiently and effectively.
You will have a strong focus on outcomes, a proactive and tenacious approach and be able to demonstrate the ability and willingness to drive through continuous improvements in performance/service delivery.
You will have a good understanding of the use of technology for the delivery of modern and streamlined services and an innovative approach to identifying new opportunities to improve our customer experience.
Strong verbal communication skills are required to build effective relationships and to influence, communicate and negotiate with a diverse range of individuals across the Council and with external partners and organisations.
A strong background in service delivery and digital transformation is essential as well as line management for a customer service team.
This opportunity is a permanent position, full time.
EFDC is an equal opportunities employer. They welcome applications, regardless of race, colour, nationality, ethnic or national origins, sex, disability, sexual orientation, gender reassignment, marital or civil partner status, pregnancy or maternity, age or religion or belief.
How to Apply
Please apply online via the link provided.
Please note, we do not accept CV’s submitted without a fully completed online application form.