Interim Customer Experience & Contract Centre Manager
Reference no: K&C 5260583
Key Requirements:
1. Extensive knowledge and experience of managing customer service environments (both face to face and telephone) at a senior level in a large, fast-paced complex organisation.
2. Knowledge of national legislation, policies, standards and initiatives relevant to local government and this role.
3. Call centre and business planning expertise and knowledge.
4. Proven experience of managing a successful multidisciplinary, multi skilled and multi-channel service.
5. Experience working successfully with internal and external partners at senior levels including influencing, negotiating, communicating and working collaboratively to achieve corporate and service objectives/targets.
6. Excellent communication skills, including the ability to distil complex concepts for the easy consumption of different audiences including delivering effective training sessions as necessary.
7. Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
8. Basic DBS required for this role.
The successful candidate will be responsible for managing the day-to-day operations of the Contact Centre and Customer Service Centre and ensuring provision of an excellent and inclusive first-point-of-contact service for customers across all access channels (phone, email, face to face, admin, postal, cashier etc) and multiple disciplines.
Key Responsibilities:
1. Lead and manage high performing teams of multi-disciplinary customer services advisers who provide a first-class first-point-of-contact service to customers that meets all required key performance indicators and results in excellent customer satisfaction.
2. Proactively collate and use information intelligence to anticipate customer needs, reduce demand, promote omni-channel options and identify innovative service delivery options whilst ensuring customers are digitally included and services are accessible to all.
3. Responsible for implementing and managing systems, procedures and processes for organisation and control of the service, including cash and cheque collection.
4. Oversee performance agreements between the Contact Centre/Customer Service Centre and other Services across the Council, ensuring regular service meetings are held to ensure a high-quality service provision that meets the requirements of the customer and are in line with the Customer Access Strategy and Customer Service Standards.
5. Develop and promote a culture of accountability, continuous improvement and excellence in service delivery, ensuring feedback is routinely used to improve the service and staff are coached, developed and nurtured with an effective training and development programme in place.
6. Responsible for the resilience of the service, through multi-skilling of staff, resource prioritisation and optimisation, and business continuity planning.
7. Remain abreast of all legislative or statutory provisions and industry best practice and use this to continuously improve and refine the service to residents, with a focus on the implementation of IT systems and technology.
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