What's involved with this role:
Interim Customer Experience & Contract Centre Manager
Reference no: K&C 5260583
Key Requirements:
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.
Knowledge of national legislation, policies, standards and initiatives relevant to local government and this role.
Call centre and business planning expertise and knowledge.
Proven experience of managing a successful multidisciplinary, multi skilled and multi- channel service.
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.
Excellent communication skills, including the ability to distil complex concepts for the easy consumption of difference audiences including delivering effective training sessions as necessary.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
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:
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.
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.
Responsible for implementing and managing systems, procedures and processes for organisation and control of the service, including cash and cheque collection.
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.
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.
Responsible for the resilience of the service, through multi-skilling of staff, resource prioritisation and optimisation, and business continuity planning.
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.
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
Clients are generally looking for candidates who are local to, or who can commute easily to the place of work. It will help your application if your CV states, in broad terms, where you reside – there is no need for a full address.
Please feel free to apply to us direct via jobs@tclrec.com by quoting the job reference and exact job title.
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension, you will be working at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than umbrella pay terms. We do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Due to the number of CVs being sent to us under current market conditions, unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days, please assume that you have not been shortlisted on this occasion. We will, however, be very happy to receive future applications from you for other roles.
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Job Ref: K&C 5260583
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.