Position Overview & Specifications

Customer Service Team Manager – Enfield Council

Good afternoon,

I have come across your details on CV Library, Reed, LinkedIn, or Total Jobs.

Fox Morris Group are working to recruit a Customer Service Team Manager

Rate £19 – £22 per hour 6+ month Ongoing Contract

Main Purpose of the role:

· Work across Customer Operations Services to provide support for Electronic Channels and Assisted Service Delivery.

· Participate in the effective allocation of resources and to support effective performance management, development and improvement across Customer Operations.

· To provide day-to-day supervision of staff and volunteers, manage performance, absence and allocation of people appropriately and to be a point of escalation for customer enquiries where necessary, assisting staff and volunteers in addressing customer queries at the first point of contact.

· To address initial complaints about their team and other feedback.

· To understand and develop the skills of the team, ensuring the service provided is customer focused, inclusive, knowledgeable and capable of utilising the systems required.

· To provide cover across all channels and locations within Customer Operations areas as necessary. Liaison with partner organisations co-locating in community libraries, addressing issues on a daily basis regarding premises, performance, systems and SLAs.

· To contribute to the continuous improvement of Customer Operations - generating, supporting and feeding back ideas and suggestions.

· These may be varied from time to time in order to meet the changing business needs and priorities of the Council.

· To act as a champion for the promotion of channel shifting to digital options and self-services as the default model for customer engagement

· Take a lead role in working with a range of internal and external stakeholders, particularly the Council’s IT, Data and Performance Hubs, Community Engagement, Business Support and Learning and Development teams to ensure the effective delivery of the business and technology needs of Customer Operations.

The post holder will work within an identified portfolio area but may be required to provide cover across the service as required. This is required as part of a whole team approach, to encourage flexibility and creativity and to share knowledge and expertise which can improve customer outcomes.

IF YOU WISH TO APPLY PLEASE RESPOND FIRSTLY WITH AN UP TO DATE CV, AVAILABILITY/ NOTICE PERIOD, THE ROLE YOU WOULD LIKE TO APPLY FOR & THE HOURLY RATE YOU REQUIRE. We do not hold CV’s on file without first speaking

Job Types: Temporary contract, Fixed term contract

Salary: £19.00-£22.00 per hour

Ability to commute/relocate: