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Corporate Manager - Customer Operations

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Babergh and Mid Suffolk District Councils
Place of work:
Endeavour House, Ipswich
Salary details:
£42,806 - £48,603
Job term:
Full Time
37 per week
Closing date:
25 November 2018 05:00 PM
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We are looking for a truly people-orientated professional with an innate ability to motivate a customer-facing team and develop positive working relationships with partners to deliver our objectives. As the councils evolve, you will need to be able to support your team and understand their individual needs through substantial periods of change.

As the customer services lead for the operational delivery teams, working to provide high-quality, customer-focussed services in a cost-effective manner in line with our strategic aims; you will need strong evidential experience in leading and managing operational delivery teams and resources across a range of channels including digital / online services, in person and telephony.

You will be expected to further develop and deliver our Customer Strategy in an innovative way and improve our online / digital services by developing our end-to-end digital transactions, including our website, using insight and intelligence. This work will be crucial to enabling those who can use the self-service and digital channels, to do so, freeing up other channels to support our most vulnerable customers.

You will play a pivotal role leading and shaping our customer-focussed approach across the whole organisation; ensuring that across all our services we create a culture and environment whereby our people take responsibility for providing positive experiences for our customers.

A sharp eye for performance indicators is required, identifying success and areas for improvement, working flexibly and responsively to provide solutions.

You should be able to recognise key areas of development for your team to improve their skills and knowledge, and identify information gaps, so we can provide excellent customer services across the organisation with empowered and motivated staff. 

Babergh and Mid Suffolk District Councils are committed to agile and flexible working practices (subject to business need). We believe that work is something we do and not somewhere we go; we want our staff to feel enabled and empowered to fully embrace these opportunities.

Based at our modern and conveniently located office accommodation, we can offer great opportunities for training and development and we will give you all the support you need. Learning and development opportunities are also available.

We offer flexible working options, a generous leave entitlement, access to the Suffolk Green Travel Plan, discount scheme and a pension scheme.

For an informal discussion please contact Sara Wilcock, Assistant Director - Customer Services on 07894 229019.

Provisional interview dates: 6 / 7 December 2018.