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Customer Services Operations Manager

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Suffolk Coastal and Waveney District Councils
Place of work:
Riverside, Lowestoft
Salary details:
£30,756 - £34,106 pa
Job term:
Full Time
37 hpw
Fixed Term 12 months
Closing Date
26 August 2018
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37 hpw, fixed term for 12 months.

Based in Lowestoft with travel to Woodbridge.

On 1 April 2019, we will become East Suffolk Council – a new ‘super district’ authority, replacing Suffolk Coastal and Waveney. It will be the largest district council in the country, providing high quality services to a quarter of a million people across east Suffolk. Our councils are an exciting place to work and a great place to make a real difference to people’s lives, delivering vital services to those who need them most.

We are looking for an enthusiastic Customer Services Operations Manager to join our Customer Services Team based at our Marina Customer Contact Centre in Lowestoft.

As part of the Customer Services Management Team, you will manage, lead and prioritise the activities of the customer services teams to deliver effective and efficient customer services and meet the priorities and objectives of the service.

Your responsibilities will include assisting in the supervision, recruitment and training of all team members and supporting the performance management process. Using the data available you will also assist to plan staffing resources against customer demand and provide support for staff when dealing with difficult customers.

Transformation will also be a key part of your role, including supporting channel shift and self service initiatives, and continually looking to improve processes, procedures and customer experience.

You will have relevant supervisory and performance management experience as well as experience in a busy customer services environment. The ability to communicate effectively and empathise with a wide range of people will be necessary, as well as the ability to make prompt and effective decisions in response to staff and customer enquiries. Commitment to the teams Cultural Values (see attached) will be essential.  

You will have a minimum of four GCSEs at Grade C or above (including English and mathematics), or equivalent and a team leader / management qualification.

In return, we can offer great opportunities for training and development and we will give you all the support we can to build a great career with our organisation. There is also a superb benefits package including flexible working options and purpose built brand new office accommodation, as well as a generous leave entitlement, discount scheme, pension scheme and free car parking.

Please read the job description and person specification on the right of the page before applying for this job.

For an informal discussion regarding this post, please contact Darren Knight Head of Customer Service on (01502) 523330.

Interview date: w/c 3 September 2018.

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