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- Responsible for managing the day to day operations of the Contact Centre and Customer Service Centre.
- Lead and manage high performing teams of multi-disciplinary customer services advisers who provide a first-class first-point-of-contact service.
- Proactively collate and use information intelligence to anticipate customer needs, reduce demand, promote omni channel options and identify innovative service delivery options.
- Responsible for implementing and managing systems, procedures and processes for organisation and control of the service, including cash and cheque collection.
- 2 years or more exprience within a local authority envrionment or a similar organisation.
- Management qualification or equivalent experience.
- 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.
- Call centre and business planning expertise and knowledge.
- Experience of effectively delivering change within customer service environments (including embracing digital platforms).
