Customer Services Operational Leader

1 week ago

Cardiff, United Kingdom Companies House Full time

**Details**:
**Reference number**:

- 266403**Salary**:

- £31,349 - £36,928-
**Job grade**:

- Higher Executive Officer- Band D**Contract type**:

- Permanent**Business area**:

- CH - Customer Delivery Directorate**Type of role**:

- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Cardiff, Wales, CF14 3UZAbout the job

**Job summary**:
We are looking for someone to lead our great Customer Services Operational Teams, which are part of our dynamic Customer Delivery Directorate.

As our you’ll be managing relationships with our key and dealing with escalated complaints from customers.

We are looking for an enthusiastic and friendly person who can work independently and as part of a team, collaborating with others to deliver excellent customer service.

At Companies House we are currently delivering a transformation programme that aims to develop brilliant people, using brilliant systems, to provide brilliant services for our customers. This is an exciting time to join us, and you will have the chance to influence our future and be the voice of the customer as the programme progresses.

Are you passionate about delivering excellent customer service?

Are you a strong leader with excellent communication skills, who can build and develop relationships with others?

Do you want to develop yourself and others?

**Job description**:
Our Customer Services Operational Leader will:
Work with our customers, by...
- Gathering customer insight and ensuring senior managers are aware of customer issues that may impact us.
- Working with many well-known UK organisations, as well as major accountancy and solicitors’ firms, to build on our already excellent reputation.
- Working with our outsourced supplier for our contact centre. Our contact centre contract is a ‘gold standard’ contract for us and you’ll help to introduce more digital channels to the contact centre
- Understanding customer requirements and providing options to deliver excellent customer service.
- Keeping customers well informed of updates and developments.
- Attending customer meetings remotely and possibly face to face.

Work with your teams, by...
- Ensuring your teams consistently deliver an excellent level of service.
- Being a change champion - supporting your teams through the exciting changes ahead for us and working towards the successful achievement of our goals and strategic objectives.
- Providing visible leadership and direction for your teams - role modelling our positive behaviours and values.

Work with colleagues across Companies House, by...
- Being involved in projects ensuring that customer service and how we support customer contact is considered.
- Contributing to the development of our customer service ethos - leading by example and putting customers at the heart of everything we do.
- Being a contact point for colleagues for customer service queries and operational matters.

**Person specification**:
We’re looking for a Customer Services - Operational Leader with:

- Excellent stakeholder management skills - to collaborate across diverse business areas and with a wide range of people.
- Excellent interpersonal and written communication skills - to convey important messages to customers and colleagues. You’ll enjoy the satisfaction and buzz of making a real difference to our customers.
- Strong leadership skills - involving and engaging others to deliver high levels of performance in an operational environment.
- A love for learning new things.
- A strong background and good experience in managing stakeholder and customer relationships.

And the ability to:

- Build the skills capability, to meet our current and future skill requirements.
- Influence customer behaviour and drive them to use digital channels, migrating from existing services and channels.
- Listen and understand both colleagues and customer requirements and combine this with good problem-solving skills.

**About us**
We’re proud of who we are at Companies House, valuing our people and creating a real sense of community. We encourage professional development, celebrate success, and live our values to effect real change. To find out more about the great things we're doing at Companies House please have a look at our blog posts and podcasts. and watch our video to find out more

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Communicating and Influencing
- Working Together
- Managing a Quality Service
- Communicating and Influencing

**Benefits**:
You’ll be part of a great team a Companies House, receiving a competitive salary and very generous contributory Civil Service Pension, we also offer a benefits package including:

- A generous 30 days annual leave (based on full time hours) in addition to public holidays
- Instant Awards - to say thank y

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