Customer Contact Centre Manager

15 hours ago

East Midlands, United Kingdom West Lancashire Borough Council Full time

Do you…… Enjoy working in a busy, customer focused environment? Have a passion for delivering excellent customer service? Have the ability to lead, develop and motivate a team within a challenging working environment? Want a new and exciting challenge? If the answer to these questions is "yes", this could be the perfect opportunity for you We are looking to recruit a highly motivated, customer focused individual to manage our busy Customer Services team. You will lead by example, develop and motivate a skilled customer service team to deliver excellent customer service to our residents and businesses. You will work collaboratively with Council service areas to build strong working relationships, to ensure effective knowledge transfer, enabling customer enquiries to be resolved at the first point of contact. You will provide strong leadership and effective management of the Customer Experience service, ensuring the Council not only meets its statutory responsibilities but also consistently delivers against customer expectations. You will have experience of managing, a front-line customer service team within either a call centre or face to face environment. You will also need to have excellent communication and interpersonal skills, and the ability to confidently engage with a high volume of customer interactions. You will be responsible for the customer feedback policy, process and reporting, including enquiries from Councillors or Elected Members, under the direction of Business Support Manager. You will have experience of implementing customer focused services via a Customer Relationship Management system (CRM), other customer databases, and a contact centre telephony platform. You will have experience in producing and analysing statistical reports to monitor service delivery, evaluate performance against internal key performance indicators, and identify opportunities for improvement to support accurate and insightful internal reporting. You will need to be flexible in your approach to working hours to meet the needs of the service which is provided between 8.30am and 5.30pm Monday to Friday. There is also a requirement to work unsocial hours in accordance with the Councils Emergency Plan to ensure business continuity. If you think you are up to the challenge, we would love to hear from you. If you would like to have an informal discussion about this role, please contact Tracy Gilligan on 01695 583229. #J-18808-Ljbffr

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