SKILLS & EXPERIENCE REQUIRED:

• In-depth knowledge of relevant legislation, best practice, and customer contact procedures.
• Strong understanding and hands-on experience in at least one core service area (face-to-face, digital, telephones, or social media).
• Proven ability to manage and motivate staff in a fast-paced customer service environment.
• Experience in setting priorities, managing workloads, and meeting performance targets.
• Experience dealing with complex matters that have significant implications for customers, staff, or partner organisations.

WHAT’S INVOLVED WITH THIS ROLE:

This role exists to help deliver excellent customer service across multiple channels, ensuring that residents and service users receive timely, accurate, and professional support. The post holder will manage a team within a specific service area, including face-to-face interactions in Customer Service Centres, digital platforms, telephone services, and service development. They will play a key role in ensuring high-quality service delivery, motivating staff, and driving improvements in customer experience.

KEY RESPONSIBILITIES:

• Lead, manage, and motivate a team to deliver high-quality, customer-focused services across designated channels.
• Act as a specialist in one or more service areas (Customer Service Centres, Digital Contact Centre, telephony, or digital/social media).
• Support and deputise for the Customer Service Manager, including representing the service at internal and external meetings.
• Act as an escalation point for complex or technical customer enquiries, providing clear and accurate resolutions.
• Respond to customer complaints, feedback, FOI requests, and Member Enquiries, ensuring timely and accurate outcomes.
• Prepare reports, updates, and recommendations for senior management as required.

PLEASE QUOTE THE JOB TITLE & VACANCY REFERENCE NO. IN YOUR APPLICATION, OR WE WILL BE UNABLE TO MATCH YOUR CV TO THE ROLE BEING APPLIED FOR.

Qualification details and any other experience/skills relevant to the role to help support your application should be clearly shown in your CV.
We will also add your details to our mail out lists. Please note you may receive details of roles outside of your immediate vicinity, as many candidates are able to relocate temporarily for work. Please disregard any such emails that are not of interest and let us know if you would rather not receive such mailouts and/or if you wish us to delete your details and prefer to apply direct to our advertised roles.
Due to the number of CVs being sent to us unfortunately we cannot respond to all applications. If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for your interest in working with us. Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please