Customer Services Manager
- Ipswich Borough Council, Ipswich IP1 2DE
- £40,221 - £42,403 per annum
- 37 hours per week
- Permanent
- Reference: 0785
The Customer Services Manager will have responsibility for the day-to-day delivery of service to customers of the council and partner organisations as delivered through the Customer Service Centre, Customer Contact Centre, and Grafton House Reception.
The council offers hybrid working and the successful applicant will be working either from Grafton House, Ipswich or from home. You will lead, manage, develop, and inspire a team of Team Leaders in providing a first-class service to customers and acting as the focal point for all customer contact within the IBC. Supporting the Head of Service, they will also lead on business transformation programmes to improve customer service delivery and customer satisfaction.
The successful applicant must possess a passion for customer service and have a minimum of five years’ experience of managing a very fast paced contact centre. We are looking for someone with great people skills who thrives on identifying opportunities for improvements to drive efficiencies and improve the customer experience. The successful candidate will also possess resilience, drive, initiative, excellent communication skills and interpersonal skills plus ability to influence through data. Candidates must have a broad knowledge of Customer Relationship Management systems and contact centre telephony systems.
If you are passionate about fostering a positive working environment and bringing innovative ideas to the table, this is just the job for you. This is a great opportunity to help the Head of Service redefine Customer Services, setting us up with a solid platform for the future.
The Customer Service Manager will support the Head of Service with delivering Ipswich Borough Councils Customer Access Strategy. The strategics priorities include digital by default, first point resolution, online access to services 24/7, maximising the use of technology and measuring customer experience, acting on feedback. The successful candidate will be leading on projects to support the delivery of these priorities.
As well as a good salary, we offer a career average pension scheme, generous holiday and sick pay entitlements, subsidised parking, public transport discounts, free swimming, cycle purchase scheme, plenty of personal and professional development opportunities, flexible working, hybrid working opportunities, Employee Assistance Programme and the opportunity to work with great colleagues.
To find out more:
For more information about this role please contact Susan Lewis via email at: [email protected]
If you require any assistance or reasonable adjustments during the application or recruitment process, please let us know so that the appropriate arrangements can be put in place.
Please download the Job Description and Person Specification (pdf) to find out more about this role.
How to apply:
Apply online at: https://www.ambitionipswich.com/ where you can complete the online application form for this vacancy.
Closing date: 4 September 2024.
Interview date: week commencing 16 September 2024.
The selection process will involve taking a personality profile test and aptitude test, followed by a face-to-face interview.
Early applications are encouraged as we reserve the right to interview candidates who meet the essential criteria prior to the closing date and / or to close the opportunity to applicants once we receive sufficient applications.
Please note CVs are not accepted.
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