Description
Our client, a local authority is looking for an Interim Contact Centre Manager to lead the integration of consolidated' customer service activity and staff from Service Areas into the Customer Service function, leading business readiness and ensuring full business continuity, and the assimilation of teams and activities into existing performance and quality cultures. Work closely with a range of service managers and assistant directors across the council to ensure that the Contact Centre supports every part of the organisation as fully as possible.
You will be required to maintain good relations with a wide range of senior managers across the council to ensure that all opportunities for consolidation are realised and to input into strategic and operational plans for face to face customer service provision, promoting the voice and needs of the customer, and seeking continuous improvement in customer service provision.
To apply, the following experience is required:
Experience of managing a Customer Service function of at least 30 FTE
Experience of managing a Customer Service Supervisor Team
Experience of managing significant operational change in a Customer Service operation, covering new activities and processes, a significant increase in traffic, new teams and new technology
Experience of working with operational managers and project managers and project team leaders to develop and implement projects and improvement initiatives