Customer Services Manager – Internal

We adopt a ‘name blind’ approach to shortlisting. Recruiting managers will not have access to personal information, including your name and contact details, until a shortlisting decision has been made - please note that this also includes any CV uploaded. Equality monitoring information is not accessible by recruiting managers at any stage.
Kirklees
Adults & Health
Communities and Access Service
37
1
Based at Huddersfield Customer Service Centre
Permanent
Grade 10

£35,745 - £38,223

This job is internally restricted. To apply for this job you must be an employee of the Council for the duration of the recruitment process – up to and including the start date. You must also be a substantive employee (or an employee with 12 months continuous service or more) of the Council or an Apprentice. Please note that if you work for an Academy you are not an employee of the Council.

Customer Services works on behalf of a number of Council Services, helping Kirklees residents with a range of enquiries and transactions with their Council.  The job of Customer Services Manager is to manage a team of Customer Service Officers, who deliver excellent customer service to meet the diverse needs of the community of Kirklees.  As Customer Services Manager you will be responsible for the recruitment, induction and training of new staff and the continuous development and performance management of your team. You will work closely with colleagues in other Council Services to ensure that the Customer Services team have the correct information about changing services and processes to be able to advise residents efficiently.  You will foster professional relationships with Services, providing accommodation/resources as needed for them to serve customers directly in the Contact Centres, if appropriate.

The council has taken an innovative approach to designing customer service environments which supports and encourages customers to self-serve where appropriate.  You will support further opportunities to move customer transactions online whilst ensuring assistance for more vulnerable customers. You will ensure queue flow supports high standards of customer service and data is used to identify service trends, discussing and amending processes as required, to deliver service excellence.  Knowledge of Council Services is not essential as full training will be given, but a proven track record in customer service management is key. 

In order to be shortlisted please demonstrate how you meet the essential criteria on the attached job profile.

Interviews to take place 12th and 13th August


Diane Chapman is the manager for this role, please contact them on 01484 221000 for an informal discussion, or if you need any more information. 
We know there’s a wealth of talent among people who have a disability and we encourage applications from people with all differing abilities. So, if you need any support completing an application form, or any other format for the application or Job Description please contact the Recruitment Team for help by email: jobs@kirklees.gov.uk or phone: 01484 221000 and ask for ‘Recruitment’.
We are committed to safeguarding and promoting the welfare of vulnerable adults and children and young people and expect all staff and volunteers to share this commitment.

01 August 2021, 11:55 PM

Important Information

This vacancy is closed to applications.