Contact Centre Team Manager

Location
Camden, London (Greater)
Salary
£36,630 - £42,490 per annum
Posted
05 Sep 2019
Closes
22 Sep 2019
Ref
190000K7
Job role
Manager
Contract Type
Full time

This role is all about leadership. You’ll lead a team of up to 15 Customer Service Officers (CSO’s) by coaching, performance managing and most importantly removing barriers for your CSO’s so they can focus on doing the right thing for customers. It’s about leading across Repairs & Operations so you’ll work collaboratively with other Team Managers to ensure we have consistent high performance across the contact centre. You’ll be ensuring customers receive an exceptional experience by delivering an efficient and easy experience for customers when they need to Repairs & Operations department. You will form strong working relationships with service areas, ensuring it’s a two way relationship that works tirelessly to ensure the customer experience is always top priority.

As part of Camden 2025 plan, we’re focusing on making things easy for customers. Repairs & Operations had over 100, 000 customer’s conversations in 2018 – through phone and email. We’re looking for someone who can deliver results through people and make it easy for customers to contact Repairs & Operations whenever and however they want. Therefore, we’ll be embarking on a three year programme to transform the citizen experience, and the Contact Centre within Repairs & Operations plays a crucial part in this.

Ideally you will have contact centre management experience in an operational environment such as a Housing Repairs or Waste and recycling service. You will have extensive knowledge and skills managing a team through a period of significant change and willing to go the extra mile to get the job done. Customer service focus at all times is important and your understanding of being the voice of the customer should be part of how you operate.

About Camden 

Camden’s main offices are located in modern, award-winning offices at King’s Cross. You can expect an exceptional range of benefits including discounted access to the onsite leisure facilities with swimming pool, recognition and reward for high performance with progression and pay increases, flexible and agile working hours and access to a leading pension scheme.

Camden is proud to be the country’s first Timewise council and as part of this accreditation, we work to help parents balance work with childcare. This fits in with our aim to be leaders in innovative, flexible and part-time working that allows for different patterns of care and for parents to share childcare responsibilities.

Click HERE to see the full details of our excellent benefits

Make it work for you. Make it your Camden. 

Discover and Diversity 

To “discover” more about Camden and our commitment towards diversity, equality and safeguarding, please visit our recruitment website 

How to apply

To apply for this job please follow the "Apply" link. In the ‘Why you?’ section of the application form you will be expected to explain how you meet the key requirements for this role listed in this advert. When explaining how you meet each of the requirements, please give examples that clearly demonstrate your skills, knowledge and experience. When writing your examples give a brief description of the situation or task but focus on the actions you took and the result of your actions. 

Camden is committed to making our recruitment practices barrier-free and as inclusive as possible for everyone. This includes making adjustments or changes for people who have a disability or long-term health condition. If you would like us to do anything differently during the recruitment process, or provide any information in an alternative format, please contact us on 020 7974 6655, at resourcing@camden.gov.uk, or post to 5 Pancras Square, London N1C 4AG.

Closing dates for applications: Sunday 22nd September 2019 23:59

Interviews to be held: W/C 23rd September 2019

Please quote reference: 190000K7

To view the Job Profile please click HERE

Camden welcomes new employees on a monthly basis; next available dates for induction are 21st October 2019 and 18th November 2019