18 Jan

Customer Service Centre Operations Manager Jobs Vacancy at Crown Commercial Service Liverpool

Position
Customer Service Centre Operations Manager
Company
Crown Commercial Service
Location
Liverpool ENG
Opening
18 Jan, 2018 30+ days ago

Crown Commercial Service Liverpool urgently required following position for Customer Service Centre Operations Manager. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.

Follow the online directions, complete all the necessary fields, and provide all relevant information so your application is submitted correctly. When you click the 'Apply this Job' button (open in new window) you will be taken to the online application form. Here you will be asked to provide personal and contact details, respond to employment-related questions, and show how you meet the key selection criteria.

Customer Service Centre Operations Manager Jobs Vacancy at Crown Commercial Service Liverpool Jobs Details:

Background to CCS

Join our team of brilliant civil servants on a mission to strengthen the UK economy and deliver savings to the UK taxpayer, through innovative, efficient and effective public sector procurement.
We are the biggest public procurement organisation in the UK managing for around £12 billion of spend each year we also lead on developing and implementing UK procurement policy.

We use the collective buying power of the entire public sector and our commercial expertise to help our customers save time and money when buying common goods and services.

We love to help our customers find the right commercial solutions. Our customers use our commercial agreements to buy anything from locum doctors, police cars, electricity, IT networks, stationery and TV advertising.

We take care of the bottom line so our customers can deliver front line services.
Last year, we helped our customers to save £5.7 billion. Here are just a few examples:

• A large NHS acute trust saved over £2 million on its medical locums - the equivalent of 38 doctors’ salaries.
• Royal United Hospital Bath NHS Trust has saved £78,000 on electricity - the equivalent of three physiotherapists’ salaries.
• 34 local authorities saved £8.8 million on their IT hardware, by working together to increase their buying power.
• A group of London borough councils saved £750,000 on their postal services - the equivalent of running four libraries for a year.
• The Home Office saved £263,000 by auditing the compliance of their facilities management contracts - the equivalent of ten immigration officers’ salaries.
• The Department for Work and Pensions saved over £850,000 by extending their records storage contract - the equivalent of 50 benefits caseworkers’ salaries.

‘The Job’

The Customer Service Centre (CSC) Operations Manager will be responsible for managing a dual site customer service centre of c.20 front line customer service advisers delivering customer support via multiple channels. This is a small team handling over 15,000 enquiries per month and delivering increasingly high levels of customer satisfaction. The role will involve managing the delivery of operational targets through two direct team leader reports and onto the team of customer service advisers. The post holder will create and deliver plans for the development and improved efficiency of the team of customer service advisers. The post holder will ensure that service delivery performance measures are met, managing an agile, multi-skilled team and growing a customer service centred delivery team.
The role will require development of a wide breadth of product and service knowledge across CCS business areas. As an operations manager the post holder will support two team leaders, demonstrating ‘what great looks like’ in their management style and personal behaviours. Performance delivery, productivity and quality assessment, performance reviews and impactful coaching and objective setting will form core elements of the role. Performance will be measured in delivery of target measures, increased customer satisfaction scores, improved productivity, customer feedback and complaints and increased first point of contact resolution by the front line adviser team.

Key Accountabilities:

  • Manage the operational delivery of the CSC front line adviser teams, leading a team of direct reports including between 2 and 6 team leaders with a front line adviser team of c.20 staff.
  • Ensure the effective delivery of all CSC performance measures and increased levels of customer satisfaction after enquiry resolution.
  • Develop effective operating processes to ensure accurate, consistent and meaningful recording of all customer enquiries through the CSC.
  • Develop and deliver service improvement and enhanced efficiency within the CSC, including multi-skilling and multi-channel customer service adviser delivery.
  • Coach and develop team leaders as direct reports. Ensure consistent and effective wider management of CSC advisers through the ongoing professional development of team leaders.
  • Drive and deliver quality assurance, utilising customer feedback and live examples to support increased effectiveness in coaching, development and upskilling of customer service advisers in the team.
  • Integrate new services into the CSC, ensuring all advisers are trained in new procedures and able to deliver increasing levels of customer satisfaction across all services.
  • Work as an effective part of the CSC management team, operating within the CSC values and developing strong relationships with members of the management team.
Essential Criteria:
• Previous experience of managing a Customer Service/contact centre or operational delivery team in a similar position.
• Experience in managing an operational delivery team or team of contact centre agents and improving performance in line with target measures.
• Skilled in designing, implementing and improving standard operating procedures in an operational delivery or contact centre environment.
• Customer service ethos - experience of delivering within a service environment and achieving excellent customer service results, supported by strong experience in managing complaints through effective root cause analysis.
• Ability to consistently recognise improvement and efficiency opportunities and to demonstrate a logical, considered and pragmatic approach to challenges when under pressure.
• Experience of working in a shared service environment, managing effective team delivery as part of a wider service team and combined service model. Ability to work effectively alongside other service and team managers to enable consistent and integrated service delivery.
• A confident manager, and strong member of a small management team, with the ability to effectively prioritise and succeed in a cross-functional, fast -paced environment with the pressure of multiple deadlines and multiple internal stakeholders.
Competencies
We'll assess you against these competencies during the selection process:
Delivering at pace

Changing and improving

Collaborating and partnering

Making effective decisions

Managing a quality service

Leading and communicating

Civil Service Competency Framework Benefits Pensions Civil Service pension schemes may be available for successful candidates. Benefits Flexible Working Hours
Childcare Vouchers
Pension
Competitive Leave Allowance


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