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Team manager

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Organisation: Cambridgeshire County Council   Hours: 37.00
Salary: £37,320 - £40,198   Working Pattern:Permanent
Location: Amundsen House - St Ives   Reference: 17035

Closing date:

21 January 2019 at midday
Customer Services is responsible for the delivery of an efficient and effective customer focussed multi-channel service across four operational sites, on behalf of County Council Services and partner agencies. The service incorporates one operational contact centre and three corporate reception sites, based in Cambridge, Wisbech and Huntingdon. We are looking for an energetic, enthusiastic and motivated Team Manager to lead, manage and develop both the services that we offer and a team of Customer Service Advisors/Assistants.

The ideal applicant will have extensive knowledge and experience of delivering customer care excellence and will be able to deliver a professional and consistent contact handling service to customers ensuring that performance indicators are achieved. This role includes responsibility for the management and development of a wide variety of county council services, for whom we deliver a contact handling service and for ensuring that operational procedures are implemented and regular service monitoring/review meetings take place to resolve issues and to inform service improvements.

Team Managers are responsible for the line management support, coaching and development of team members in a timely and effective manner, in addition to acting as the first point of contact for customer escalations and the management of feedback. All staff are matrix managed in accordance with the Customer Services job family, to ensure that skills are fully utilised and staff are motivated to reach their full potential within a positive performance management culture.

Further to these primary accountabilities, this position involves close working with the Digital Strategy Team to facilitate channel shift from conventional service delivery methods to more cost effective and efficient solutions. The post holder will be required to act as a work stream lead for cross cutting council transformation projects and will maintain responsibility for the delivery of internal initiatives which will change working practices within Customer Services.

The post holder must be able to demonstrate a positive approach to change and the capacity to succeed in a demanding and sometimes pressured environment. The ability to develop and maintain constructive working relationships with stakeholders, partners and customers is key to this role, in order to influence opinion on key Customer Services strategic and tactical issues with a view to seeking effective joined up thinking about future service provision.

Applicants must be willing to travel between operational sites, as required by the needs of the role.
For an informal discussion about this role, please e-mail Daniel.Jenkins@cambridgeshire.gov.uk to facilitate a suitable time for a chat.

Testing for short-listed candidates will take place at Amundsen House, St Ives during weeks commencing 21st and 28th January 2019. Interviews will follow for successful candidates from testing.


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