View Vacancy -- Customer Service Operations Manager
Haringey is a place of great diversity – it is a dynamic borough with strong and connected communities, a thriving cultural landscape, many opportunities for learning and development and part of a world city offering great potential to its residents
Haringey’s population continues to grow and to change reflecting a welcoming approach to new and diverse communities. In 2016 there was a population of over 278,000 with the most densely populated areas in the East (Tottenham). Over 187 languages are spoken in Haringey schools and 30% of residents do not speak English as their first language.
Changing times in Customer Service
This is a very exciting time for Customer Services in Haringey with improvements being implemented that are transforming the experience of residents of the Borough. To support us in providing an excellent customer experience to our residents we’re looking for an innovative and people focused Customer Service Operations Manager. This is an incredibly exciting opportunity to lead and develop Haringey’s Customer Service operation across all channels of contact.
We handle over one million customer contacts through phone, email and face to face across three locations. Therefore, this role is critical in supporting the redesign of services around our residents and their needs by representing their voice across the organisation.
What are we looking for?
This role is all about leadership. It’s about leading your management team by coaching, setting a clear vision, driving customer service excellence and removing barriers for your Team Leaders so they can focus on getting the best from their teams and doing the right thing for residents. This is a highly visible leadership role within the council, and you will work collaboratively with a range of service areas to re-design service delivery and transform the customer experience.
An important priority for the role is to create a positive and engaging environment where our staff live the Haringey values and deliver excellent outcomes for our residents. In the role, you’ll manage a team of Team Leaders, and have overall leadership of a team of over 60 people. Reporting to the Head of Customer Experience and Operations, you will operate as a key member of the Corporate and Customer Services management team.
- You’ll have strong interpersonal and communication skills, which you can evidence by how you’ve influenced and collaborated to achieve results. Combined with incredible people skills, you find it easy to communicate and engage with people from front-line teams to senior meetings and key clients. You’ll know how to get the best out of your people and evidence how you’ve built high performance teams.
- You’ll have a record of successfully delivering change and high performance within a customer service setting that has changing priorities and demands. You will also have a passion for proactively seeking creative and innovative solutions to long-term challenges, ensuring residents have a strong voice in guiding our future service delivery, identifying opportunities for further improvement and collaborating with others to deliver them.
- You will role model and drive a high-performance culture. You’ll be an expert in leading large teams and have a passion for delivering customer service excellence and creating a positive and engaged working environment for front-line customer service teams.
Closing Date: 29th September 2019