Customer Centre Manager Job at Lambeth Council in London
Customer Centre Manager Advert
PO6: £47,568 rising in annual increments to £50,559 incl. LW
Lambeth’s vision is to make access to council services simple for all our customers, ensuring that we offer a high quality, customer-focused service from start to finish, and that we enable maximum self-service for those that can.
During 2020 we have significantly modernised the way we serve our customers, which means most can get the information and services they need via the website or phone.
But for those customers who cannot or who find it very difficult to access council services online or by phone, it is vital that we offer a friendly, knowledgeable and inclusive face to face service to resolves issue promptly and effectively.
The Customer Centre in Lambeth’s modern purpose-built civic centre building in the heart of Brixton has been fundamentally redesigned during the pandemic, using feedback from customers and community groups to design a space that is welcoming, accessible, and offers privacy, calm and comfort.
As the face of the council, serving some of our most vulnerable residents or residents with complex needs and cases, we need a high-calibre individual to run the service with skill and passion. We are looking for a talented and dynamic leader who is completely customer-focussed, expert in delivering the highest standards of service, a champion for equality and diversity, and knows how to ensure the customer service workforce is empathetic and effective in achieving a ‘right first time’ service.
The Customer Centre Manager will be expert in creating calm and clarity in busy environments and high-pressure situations and developing and managing people to deliver consistently high standards. They will ensure that the customer voice is heard not just by those serving customers but also those managers responsible for designing and delivering services, influencing the way the council works so that we continually listen to our customers and change and improve how we work as a result. The manager will develop effective relationships across a diverse range of service areas and partners, making sure the different parties work together effectively for the customer’s benefit.
For more information and a confidential conversation contact the Osborne Thomas team: Email: [email protected] Tel: 020 3280 3671
Closing date: Sunday 8 February 2021
Job Description and Person Specification
Primary Location: London
Work Locations: Lambeth Town Hall Lambeth Town Hall Lambeth Town Hall, Brixton Hill London SW2 1RW
Job: Senior Management
Organisation: London Borough of Lambeth BU
: Head of service
Job Type: Full-time
Job Level: Day job
Job Posting: 12.Jan.2021, 11:16:14 AM
Company: Lambeth Council
Company Location: London