Customer Services Operations Manager

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Customer Services Operations Manager, Keynsham

Client:

Bath and North East Somerset Council

Location:

Keynsham, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

6a984e8423d4

Job Views:

3

Posted:

18.04.2025

Expiry Date:

02.06.2025

Job Description:

At Bath & North East Somerset Council we have one overriding purpose to improve people’s lives.

We're on the lookout for a dynamic and passionate Operations Manager with Contact Centre Experience to join our award-winning Customer Service team. If you're all about delivering top-notch customer service and leading a fantastic team, we want to hear from you!

About the Role

Able to travel to all locations and our frontline operational access points, Libraries and Contact Centre you will;

• Lead and Inspire: You'll be the go-to person for our front-line operation, including our Contact Centre. Your mission? To lead, motivate, and inspire your team to deliver exceptional customer experiences every day.
• Data-Driven Decisions: You'll dive into performance data, making smart decisions to improve our services and keep things running smoothly.
• Continuous Improvement: We're all about getting better and better. You'll drive a culture of continuous improvement, embracing new ways of working and digital initiatives.
• Strategic Planning: You’ll help shape the future of Customer Services and Libraries by planning for the future.
• Communication Pro: You'll keep the communication flowing within the team and with our external partners. Building strong relationships is key!
• Partnership Management: You'll ensure our partner liaison and service level agreements are top-notch, monitoring performance and managing outcomes like a pro.

About You

• Customer Service Guru: You know what it takes to deliver amazing customer service and can coach your team to do the same.
• People Person: You're great at building relationships and have a knack for motivating and developing your team.
• Analytical Mind: You love diving into data to make informed decisions and drive improvements.
• Change Champion: You're not afraid of change and can lead your team through new initiatives and ways of working.
• Communication Whiz: You can communicate clearly and effectively, both within your team and with external partners.

Why Join Us?

• Great Team: You'll be part of a supportive and friendly team that values your input and ideas.
• Opportunities to Grow: We're committed to your development and offer plenty of opportunities to learn and grow.
• Make a Difference: You'll have the chance to improve people’s lives through our Customer Services operation, Libraries and the overall success of our Contact Centre.

If you are interested in this post and require more details or just to chat through the role and what’s involved, please contact Clare Morris, Customer Services Business Manager, on [emailprotected] or call 01225396069.

Interview date: 23/05/2025

About Bath & North East Somerset Council.

Working at Bath & North East Somerset provides an opportunity to contribute to your community and make a positive impact on the lives of residents. Our values shape how we work to deliver public services, and how we communicate with the residents we serve. We care about the best outcomes for local people, through our public services.

Why Bath & North East Somerset Council?

We offer a wide range of benefits, to ensure that you are paid fairly for your work, have the flexibility to enjoy a great work/life balance, and have the support you need. Go to https://jobsandcareers.bathnes.gov.uk/why-work-us/our-benefits

At Bath & North East Somerset Council we have one overriding purpose to improve peoples live. Find out more about our values at https://jobsandcareers.bathnes.gov.uk/why-work-us/our-values

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us. Find out more on our commitment to Equality, Diversity and Inclusion at https://beta.bathnes.gov.uk/equality-and-diversity

We are a Disability Confident Employer find out more at https://shorturl.at/ajrsW