Customer Development Manager - MOR09855
| Posting date: | 30 August 2024 |
|---|---|
| Salary: | £58,887.40 to £64,316.20 per year |
| Hours: | Full time |
| Closing date: | 20 September 2024 |
| Location: | Moray Area, IV30 1BX |
| Company: | Moray Council |
| Job type: | Permanent |
| Job reference: | MOR09855 |
Summary
Job Description
To lead and develop the Customer Experience within the Council. Lead the Customer Services teams to ensure they deliver the required performance, being committed to delivering a great customer contact experience through a variety of customer contact channels including digital, email and phone. Develop and continuously improve Customer Service operations and the wider customer experience across the Council to meet the Council’s transformation objectives, ensuring that these services operate as efficiently as possible. Provide advice and guidance to senior management team, corporate management team and elected members as necessary.
Requirements
Shape and lead Customer Services teams including frontline access, Contact Centre, Mail Room, Print room, Development team and Sharepoint teams to meet Council and service needs.
Develop the Customer experience within the Council and the Corporate Plan objectives to enhance digital service provision to transform the way the Council works and how customers access our services to deliver efficiencies.
The Individual
Project management experience in a multi service environment
Experience of use of digital solutions to improve business efficiency
Proven experience of managing a contact centre or customer services
Experience of dealing with the public in a service delivery environment
Experience of leading and managing teams through organisational change
Experience of managing departmental budgets
Experience of managing people, HR practices and business improvements
Educated to degree level or equivalent in a relevant discipline or the ability to demonstrate equivalent experience
Excellent stakeholder engagement and communication skills
Clear and articulate communication skills
Project management
Self-motivated, have the ability to work with minimum supervision and the ability to work as part of a team to meet corporate needs
Flexible to work to deadlines and pressures in a rapidly changing corporate environment
Act as a role-model and leader for others, by motivating, supporting and providing clear direction at all times
Good numeracy and keyboard skills with a strong background in working with a variety of computer systems to input and retrieve data
Well developed oral and written communication skills
Ability to multi-task, work accurately to deadlines/ targets, work under pressure and prioritise your workload
Ability to gather, understand, analyse and interpret information and concepts, verbal or numerical, about people or situations, quickly
A desire to understand and resolve business processes
Be customer focused and have data protection and complaint awareness
Ability to take responsibility for activities or issues and to be accountable for their timely delivery
Organisational awareness and the ability to resolve conflict
Ability to work effectively in a busy office environment and remotely
Closing Date: 20 September 2024
Starting Salary: £58,887.40 per year
£31.24 per hour
36.25 hours per week
For further information please contact Alasdair McEachan: Alasdair.McEachan@moray.gov.uk
Proud member of the Disability Confident employer scheme