Customer Service Contact Centre Manager

Customer Service Contact Centre Manager

Salary: £52,413 - £56,730 (Grade 8)

Hours: Full Time 37 Hours

Contract type: Full time (37 Hours), permanent

Work Style: Flexible

City of Wolverhampton Council is looking for an experienced and forward thinking Contact Centre Manager to lead the delivery of high quality customer contact across face to face, telephone, email and digital channels. This is an exciting opportunity to shape a high performing service, drive continuous improvement and help ensure residents, businesses and visitors can access council services easily and effectively.

What you'll do

• Lead the operational delivery of customer contact services across multiple channels.
• Provide visible leadership to teams and managers, ensuring excellent day to day service performance.
• Drive productivity, performance and service improvement, using insight and data to inform decisions.
• Work with senior stakeholders to plan for change, demand and future service developments.
• Support and develop leaders and teams through coaching, performance management and continuous professional development.
• Ensure complaints, escalations, compliance and operational risks are managed effectively.

What we're looking for

• Substantial management experience in a customer service or contact centre environment.
• A track record of leading operational teams, improving performance and delivering change.
• Strong communication and stakeholder management skills, with the ability to influence at all levels.
• Experience using performance data, CRM systems and contact centre technology to improve services.
• A commitment to excellent customer experience, equality, compliance and continuous improvement.
• A relevant professional or management qualification, or equivalent experience.

Contact Information

If you are interested in applying for this position, please contact Lisa Powell at .

Diversity and Inclusion

We are committed to building a workforce that is reflective of the diverse community we serve and to providing an inclusive workplace for all. The Council is a Disability Confident Employer, and we support a diverse range of backgrounds and experiences.