Job Description
TENDRING DISTRICT COUNCIL
ROLE DESCRIPTION
Role Title: Customer Contact Manager Post No: 10001484
Department: Partnerships Reporting to: Head of People Grade: 8 / 9
In order to be considered for this post you will need to submit your CV and a covering letter demonstrating your suitability for the role based on the competencies outlined in the attached job description and person specification. Please send your CV and covering letter to recruitment@tendringdc.gov.uk
Job Purpose
Be responsible for the efficient and effective management of customer interface via the Contact Centre and Print and Postal Hub including service development and delivery across the section and provide strong leadership to customer facing and support staff empowering them to continually improve and develop the services they provide. Delivery of an excellent customer experience, through various contact channels and in a fast paced and challenging area of business Ensure that the functions of the section are delivered within the Council’s framework of policies, quality standards, performance targets, budgetary control and legislative requirements. Management support and performance monitoring/reporting Deputise for the Head of People.
Job Activities
a) Support the Head of People and Senior Managers in developing and delivering the corporate vision, values and priorities of the Council.
b) Day to day management of the Customer Contact Centre ensuring that a customer focused interface is provided which seeks to enhance the quality of the customer experience.
c) Day to day management of the Council’s Print and Postal Hub, ensuring the efficient processing of post and printing, as well as the development of commercial opportunities
d) Driving technology enabled business change focused on improving the customer’s experience and increasing the number of digital services available.
e) Development and implementation of service strategies and policies.
f) Embed a performance management culture within the business area as a means of driving business improvement by ensuring clear objectives, feedback and the improvement of customer service through behaviours aligned with our values.
g) Provide a customer focused interface which seeks to enhance the quality of the customer experience whilst meeting statutory and other requirements.
h) To be responsible for the development and maintenance of the section’s Business plan to maintain financial viability of key operational services and to put in place and keep up to-date the financial controls and procedures required for running of the section in close co-operation with the Head of.
i) Seek to utilise new technologies and business process streamlining to drive operational efficiencies.
j) To contribute to the overall strategic management of the Partnerships department as part of the management team and in particular to support business performance monitoring and communications strategies.
k) To be responsible for the effective management of staff within the area of responsibility, including workforce and succession planning and the preparation and implementation of annual performance plans.
l) To lead or participate in multi-disciplinary projects; to represent the organisation at meetings with external partners and other stakeholders.
m) To be responsible for the preparation of the section’s annual budgets in accordance with legal and organisational requirements and within specified deadlines including relevant capital and revenue programmes.
n) In collaboration with the Head of People, be responsible for the effective monitoring of relevant budgets: to produce regular monitoring reports for the Management team and the Council and make recommendations for action where necessary.
o) To lead and advise on and participate in major service reviews and value for money studies in line with best value principles.
Corporate Responsibilities
- Must achieve good performance on relevant performance indicators both local and statutory, and ensure that all employees understand the aims and objectives of the service, and are able to maximise potential and achievement.
- Must ensure that employees can relate their work to the Council’s overall corporate strategy and priorities.
- You are required to adhere to the Council’s HR and ICT policies, procedures and schemes, including E Mail, Internet, Intranet, IT Monitoring, ICT Security, Records Management and Retention as well as financial and contract regulations, delegated powers, the Data Protection Act and the Freedom of Information Act.
- Must maintain high quality corporate and service standards and best practice as required.
Special Conditions
- You will be required to attend evening meetings, work all reasonable hours to ensure deadlines are met and attend out-of- hour’s emergencies in connection with any functions undertaken by the Council.
- Fundamental to the responsibilities of this post is the ability to respond flexibly, positively and successfully to the ever changing pressures which local authorities face, adopting professional techniques and good practice at all times.
- The Health and Safety at Work Act and other associated legislation places responsibilities for Health and Safety for all employees. Therefore, it is the post-holder’s responsibility to take reasonable care for the Health, Safety and Welfare of themselves and other employees in accordance with legislation and the Council’s Health and Safety Policy. Specific duties are outlined in the Policy.
- You must keep up to date with and implement any changes insofar as they apply to your role be they new or amended legal requirements, internal and external policies or any Council or delegated decisions.
This job description is a guide to the duties the post-holder will be expected to undertake. It is neither exhaustive nor exclusive and will be changed as working requirements dictate. This job description is a guide to the duties the post-holder will be expected to undertake. It is not required to be exhaustive or exclusive and will be changed as working requirements dictate.
Person Specification
It will help the assessment of your application if you ensure it addresses how you meet each of the requirements set out in this document. If appropriate, please set out the actions you are willing to take to close any gaps.
Professional and Technical Development
1. An appropriate level 6/7 professional or vocational qualification (commensurate knowledge gained through experience and personal development will be considered).
2. Chartered status or other higher level membership of an appropriate professional body relevant to one or more of the operational areas.
3. A Level 3 Leadership or Management qualification (commensurate knowledge gained through experience and personal development will be considered).
4. Experience of working in a complex and diverse organisation at a senior level undertaking similar functions and duties to those in the job description.
5. Having a consistent record of giving sound professional advice and building success through effective and productive working relationships.
6. Budget management skills.
7. Demonstrable literacy and numeracy skills.
8. Proficient in MS-Word, Excel and Outlook (a Level 2 IT qualification would be an ideal way to demonstrate this).
9. Demonstrable experience of managing key operational services at a senior level
10. Eligible to work in the UK.
COMPETENCY REQUIREMENTS
The following competencies will be used in making the initial selection decision:
1.1 Deciding and Initiating Action
a. Makes prompt, clear decisions which may involve tough choices or considered risks.
b. Takes responsibility for actions, projects and people.
c. Takes initiative, acts with confidence & works under own direction.
d. Initiates and generates activity
1.2 Leading and Supervising
a. Provides others with a clear direction.
b. Sets appropriate standards of behaviour.
c. Delegates work appropriately and fairly.
d. Motivates and empowers others.
e. Provides staff with development opportunities and coaching.
f. Recruits staff of a high calibre.
4.1 Writing and Reporting
a. Writes clearly, succinctly and correctly.
b. Writes convincingly in an engaging and expressive manner.
c. Avoids the unnecessary use of jargon or complicated language.
d. Writes in a well-structured and logical way.
e. Structures information to meet the needs and understanding of the intended audience.
4.2 Applying Expertise and Technology
a. Applies specialist and detailed technical expertise.
b. Develops job knowledge and expertise (theoretical and practical) through continual professional development.
c. Shares expertise and knowledge with others.
d. Uses technology to achieve work objectives.
e. Demonstrates appropriate physical co-ordination and endurance, manual skill, spatial awareness and dexterity.
f. Demonstrates an understanding of different organisational departments and functions.
6.2 Delivering Results and Meeting Customer Expectations
a. Focuses on customer needs and satisfaction.
b. Sets high standards for quality and quantity.
c. Monitors and maintains quality and productivity.
d. Works in a systematic, methodical and orderly way.
e. Consistently achieves project goals.conomic Growth and Leisure
Job Types: Full-time, Permanent
Salary: £34,723.00-£41,496.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- Gym membership
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: Hybrid remote in Clacton-On-Sea
Application deadline: 15/06/2023
Reference ID: 10001484
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