Customer Development Manager

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