Customer Service Manager - REQ07070

INTERNAL APPLICANTS MUST APPLY VIA MYSELF

NLC 9 - £37,601 - £42,115 per year

Are you an experienced customer service leader with a passion for delivering outstanding customer experiences and leading high-performing teams?

Active NL is seeking a proactive and motivated Customer Service Manager to lead our central Customer Service Team and play a key role in supporting the delivery of health, fitness, sport and wellbeing services across North Lanarkshire.

As Customer Service Manager, you will be responsible for ensuring the highest standards of customer care, service delivery and operational performance. You will lead a dedicated team managing memberships, customer enquiries, complaints, financial administration and digital customer engagement, helping to drive customer satisfaction, retention and business growth.

What You'll Do

• Lead, motivate and develop a team of Customer Service and Subscription Administration staff.
• Oversee customer enquiries and complaints, ensuring excellent service resolution.
• Manage membership administration and direct debit processes, ensuring compliance and accuracy.
• Plan workloads, staff rotas and resources to meet operational demands and key deadlines.
• Deliver training, coaching and performance management to support staff development.
• Monitor performance indicators and produce management reports.
• Support customer acquisition and retention initiatives through effective communication and promotions.
• Manage customer communications through digital platforms, including the Active NL app.
• Work collaboratively with colleagues, partners and stakeholders to continuously improve services.
• Ensure compliance with financial procedures, data protection legislation and relevant regulations.

About You

You will have:

• A SVQ3/HNC or Equivalent in Business Administration or management
• Significant experience leading teams within a customer-focused environment.
• Strong people management and coaching skills.
• Experience managing workloads, rotas and staff performance.
• Excellent communication and interpersonal skills.
• Experience working with financial records and administrative systems.
• Strong IT skills and experience using Microsoft Office applications.
• The ability to build positive relationships and confidently engage with customers and colleagues at all levels.
• Excellent organisational skills with the ability to manage competing priorities.

It Would Be Great If You Also Have

• Experience within sport, leisure or membership-based services.
• Knowledge of direct debit processes and membership management systems.
• Qualifications in business administration, management or customer service.

Why Join Active NL?

This is an exciting opportunity to make a real impact on the health and wellbeing of communities across North Lanarkshire. You'll join a forward-thinking team committed to delivering excellent customer experiences while supporting participation in sport, fitness and wellbeing activities.

If you're an experienced leader who thrives in a fast-paced customer service environment and enjoys driving continuous improvement, we'd love to hear from you.

Apply today and help shape the future of customer service at Active NL.

Work Pattern – 35 Hours - Flexible

Monday – Thursday - 8:00am to 6:00pm

Friday – 8:00am – 4:00pm

Working here at North Lanarkshire Council 

If you’re considering a career with us, you’ll be keen to know what’s in it for you.  We have a great package of benefits available, from health and wellbeing to finances and family.  This includes 27 days annual leave and 6 public holidays*, and a wide range of benefitsavailable to you,find out more at work well NL.We also have a full package of learning and development through our learning academy LearnNL to help you reach your full potential and further your career. 

For more information on local authority careers visit the myjobscotland career hub 

North Lanarkshire Council are Happy to Talk Flexible Working, we operate a Smarter Working Policy. 

Click here to see our Recruitment Charter. 

*For all casual/sessional roles, you will receive 12.1% of your hourly rate for every hour worked in total recompense for annual leave, including public holidays. These rates will be indicated separately on your payslip.  You will only be paid for the hours that you work. 

North Lanarkshire Council has reached its current allocation of Certificates of Sponsorship and, as a result, we are unable to provide visa sponsorship at this time.

We are a Disability Confident Leader and offer a guaranteed interview to applicants who consider themselves to be disabled, as long as they meet the essential criteria of the person specification/job description. 

We have also adopted the Armed Forces Community Covenant to show our support for service personnel, veterans and their families. We offer a guaranteed interview for service leavers, spouses, reservists and veterans, as long as they meet the essential criteria of the person specification/job description. 

North Lanarkshire Council is committed to #KeepingThePromise. This means that if you have ever been in care (looked after at home with a social worker, lived with a relative other than your parents, experienced foster, residential or secure care) you are entitled to a guaranteed interview for this post, as long as you meet the essential criteria of the person specification/job description. This is one way North Lanarkshire is demonstrating our commitment to supporting Care-Experienced People. 

The Plan for North Lanarkshire is to be the place to live, learn, work, invest and visit. The Council recognises that work is an important part of adult life and is critical to our wellbeing and shaping how we live. The Fair Work Convention’s Framework defines Fair Work as work that offers effective voice, fulfilment, opportunity, respect and security. We believe Fair Work can boost creativity, realise untapped potential and increase productivity. To find out more click on the link. 

Alternative Application Packs can be requested in other formats for example, Large Print, Braille, and Audio. To request an alternative Application Pack please phone 01698 403151. 

The following link contains our Easy Read documents which will help explain the process and what happens during the selection process: Easy Read – My NL 

***PLEASE NOTE WE DO NOT ACCEPT CVS IN PLACE OF THE APPLICATION FORM. TO BE CONSIDERED FOR THIS VACANCY YOU MUST ENSURE AN APPLICATION FORM IS SUBMITTED. ANY CV SUBMISSIONS WILL BE DISREGARDED.***