We are looking for an experienced operational Customer Services Manager to build and manage a new Customer Services Unit within Highway Services. The role reports directly to the Head of Highways and Transport, and will be a key member of the senior management team of Highway Services. It is vitally important that we serve customers well and you will have a high degree of autonomy to make changes that demonstrably improve the quality of service we provide.
As the Customer Services Manager, you will act as the «voice for the customer» by developing an excellent knowledge of what our customers require, including all stakeholders both internal and external. You will be responsible for managing customer expectations within tough financial constraints, as well as translating organisational objectives into customer delivery solutions and defining customer journeys through the County Council, our Customer Contact Centre and contractor services.
You will have extensive experience leading a substantial customer services operation, with performance management and line management activities at a senior level. You will have developed an in-depth understanding of customer needs and activity by mapping and managing all journeys relating to the services and the end user. You also will have a proven ability to reduce end to end process times, minimising the complexity across all customer entry and exit points and managing a channel shift towards self-serve.
To succeed in this demanding role you will need to demonstrate a high degree of interpersonal and communication skills, to engage and influence senior level stakeholders and have the ability and confidence to credibly challenge the status quo.
Apply here: http://service.joberate.com/redirect/url/05c6-72-af-a4-4aadfd