Contact Centre Manager

• Contract: Initial 5-months
• Organisation: Bury Council
• Pay Rate: £21.47 per hour (PAYE)

Bury Council are seeking a Contact Centre Manager to lead a comprehensive and responsive Customer Services team. This role is pivotal in enhancing service delivery for tenants of Bury Council’s Housing Services and other Council and Community services. The successful candidate will manage the workflow of the team, ensuring they are adequately trained and prepared to handle a diverse range of enquiries.

Day to Day of the role:

• Supervise day-to-day operations of the Customer Service Advisors, including recruitment, workload management, supervision, motivation, and appraisal.
• Analyse information to inform operational and strategic decisions, resolve queries and disputes, produce reports, and plan workloads.
• Develop and maintain relationships with Council Information Points, Bury Council, and external agencies and partners.
• Coordinate the complaints process, resolving informal complaints where possible.
• Engage with tenants to ensure their views shape the service.
• Work collaboratively with all teams to provide a seamless service, acting as an advocate for the tenant.
• Provide guidance and support for the organisation in tenant profiling, access to services, and customer care.
• Manage reception and postal functions for Bury Council Housing Services.
• Identify operational issues affecting the team and propose and implement solutions.

Required Skills & Qualifications:

• Experience managing, coordinating, and directing activities within a customer contact environment.
• Experience working with tenants to improve services, acting as an advocate for the tenant, and/or background within housing services would be advantageous.
• Knowledge and experience of staff supervision, including leading and motivating a large team, recruitment, monitoring work and performance, appraising staff, and identifying learning and development needs.
• Ability to train, coach, and mentor staff to improve service quality and staff development.

To apply for the Contact Centre Manager position, please submit your CV and a consultant will be in touch to discuss the next steps.