SalaryGBP £39,543 to £41,466 39543
DepartmentFinance & Resources
Contract TypeFixed Term / Secondment - Full Time
Fixed Term/Secondment Contract (12 months)
Hackney Council is looking for two Customer Services Team Managers to help us drive forward improvements in customer services. Customer Services are at the heart of what the Council is about. We are here to serve our residents and improve their quality of life. Our customer service teams are a vital signpost and access point for all the ways we can support people who live, work and visit Hackney.
Over the past few years we have been working hard to improve the way we respond to our customers. We have made it simpler and quicker for people to access the service they need. We have brought different functions together under one roof – the Hackney Service Centre. We have also explored new ways to interact with people to keep up with new trends and advances in technology.
As a Customer Services Team Manager you will manage up to 16 people. You will be responsible for the rota and making sure your team reaches their targets and is properly trained. As well as responding to customer queries, your role will involve managing our response to complaints. You will use our customer satisfaction surveys to help assess your team’s performance and encourage them to enter awards like Hackney Stars and the WOW awards.
You should have good management and communication skills. You will need to be able to create a positive working environment, motivating your team to do the best they can for our residents and those who work and visit Hackney. You should be able to build working relationships with members of other council departments and be able to adapt quickly to changes like new legislation or technology that may impact your work.
You should understand the technology used in call centres and be keen to find out about the services the council offers. You must also understand how we might harness the power of social media to help improve our performance. We will need you to be available to work shifts on a rota during our operating hours – Monday to Friday, from 08:00 to 17:00.
We would like you to have a strong performance management background with supervisory experience. You need to understand the importance of our targets to help meet the needs of those who use our services. You must also ensure our work is accessible to our whole community including those who are vulnerable or disadvantaged. You should have excellent interpersonal skills and ideally be educated to NVQ level 4 or equivalent.
Hackney is one of the UK’s highest performing local authorities, serving one of London’s best places to live and work. We have achieved a huge amount: our services, our schools, our public spaces are all amongst the very best. We have changed the reputation, not just of the Council, but of Hackney itself. Bringing jobs and investment into the borough, securing the legacy from the 2012 Games, and making this a place of which we can all be proud.
When applying, there will be a number of questions relating to the post on the application form. It is essential that you complete the application questions, responding to each using examples of your skills, knowledge and experience. You are not required to submit a supporting statement or CV.
Closing date for applications: 22 October 2019
Interviews: w/c 11 November 2019
We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.
Hackney Council works to eradicate discrimination on the basis of race, religion, gender, gender identity, sexual orientation, disability, pregnancy and maternity, age and marital status. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.