About Southwark:
Southwark is a large, ambitious and progressive council with a ‘can do’ attitude and enviable reputation. As a Council, we are successful, passionate and forward thinking. We are committed to our ‘Fairer Futures for All’ promise, which ensures that our residents and businesses are central to everything we do. If you want to make a difference at a local level, apply to Southwark Council today.
The Role:
You will have sound operational expertise and serve as a subject matter expert on a multi-channel approach to contact handling.
You will coordinate the activities of the daytime, SMART and out of hours managers and put measures in place to ensure seamless transitions during shift changes.
You will oversee the activities of service managers in delivering contact centre services and ensure swift responses to workforce performance issues.
You will design robust strategic and operational processes and coordinate all transactional activities on the contact centre floor; and identify lapses and risks affecting productivity and promptness of service delivery.
You will engage with internal and external stakeholders, contractors and partners. In setting up cyclical and ad hoc forums for engaging council services to gather information about planned activities and campaigns, with a view to passing on information to the quality and performance team, for application in forecasting, scheduling and other planning activities.
The successful candidate must be an experience senior contact centre operational manager, with a record of accomplishment in entrenching discipline and professionalism in all aspects of contact handling, via multiple channels.
They will be the escalation point for all On-Call activities, for team managers and service managers and demonstrate aptitude and flexibility to lead in a 24-hour customer-facing environment. They will guide service managers and other management grades in with a view to designing structured and frugal transition of current service models into more modern outlooks. In this regard, they will need to demonstrate a structured understanding of transactional analysis, with a view to consolidation of work streams, as boost for cost savings and resources maximisation.
About You:
Ideally, you will have a sound local government or comparable public sector background, with a sound understanding of governance issues and the subtle intricacies and dynamics of functioning effectively in a politically challenging environment. You must have a firm understanding of trade union relationship management and be able to negotiate terms or reference expertly. You must be able to engage with a variety of audiences during the challenging iterations normally prevalent in public services.
You must understand and be committed to the principles of equality, diversity and inclusion; and be ready to champion Southwark cultural values and behaviours, as well serve as a conduit between corporate HR and local interests and understand HR policies and processes.
You will need to be resilient, emotionally sensitive and demonstrate a heightened level of tolerance, when engaging with staff.
You must have a passion for customer services improvement and be committed to continuous service improvement.
Additional salary details
This role attracts JNC Benefits to the value of £2724.00 per annum, this is a cash payment.
To apply for this role, please use the link below as only applications via the link will be considered
Recruitment timetable
Closing Date: 25/11/2022
Interview Date: 12/12/2022
We are an organisation who is passionate about our people and understands that richness of diversity is a requirement to provide the best possible services to our communities. This is demonstrated through our council-wide ambitious commitment to tackle racial inequality in our communities and workforce through our Southwark Stands Together initiative. We particularly welcome applications from members of the black, Asian and ethnic minority communities to increase representation at senior management level in the Council.
Attachments
