The Role
Can you help Southwark Council to shape a brand new leisure service that supports all its residents to lead healthy lives?
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. In June 2023, Leisure Services transferred to full council management. This is a unique opportunity to be part of building a new future for leisure services in Southwark.
We are looking for a passionate and experienced Customer Service Manager, you'll be the driving force behind customer loyalty and satisfaction at your centre. The role involves answering and making calls, listening closely to customers, and ensuring you and your team deliver a high standard customer service journey.
This position involves motivating and managing people and requires someone with excellent communication skills. Reporting to the Service Customer Experience Manager, we are looking for someone who can offer excellent customer service across multiple platforms. Resolving queries and providing guidance, someone with the skills to collaborate with team managers to enhance customer experiences, contribute to facility maintenance, and innovate for positive change, someone who brings good energy, has a proactive and positive attitude and cares for our customers. You will be passionate about leisure and constantly looking for opportunities to drive the business forward, encourage healthy activity, and help reduce health inequalities in the borough.
The role will sit in the Environment, Neighbourhood and Growth department, which is responsible for the day-to-day management of parks and open spaces, trees, sports and leisure, cemeteries, youth and play, highways, roads, parking, refuse collection, street cleansing, culture and libraries.
About You
- Hold a Customer Service Level 2 (or equivalent) qualification
- Experience working in a customer facing environment, providing the highest levels of customer care.
- Experience in working towards and achieving targets
- Experience using CRM to manage the sales process and forecast sales
- Customer complaint resolution skills
If you would like to informally discuss this role, please contact Paul Lambert, General Manager, at Paul.Lambert@southwark.gov.uk
Additional Information
- Job type – Permanent (Full Time)
- Will be required to work occasional weekends and evenings to meet the needs of the service.
- Basic DBS check required.
- Comply with and promote the Council’s Equal opportunities policy
Benefits and more information
https://jobs.southwark.gov.uk/why-us/
Recruitment timetable
Application closing Date: 24th March 2024
Interview Date: 04th April 2024
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.
Guaranteed Interview Scheme
As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role, and identify with one of the below criteria:
- Members of the Armed Forces and veterans
- Are currently in care, or have previously been in care
- If you consider yourself to be disabled or if you have a long-term health condition
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