Customer Service Centre Operations Manager

Are you passionate about customer service?

Do you have experience in managing a large team?

Are you self-motivated and able to motivate others?

If so, we would love to hear from you!

The post holder is responsible for the leadership and management within the Customer Service Centre. They will utilise available resources to meet the priorities of the business and review on a regular basis.

The post holder will play a vital role in the delivery of the Contact Centre Strategy and any new products to be serviced by the Customer Service Centre.

They will ensure the team provides a quality service to customers with a view to resolving enquiries on first contact either by telephone, email, social media and webchat on any current or new products delivered by the Customer Service Centre and the achievement of application processing targets.

Responsibilities include but are not limited to:

• Take a pro-active role improving the quality of the service we provide customers by setting standards and monitoring customer satisfaction levels.
• Demonstrate leadership by providing influence, direction and guidance to staff to support the delivery of objectives. Establishes a strong direction and a persuasive future vision; managing and engaging with honesty and integrity, and upholding the reputation of the Agency, Department and Civil Service.
• Execute management responsibilities effectively and in line with DVSA policies and processes; working with, leading and acting as a role model for team members and colleagues in line with Civil Service values.
• Maintain & improve the performance of the team; recognising and rewarding good/exceptional performers and tackling performance issues promptly.
• Work with the teams to ensure continuous improvement principles are applied and improvements are made to working practices in the Customer Service Centre.
• Work with colleagues in Newcastle and Swansea for the delivery of the Contact Centre Strategy.

Please see the Candidate Pack attached to this job advert for more information about the role and responsibilities.