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For Companies At a Glance
- Tasks: Lead and manage customer services, ensuring top-notch support for residents and businesses.
- Company: Haringey Council, dedicated to serving the community with empathy and efficiency.
- Benefits: Competitive daily rate, hands-on leadership experience, and a chance to make a real difference.
- Why this job: Be a key player in enhancing customer experiences and driving service improvements.
- Qualifications: Experience in customer service leadership and strong people management skills required.
- Other info: Opportunity to work in a dynamic environment with a focus on community impact.
The predicted salary is between 74000 - 111000 £ per year.
This is a critical leadership and management role within Haringey Council’s Customer Services operation. The postholder will ensure residents, businesses, visitors and the wider community can access the right information and advice first time, and find it easy to interact with the council across all customer access channels. The initial focus of the role is to provide hands-on operational leadership and management support for the Customer Centre based at Wood Green Library, which supports approximately 700 residents per week across a range of high-demand council services.
Key Responsibilities
- Operational Leadership
- Provide visible, hands-on leadership for the Wood Green Library Customer Centre, ensuring a high-quality, empathetic and efficient service to residents.
- Lead day-to-day omni-channel customer operations across face-to-face, telephony and digital access channels.
- Empower frontline staff to resolve customer needs accurately, promptly and at the first point of contact.
- Customer Experience & Equality of Access
- Champion the resident voice and ensure equality of access for all customers at all times.
- Promote a culture of empathy, professionalism and accountability when supporting residents with complex and sensitive issues.
- Workforce Development
- Develop and support the operational workforce through effective leadership, coaching and performance management.
- Build capability within teams to handle a wide range of customer enquiries, including complex and high-emotion cases.
- Service Improvement
- Collaboratively identify and initiate tactical and strategic improvements to workforce models, processes, technology and performance.
- Drive continuous improvement in customer journeys, ensuring right-channel access and right-first-time resolution.
- Partnership Working
- Lead effective partnership working with council services including Benefits, Housing, Council Tax, Homelessness, Repairs and Parking.
- Ensure smooth end-to-end customer journeys and clear ownership of service requests.
- Performance Management & Reporting
- Lead the measurement, analysis and reporting of service performance and customer satisfaction.
- Provide clear, evidence-based insights to senior stakeholders to support decision-making and service improvement.
Key Service Areas Supported
- Benefits
- Housing repairs and tenancy issues
- Homelessness
- Council Tax
- Parking permits
Person Profile (Indicative)
- Significant experience in customer services operational leadership within local government or a comparable complex service environment.
- Proven ability to manage high-volume, high-demand customer operations.
- Strong people leadership skills with experience supporting frontline teams.
- Confident working across multiple access channels (face-to-face, phone and digital).
- Able to balance hands-on operational management with service improvement and stakeholder engagement.
Customer Services Operations Lead / Manager – AR employer: Carrington Blake Recruitment
Contact Detail:
Carrington Blake Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Operations Lead / Manager – AR
✨Tip Number 1
Network like a pro! Reach out to your connections in the local government or customer service sectors. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service operations. Think about how you would handle high-demand situations and be ready to share your experiences that showcase your leadership skills.
✨Tip Number 3
Showcase your empathy and problem-solving skills during interviews. Remember, this role is all about ensuring residents get the help they need, so share examples of how you've successfully resolved complex issues in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Services Operations Lead / Manager – AR
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer services operational leadership. We want to see how your skills align with the role's focus on providing high-quality service and managing high-demand operations.
Showcase Your Leadership Skills: In your application, emphasise your hands-on leadership experience. We’re looking for someone who can empower frontline staff and lead by example, so share specific examples of how you've successfully managed teams in the past.
Highlight Your Customer-Centric Approach: Demonstrate your commitment to customer experience and equality of access. We love candidates who champion the resident voice, so include any relevant experiences where you’ve improved customer journeys or resolved complex issues.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Haringey Council.
How to prepare for a job interview at Carrington Blake Recruitment
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the job description. Familiarise yourself with the key responsibilities and how they relate to customer service operations. This will help you articulate how your experience aligns with their needs.
✨Showcase Your Leadership Skills
As a Customer Services Operations Lead, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully led teams in high-pressure environments, focusing on your approach to empowering staff and improving customer experiences.
✨Emphasise Empathy and Customer Focus
This role requires a strong commitment to customer service. Be ready to discuss specific instances where you've championed the resident voice or handled complex customer issues with empathy and professionalism. Highlight your understanding of equality of access for all customers.
✨Prepare for Performance Metrics Discussion
Since performance management is a key aspect of the role, be prepared to talk about how you've measured success in previous positions. Bring examples of how you've used data to drive improvements in customer satisfaction and operational efficiency.
