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- Tasks: Lead a team to deliver top-notch customer service and manage key operations.
- Company: Join Knowsley Council, an award-winning local authority committed to fair employment.
- Benefits: Enjoy flexible working hours, competitive salary, and a supportive work environment.
- Other info: Diverse workplace with opportunities for career growth and development.
- Why this job: Make a real difference in your community while developing your leadership skills.
- Qualifications: Experience in managing customer services and a passion for improving service delivery.
The predicted salary is between 51356 - 52413 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. Knowsley Council is an award-winning Local Authority, named Local Authority of the Year in the Municipal Journal Awards 2024. We are an Accredited employer under the Liverpool City Region Fair Employment Charter, demonstrating that we are committed to the principle of fair employment and we are dedicated to providing a healthy, fair, inclusive and just workplace. Come join us and be part of our success.
We have an exciting opportunity for a motivated individual to join the Customer Services Management Team, and support the Council to continue to deliver on our ambitious plans to support Knowsley's residents. If you're a manager with the passion and drive to deliver excellent customer service, then we'd like to hear from you.
As Customer Services Operations Manager, you will play a role in helping to deliver the Council's priorities, and legal requirements set out by the General Register Office for England and Wales. You will be responsible for planning, developing, delivering, and managing the statutory Registration Service and Customer Liaison functions, ensuring high standards of service delivery.
Your role will involve:
- Contributing to the strategic direction of the service
- Developing and implementing policies
- Managing stakeholder relationships
- Overseeing performance and quality
- Fostering a high performing culture across the services
- Ensuring a customer focussed approach and a drive for continuous improvement, best practice and value for money
To be successful, you will have experience of overseeing statutory functions that comply with all legal and regulatory requirements, and delivering front facing customer resolutions, along with experience of improving and modernising services. You will have a strong customer focus, with the customer experience at the heart of the services you deliver. You will also have a demonstrable track record of leading, developing and managing high performing teams.
At Knowsley Council we will consider requests for flexible working. For most roles, the following types of flexibility are usually possible: flexible hours, working from home, compressed hours, part-time. We promote applications from all sections of the community, regardless of background, belief, or identity, recognising the value that diversity brings to our organisation. We particularly welcome applications from individuals from Black and Minority Ethnic backgrounds and candidates with disabilities as we acknowledge their underrepresentation in our workforce.
If you have any questions about this specific job role or what it is like to work at Knowsley, please contact: Phil Aspinall - Head of Customer Services Phil.aspinal@knowsley.gov.uk. If you are interested in this vacancy, please upload your CV along with a supporting statement as one document in PDF or Word format. Your CV and supporting statement should be tailored to reflect the competencies within the person specification. Please note if a CV and supporting statement does not reflect the person specification it is unlikely to be shortlisted.
Salary range: £51,356 - £52,413 per year.
Customer Services Operations Manager in Knowsley employer: Knowsley Council
Contact Detail:
Knowsley Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Operations Manager in Knowsley
✨Tip Number 1
Get to know the company inside out! Research Knowsley Council's values, recent projects, and their approach to customer service. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for the interview process. It’s a great way to get insider info and make a good impression.
✨Tip Number 3
Prepare for the interview by practising common questions related to customer service management. Think about how you can demonstrate your experience in leading teams and improving services. We want you to shine!
✨Tip Number 4
Don’t forget to apply through our website! Make sure your CV and supporting statement are tailored to the job description. Highlight your relevant skills and experiences to stand out from the crowd. We’re rooting for you!
We think you need these skills to ace Customer Services Operations Manager in Knowsley
Some tips for your application 🫡
Tailor Your CV and Supporting Statement: Make sure your CV and supporting statement are specifically tailored to the competencies outlined in the person specification. Highlight your relevant experience and skills that align with the role of Customer Services Operations Manager.
Showcase Your Customer Focus: Since this role is all about delivering excellent customer service, be sure to emphasise your customer-focused approach. Share examples of how you've improved customer experiences in previous roles to really stand out.
Keep It Professional and Clear: When writing your application, keep it professional but also clear and concise. Avoid jargon and make sure your points are easy to understand. We want to see your personality shine through while maintaining a professional tone.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll have the chance to create an account and stay updated on your application status.
How to prepare for a job interview at Knowsley Council
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the role of Customer Services Operations Manager. Familiarise yourself with Knowsley Council's priorities and how your experience aligns with their goals. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
Since this role involves managing high-performing teams, be ready to discuss your leadership style and provide examples of how you've successfully led teams in the past. Highlight any specific achievements that demonstrate your ability to foster a customer-focused culture and drive continuous improvement.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and customer service approach. Think of situations where you've had to resolve complex customer issues or implement new policies. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Ask Insightful Questions
At the end of the interview, take the opportunity to ask thoughtful questions about the team dynamics, the challenges the council is currently facing, or how they measure success in this role. This shows your enthusiasm and helps you gauge if the organisation is the right fit for you.