Customer Operations Manager - 25937

1
Yorkshire and the Humber
Rotherham , Sheffield
Templeborough, Quadrant Two
Staff Grade 6
Permanent
Full Time, Part Time, Part Time/Job Share
Contact Centre
£47,646
As a Customer Operations Manager in Contact Centre Services (CCS) you will be joining a friendly, diverse team working together to create better places for people and wildlife. You will be passionate about customer service and will bring the same passion and enthusiasm to leading and motivating your team. You will be at the heart of delivering great service to a wide range of Environment Agency customers.
In this role you will lead a large team, providing telephony and administrative services, resolving more than 90% of enquiries at the first point of contact in your teams.
The environment is fast paced and involves working with people from across the Environment Agency, Defra and other Defra partner organisations.
You will work as part of a dedicated, supportive team providing visible leadership and have a willingness to embrace a broad range of responsibilities, to ensure that we are delivering a great level of service that enhances our reputation and makes it easy for our customers to help us achieve our goals.
Most importantly, we need inclusive, empowering leadership that will help create a culture and environment in which our people can flourish.
Contact Centre Services is a diverse, vibrant and friendly team which handle over 500,000 customer interactions every year. There’s our Operations team including the National Customer Contact Centre and the Incident Communications Service (24x7 365 days) and our Business and Customer team, who support the running of Operations, deliver change and champion the customer for the organisation. You will part of the CCS Leadership team, contributing to making CCS a great place to work.
• Excellent leadership skills, leading large and diverse teams, recognising the different needs of individuals
• Experience of delivering customer facing work
• Ability to prioritise and deliver work to time, cost and quality, maintaining a focus on customer needs.
• Ability to react quickly, and be agile to rapidly changing business and customer demand
• Ability to work with a wide range of leaders across the Environment Agency and build strong relationships and supportive networks
• Experience of leading and managing people, demonstrating an ability to motivate and inspire people to deliver through times of change
• Able to embrace innovation, challenge existing practices; offering creative ideas to deliver customer solutions

It's desirable that you'll have experience in Contact Centre management
If you want to know more please contact Debs McGeever at deborah.mcgeever@environment-agency.gov.uk or Richard Tibble at richard.tibble@environment-agency.gov.uk

The Environment Agency is fully committed to having an inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share. Contact Centre Services work from two sites, Sheffield and Rotherham and support a hybrid working model with a mix of home and office working

22/03/2023, 23:55 hours

Basic Check
Focuses on Customers and Partners
Description: Addresses the needs of internal and external customers, provides rapid and effective responses

Application question: Please demonstrate how you address the needs of internal and external customers to provide rapid and effective services/responses.
Delivers Results Through Others
Description: Harnesses the team to deliver results on time, to required standards and in line with organisational processes and procedures.

Application question: Tell us about a time when you have delivered a service or work successfully through others
Influences and Persuades Others
Description: Presenting a case in a convincing and attractive way that will win people over, encouraging them to follow plans willingly; often succeeding where logic and reason alone would fail.

Application question: Tell us about a time when you have planned and prepared influencing strategies for key players and/ or stakeholders.
Leads People
Description: Provides leadership that inspires and motivates others to achieve their personal goals and the goals of the Environment Agency

Application question: Please demonstrate how you provide leadership that inspires and motivates others to achieve their personal goals and the goals of the organisation.
If you are applying from the Civil Service please note that the Environment Agency is not a part of HM Civil Service and you would not be a Crown Servant in the event of being appointed. Therefore, you will not be eligible for continuous service. For applicants who currently work in local government or other bodies listed in the Redundancy Payments (Continuity of Employment in Local Government etc) (Modification) Order 1999, you may be eligible for continuous service for the purpose of calculating any future redundancy payment. If you are unsure of your status then you should contact your own HR Team.

We are fully committed to having a diverse and inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share, so please include clearly any information regarding your preferred working arrangements on your application.

We also have a Guaranteed Interview Policy to support those with a disability who are seeking employment. We have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.

The Environment Agency, as a Non-Departmental Public Body, is committed to providing value for money and utilises Central Government frameworks and contracts for all external recruitment needs. For this reason, we are unable to engage with the market directly through post, email or phone calls . Should you wish to become a support supplier on one of these frameworks or contracts please visit https://www.gov.uk/government/publications/become-a-crown-commercial-service-supplier/becoming-a-supplier-through-the-crown-commercial-service-what-you-need-to-know for more information.

This Vacancy is closed to applications.