Customer Delivery Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

About the role

A positive customer experience is at the heart of what we do. We support in over 500k local customers interactions per year, across multiple contact channels, working alongside colleagues and local stakeholders to deliver timely resolution to enquires.

The purpose of this role is to support the team in delivering the best and most efficient service possible, at the first point of contact. Exploiting the opportunities that exist within the digital space, as well as looking at proactive solutions, reducing the need for later intervention at a point of crisis and being available for customers with complex needs

Having a strong team ethos and being able to bring people with you is an essential part of our journey as we move to a One Team way of operating. We are a young council and learning all of the time, we need leaders who are open to change and not afraid to ask 'why'

Working closely with the transformation team and corporate complaints team, there is scope to grow and be part of something unique, as well as working closely with service leads and health safety and wellbeing colleagues.

What will you be doing?

We are the front door of the council, often meeting customers at their lowest point. We have an empowered and diverse team who are passionate about delivering great customer service, who also co create on ways in which we could work smarter.

The post holder will proactively work with managers and colleagues within Customer Services, and across wider council services, external organisations and customers to improve the current customer experience.

They will ensure the future customer experience considers digital service opportunities, new ways of working, evolving ways of how customers wish to interact with large organisations and also ensure that as many access channels are available as possible and effectively resourced.

Other duties include

• To lead and be accountable for the day-to-day operation of Customer Services, ensuring the maximum number of customers are assisted at the first point of contact
• Promote and embed a one team culture in the service to promote the highest staff morale, motivation and development
• Proactively understand customer demand issues both within the service and across the council and work closely with all parties to ensure that the customer experience not just evolves and improves, but anticipate pressures and prepare for them
• Promote and lead in delivering a high-performance culture, and ensure that all staff are part of developing and delivering these standards
• Ensure that the service both in terms of customers and staff, is always inclusive and delivers the needs of all members of society, ensuring that they are included, and that their quality of life is improved

About you

• You will be educated to a higher national diploma standard or have experience operating in a local authority or similar demanding environment

• You will have experience and advanced knowledge of concepts, principles, and practices in all areas of Customer Service delivery, alongside a working knowledge of the range of services provided by the council and the local government environment

• You will have proven work experience in a management role, based in a fast-moving customers services environment

• You will have experience of leading change and the transformation of services and inspiring high performance in others

• A proven record of working with and influencing senior management colleagues and working with a wide range of stakeholder groups

• You will have the ability to demonstrate an understanding of equal opportunities and other people's behaviour, physical, social and welfare needs

• You will have experience in performance management and be able to use this to drive performance improvement culture

• You will have experience of managing balanced budgets and performance data

Our benefits

Here at North Northamptonshire Council, we're transforming for the better, using all our creativity and imagination to create the best life for our local people.

You'll find that we have a wide range of careers that may be more surprising that you think!

Why choose us?

We offer a vibrant working environment with:

• a competitive salary
• a pension scheme, where we pay a significant contribution on top of your contribution. It provides life cover and ill-health protection.
• lots of opportunities to develop your skills, knowledge and potential in a large unitary council
• generous leave entitlement (28 days, rising to 33 days) and bank holidays, plus the option to buy up to an extra 10 days
• hybrid and flexible working arrangements, where practicable for service needs to help you with a healthy work-life balance.

We provide a range of great benefits such as an Employee Assistance Programme, an Employee Benefits Scheme, wellbeing support, travel rates at HMRC rates, as well as supporting a range of active Employee Network Groups.

About us

Our Values and Behaviours

Our values define who we are and how we operate, by forming the foundation for how we interact with our customers, colleagues and provide our services. They are also at the forefront of our decision making and delivery and are:

Customer-focused
Respectful
Efficient
Supportive
Trustworthy

Our Key Commitments

Our key commitments help ensure that the priorities we make, now and in the future, maintain the necessary breadth of focus in those areas that we believe matter most.

We are proud to be a recognised Disability Confident Employer and is committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role.

North Northamptonshire Council re-signed the Armed Forces Covenant in June 2024 which highlights the Council's pledge to support the Armed Forces community. The council obtained the silver status award for the Defence Employer Recognition Scheme (ERS) and we are now currently working towards achieving Gold status.

We aim to be a carbon neutral Council by 2030.

Further information can be found at Jobs and careers | North Northamptonshire Council (northnorthants.gov.uk)