Operations Support Manager

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Operations Support Manager
Job information
INTERNAL JOB - This vacancy is only available to Newport City Council employees and Agency Workers currently engaged with the Council

To apply you must have an Employee Self Service (ESS) account. If you do not have one please contact trent.helpdesk@newport.gov.uk with your employee reference, name and job title.

Post No. STS0103 - Operations Support Manager

We are looking for an individual to joinin our Customer Services team working in the Customer Services Team

We are looking for someone who can provide Leadership and Management to the Customer Services team, as part of this team we offer:

- A happy and supportive working environment with good disabled access
- On-going commitment to your personal development
- Hybrid working

Responsible to the Customer Services Manager you will oversee the day to day operational performance of all aspects of Customer Services including the City Contact Centre, Face to Face service, Main Reception at the Civic Centre, Operational Support and the My Council Services team. You will identify any shortfalls in information provision to fully respond to public enquiries. The postholder will also be responsible for continuous improvement across the team, ensuring targets are met.

You will be educated to degree level and have experience in a call centre or customer services environment. You will have experience of Customer Service databases, analysing performance data and an understanding of working with a wide range of stakeholders. You will work well in a pressured reactive environment ensuring that key service delivery is maintained

We encourage applications from individuals who can communicate effectively in Urdu, Punjabi, Bengali, Arabic as well as Welsh and English.

The post is for a fixed term period of 18 months which could be extended. Working full-time, 37hrs per week, there will be a requirement for office and home working.

Due to the festive period, interviews will not take place until w/c 13th January 2025

For an informal discussion please contact ceri.foot@newport.gov.uk

We welcome applications for all our jobs in either Welsh or English. An application submitted in Welsh will not be treated less favourably than an application submitted in English.

Newport City Council is committed to working towards its workforce being more representative of the population that we serve and particularly welcomes applications from people from minority ethnic communities represented (or living) in the city. Selection will be made on ability and skills to undertake the role.

Newport City Council is not currently supporting applicants with sponsorship for right to work. In applying for a vacancy, applicants should already have the right to work in the UK.

Our values - Fairness for all, Making a difference, Being responsible, Working together
Ein gwerthoedd - Tegwch ar gyfer pawb, Gwneud Gwahaniaeth, Bod yn gufrifol, Gweithio gydan gilydd