Customer Contact Manager

We are offering an exceptional opportunity for the right person to join our highly successful customer contact service. If you are a dynamic experienced leader motivated by making a positive difference, committed to delivering excellent customer service and supporting team development and wellbeing, and have a flair for building strong relationships then this is the job for you. 

In this role you will lead the Solihull Connect Customer Contact service, its teams, and a wide range of access channels and services. You will be directly responsible for teams managing over 350,000 customer contacts a year and will be responsible for the first point of contact for a number of critical services for residents in Solihull.

This role also forms an integral part of the senior management team, where you will be supported, developed and can contribute to the wider service culture.    

To meet the challenge and be successful in the role you will have:

·       A degree qualification or clearly demonstrate experience of operating at this level. 

·       Demonstrable experience of leading in a highly pressured, multi-channel customer service environment.

·       Proven capability in team leadership with ability to manage change and motivate others.

·       Ability to exercise effective judgment and manage priorities within constrained timescales, resources and competing pressures.

·       Proven experience of budget and risk management.  

What we offer in return:

·       Generous annual leave entitlements with the opportunity to purchase up to 10-days additional leave per year.

·       A flexitime scheme with up to 24 days per year.

·       A positive and supportive environment in which to train and continue your professional development.

·       Access to our Employee Assistance Programme – a 24-hour independent, free and confidential advice and support service.

·       Family and carer friendly policies.

·       Access to the Local Government Pension Scheme.

·       Employee benefits including staff discounts, subsidised travel passes and Cycle 2 Work Scheme.

To find out more about working for Solihull MBC and to apply through WM Jobs, please follow the apply link. 

Small enough to care, but big enough to make a difference.