Customer Service and Business Support Manager PO6

Employer: London Borough Of Waltham Forest
Salary: £45,834 - £48,819
Location: Waltham Forest
Contract: Permanent
Working Pattern: Full Time
Hours: 36 hours per week.
DBS Check: No
Closing Date: 16/08/2021 at 23:55
Reference: RS/21/141455

Are you a leader? Someone who can help drive performance in an environment of complex services and teams to deliver outstanding support to customers? 

We are looking for team managers who will strategically manage and develop a professional service area ensuring the delivery of the service meets all Council, professional and legislative requirements.

This is a varied role, vital to an expanding and changing business at an exciting time.  You will be responsible for ensuring your service areas deliver the best possible service to our internal and external customers. You will be a role model and mentor to your team, and support their growth and development.

Reporting to the Head of Service, to succeed in this role, you will be constantly curious and willing to show courage in implementing changes that will improve our services.  You will help drive transformation, modernisation, digitisation, efficiency and a commercial approach across your areas.  You will engender a customer first approach, placing customer experience at the heart of everything you do and ensuring the Council can deliver for the future.

The areas of operational responsibility could include:

  • Libraries and face to face customer service including Registrars
  • Customer service including 24-hour call handling and channel shift
  • Business Support covering support to a range of services across the organisation
  • Executive and Councillor Support and Weddings, Meetings and Events services
  • Quality assurance and system and service development

Equal Opportunities

Waltham Forest is a diverse borough where diversity is valued and is integral to both, service delivery and employment of its staff. The Council is proud of its rich mix of communities and as the largest employer in the area, it works hard to respond to the changing needs of its population. We use our statutory duties on race, gender and disability equality and best practice in respect of age, faith and sexual orientation to ensure equality of opportunity in the workplace. The Council is committed to meeting its 4 equality objectives: - Promoting equality of opportunity - Opposing all forms of discrimination, intolerance and disadvantage - Ensuring our workforce reflects the diverse communities of Waltham Forest at all levels. - Providing fair, appropriate, accessible and excellent Services to all. Respecting Diversity is a core Council value. To support the above and reduce the risk of bias in its recruitment activities, the council is operating an anonymous shortlisting process, which hides personal information that can identify individuals until their application has been considered for shortlisting. The council also operates a scheme whereby, for jobs graded up to and including scale SO2, internal candidates are considered first. This includes those candidates who self-identify as having a disability for the purposes of the Disability Confident scheme. For more information, please refer to our recruitment and selection policy

How to apply

Application Information The councils preference is for on-line application forms. However if you have a disability and are unable to complete an on-line application, please ring 0208 496 4227 who will be able to arrange an alternative. For more information on how to complete your application form, follow this link: Applying for a job at Waltham Forest Council

Click here for further information on the Human Resources recruitment privacy notice.

This vacancy is now closed