Customer Services and Contact Centre Manager

Client: Royal Borough of Kensington and Chelsea

Location: London

Salary: £50,790 - £58,338

Closing date: Monday, 06 June 2022 23:30

Customer Services and Contact Centre Manager

£50,790 - £58,338

London / Hybrid Working

Deliver excellent first-point-of contact service.

About Us

At the Royal Borough of Kensington and Chelsea, we’re committed to meeting the needs of absolutely everyone, including society’s most vulnerable individuals. Our focus at this high performing local authority is to ensure that every member of our community is able to excel in life, so to deliver on this ambition, we have created forward-thinking people-centric services that are efficient in their aims, and that are able to evolve to meet emerging needs. Our Customer Services Team play an essential role in this work – making for a truly fascinating role in which you could make a considerable difference in ensuring customers are able to access the support and information.

The Role

You will be working as part of a team to ensure the customer service operation delivers the required performance and provides a great customer contact experience through different channels. You will be responsible for ensuring that contacting the Council is made easy and customers receive a friendly, professional, high-quality service. By engaging with customers and collaborating with staff and internal/external stakeholders, you will improve customer satisfaction, manage service improvements and implement change programmes. It is therefore important that you build and maintain strong relationships and have open and honest channels of communication at all levels. While every day will present you with new challenges, you will have the flexibility to explore new approaches, and you will receive all the relevant learning and career development opportunities.

About You

To be considered for this role, you must possess experience of managing in a customer service environment at senior level within a large, fast paced organisation. The role requires someone with experience of managing a successful multidisciplinary, multi skilled and multi-channel service with the ability to work with stakeholders to achieve department objectives. We are looking for someone who is self-motivated, proactive and highly organised with excellent communication skills and has the aptitude to analyse and interpret complex data and apply this to decision making.

In return, you can look forward to a package that includes a competitive salary, a high-quality pension scheme and generous annual leave plus bank holidays.

For more information or an informal discussion about the roles please contact our advising consultant: Andreas Efthymiou on / 07546 415 794.

Additional information

We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.

We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.

We engage our staff with a variety of learning types including face-to-face and virtual learning because we want to ensure our staff understand our values and behaviours, grow their skills and develop their careers.

This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.

We do not accept speculative CVs from any source.


Please note, we will primarily contact candidates by e-mail throughout the recruitment process, please monitor your email junk / spam folder as our system generated emails may be allocated to these folders by your email settings.