Customer Hub Manager
Customer Hub Manager
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Job Description
The Service & Team:
This new role is a vital leadership role in our Customer and Business Operations service responsible for ensuring high performance customer satisfaction and operational effectiveness while also contributing to wider transformation initiatives across the Council.
The Role:
What youll be doing:
- Leading the strategic and day-to-day management of our busy Contact Centre taking around 500000 calls a year
- Championing a culture of continuous improvement innovation and customer-first thinking.
- Driving change across systems processes and team capability to improve customer experience drive efficiency and support Council-wide transformation goals.
- Contributing to digital service design and promoting channel shift while ensuring support remains accessible to all.
- Overseeing the coordination of the Councils face-to-face customer support offer working with partners and internal services to ensure consistency and alignment with our overall service model.
This is a customer-facing role where the statutory English language requirement for public sector workers applies.
This position will be subject to a enhanced criminal record disclosure check.
Working Pattern:
This is a full time role based at our Tolvaddon contact centre we work in a hybrid way mixing days in the office with home working in line with business needs
What youll need to succeed: We are looking for someone who
Has a proven track record of leading successful contact centre operations and delivering strong performance through people.
Brings experience of leading service improvement and operational transformation in complex organisations.
Understands the evolving expectations of customers and how to deliver multi-channel resident-focused services.
Can think strategically and act decisively with the leadership skills to motivate influence and inspire.
Has strong knowledge of customer service technologies and approaches to innovation performance and culture change.
Please read the role profile for the full details of this role attached below in this advert
What youll get in return:
At Cornwall Council were proud of our ambition to continuously improve how we serve our residents. This is your opportunity to lead one of the most visible frontline services and help shape the future of customer experience in Cornwall. Youll join a passionate and supportive leadership team and have the chance to make a real difference.
Cornwall Councils ambition is to be an employer of choice a high performing Council and a learning organisation. We commit to providing a reward and benefits package to attract motivate and reward our employees. We offer a range of flexible working options to our staff. This helps provide our employees with a greater work/life balance. Whilst still ensuring that service needs are met.
Our core employee rewards and benefits include:
- a competitive salary.
- a defined benefit pension scheme based on your career average earnings. This includes the option for extra voluntary contributions
- a generous annual leave entitlement with the potential to purchase additional leave.
- A national award-winning employee health and wellbeing programme
- Employee benefits scheme giving employees access to a wide range of discounts to local and national goods and services.
Additional Information:
Please note we are unable to offer sponsorship for this role
The full role profile is attached here.
We recommend saving a copy of this to refer to if you are invited to an interview.
For more information or an informal chat about the role please contact Jenny Payne on
Application Process
Please attach a supporting statement to your application you can add your Education & Qualifications details manually using the application form timeline or you can upload your CV. Remember to demonstratewhy you are suitable against each of the points marked as Application on the Role Profile using examples from your experience or transferable skills. This might be through qualifications or descriptive examples from your work / personal experience which clearly illustrates what you did and the effect it had. Guidance on how to complete your application can be found here The application process.
Please note that applications cannot be edited after they have been submitted please contact if you have any queries or require assistance with your application.
Existing employees must apply using their Cornwall Council email address through the Opportunity Marketplace on Oracle.
Required Experience:
Manager
Employment Type
Full-Time
