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Customer Service Manager - Hackney

Job Title: Customer Service Manager - Hackney
Contract Type: Temporary
Location: Hackney
Salary: £22 - 25 per hour
REF: NYKBS212105
Contact Name: Nanayaw Kyeremeh
Contact Email:
Job Published: 10 days ago

Job Description

Customer Service Manager – Hackney Council

Salary: £22-25 ph

Full-Time (37 hours)

Role Purpose:

To have the overall responsibility for the effective management of the people, resources and operations within a team of up to 16 staff across all Customer Service.

To deliver an efficient high quality and customer focussed service for a diverse customer base including vulnerable and disadvantaged households.

To promote and maintain a culture of robust performance management by effectively managing staff performance, utilising the council’s process and procedures.

To manage changing customer needs, service demands and resource planning to ensure an excellent level of customer service is delivered consistently across all channels.

Main areas of responsibility:

The post holder will have lead responsibility and accountability for the following:  

Learning, Creativity and Judgement

Deliver a first class service through coaching team members to achieve the required standards giving regular feedback through call listening & coaching sessions, face to face observations,

1-2-1’s and appraisals in line with the council’s policies and procedures, ensuring a coaching culture is embedded at the heart of the service.

Manage a team of up to 16 members of staff.

Work closely with the Customer Services Operations Manager to identify and implement service improvements utilising the evaluation process and customer satisfaction data to ensure positive outcomes.

To ensure all team members have clear objectives and understand their roles in line with Directorate business plans.

Promote the Council’s approach to learning and development, work with individuals to ensure they reach their full potential by, identifying their goals,

ensure the opportunity to develop is fair and accessible, and staff are supported to achieve their objectives.

Be responsible for your own learning and development and that of the team.

Strategic Thinking and Planning

Take the lead and implement operational changes, participate in new Customer Service and Council wide initiatives and developments.

Work closely with Customer Service Senior Officers and support them in their duties.

Provide a knowledgeable reference point for problem resolution and escalation, making recommendations for resolution.

Deputise for Customer Services Operations Manager including representation at meetings as and when required.

Ensure all changes, developments and service updates are effectively communicated and adequate training provided.

Managing Services and Delivery

Monitor customer trends to ensure consistency of service delivery across all Customer touch points and ensure customers are able to access the services they need using their preferred method of contact.

Be able to analyse all Customer Services Management Information to inform service delivery decisions and make effective use of resources and to identify new technology to support the service.

Ensure work is prioritised and organised so tasks are delivered on time and to a quality standard.

Manage staff and Customers in a busy face to face or Call Centre environment ensuring an excellent level of customer service is delivered, whilst managing changing or conflicting priorities

 We offer:

  • 24 hour one on one specialist social work consultant based within your geographical area
  • 4Recruitment Services Employee Benefits Programme
  • Our own dedicated payroll support ensuring you get the full benefits of your payment

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.

To discuss this vacancy or other vacancies in your area please contact Nana Kyeremeh on 0208 514 9137 or Email

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