N.B. – If, when replying, you fail to quote the Job Title & Vacancy Reference No. your application will be AUTOMATICALLY REJECTED.

Customer Services Development Manager with call centre/customer services managerial experience

[temporary, but potentially long term role – see below]

• Where this vacancy is based:  

NE61 2

• What’s involved with this role:

Required: Someone to lead, manage and implement the recommendations associated with customer service operations to ensure high quality, customer focused; value for money customer service provision is in place across Northumberland.

You will develop and manage customer service functions to achieve a fit for purpose structure, fit for purpose performance management arrangements, fit for purpose systems and processes to support the business and fit for purpose learning and development packages for staff.

1. Review the effectiveness of current delivery arrangements relating to operational requirements of 3 contact centres, other related telephone provision, and 9 information points; focusing on performance, benchmarking data and costs.
2. Oversee the development and implementation of a project plan to achieve cost efficiencies, standardise customer experiences and deliver agreed outcomes

• Giving yourself the best chance of success:

1. Please make sure that your CV is up to date and explains any gaps in employment.
2. Your CV must cover the “Essential Requirements” (see below) of the role, including any CRB details and other qualifications called for.
3. Your CV should also indicate that you are available to start work immediately/at short notice
4. We cannot use information in covering letters, so your CV must work as a standalone document
5. We recommend that you consider sending us (see * below) a suitably ‘tailored’ CV for each role that you apply for, listing somewhere near the top of your CV any key skills, experience and qualifications that relate specifically to this vacancy.

•  “Essentials” – Your CV will be rejected (without notification) unless it clearly demonstrates that you have the following:

1. UK working experience
2. Degree or equivalent qualification in a relevant subject and have undergone recent post qualification training
3. Recent and relevant experience within a large, ideally public sector organisation, including an evidenced track record in leading and managing successful teams and change management processes to successfully achieve set objectives
4. Experience in negotiating and monitoring service level agreements
5. In depth knowledge of re-engineering processes systems to achieve financial excellence
6. Strong customer and analytical skills

• Other preferable/desirable details to include on your CV, if applicable:

1. Any local authority experience
2. Any relevant qualifications held or being studied for

• Client: Public sector organisation

• Division(s)/Disciplines involved: Transformation/Customer Services/Management

• Anticipated Length of Assignment:  All of our roles are designated temporary, though in practice we find that the vast majority of them get extended on a multiple/long term basis. This one is expected to be for 6-7 months, initially.

• Hours per week: 35-37 (tbc) Monday – Friday, normal working hours

Please do not contact us requesting progress updates.

We read every CV sent to us, but due to high volumes are not able to respond to all unsuccessful applications, particularly where CVs do not address the “essentials” requested. You will, however, always hear from us by email if we are able to take your CV forward to the next stage.

Please note that we check all ads at least once per day to ensure that the underlying roles remain live.

*If you wish to send a CV through to us that has been modified for this particular role then, as an alternative to applying on line, you may email it straight through to: 

 jobs@triumph.gb.com 

…….but you must always remember to quote the reference number for the job in question, without which we will be unable to match your CV to the vacancy, given the number of applications that we receive each day. Please do note, however, that if the vacancy is no longer showing on the site it will no longer be live and you won’t necessarily get a reply from us if that is the case. 

Triumph Consultants Limited