ASC Customer Services Operations Manager

Gloucestershire County Council; Gloucester; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A local government authority in Gloucester is seeking a Customer Service Team Operations Manager to lead day-to-day operations within the Adult Support Services. The successful candidate will engage key stakeholders, manage budgets, and ensure excellent service delivery across various customer teams. This role offers a supportive environment and flexible working options. Candidates must have the right to work in the UK and demonstrate fluent English for customer-facing roles.

Benefits

Training and development opportunities

Flexible working opportunities

25.5 days annual leave

Local Government Pension Scheme

Employee Assistance Programme

Cycle to Work scheme

Qualifications

• Right to work that enables commitment to at least 6 months employment.
• Confidence in fluent English under the Immigration Act 2016 for customer-facing roles.

Responsibilities

• Oversee day-to-day operations of the customer service department.
• Engage key stakeholders to develop and implement policies.
• Manage budgets and resources effectively.

Job description

Overview

We have a Customer Service Team Operations Manager role available in our Customer Service Team in Adult Support Services. This offers an excellent opportunity to contribute to the development of the service and to bring your leadership and managerial expertise and skills to the next level.

Responsibilities

• Day‑to‑day operations of the customer service department to ensure that Customer Teams (including Contact Center, Shire Hall Reception areas and Blue Badge) are providing excellent service.
• Engage all key stakeholders to develop and implement policies and procedures.
• Ensure that budgets and resources are managed effectively.
• Knowledge of project management, information security, budget and risk management.
• Provide creative, innovative and progressive approaches to problem‑solving and prioritisation.

Requirements

• Right to work that enables commitment to at least 6 months employment. The council is not currently able to offer sponsorship for this role.
• Applicants must be able to demonstrate confidence in fluent English under the Immigration Act 2016 for all spoken aspects of a customer‑facing role.
• Disability Confident pledge: if you are an internal applicant and consider yourself to have a disability, please declare this in an email to [e-mail]. A disability is defined as a physical or mental impairment that has a substantial and long‑term (more than 12 months) adverse effect on a person’s ability to carry out normal day‑to‑day activities.

Benefits

• Safe, supportive and positive working environment with regular, robust supervision.
• Access to training and development and leadership conferences, enabling skill development.
• Flexible working opportunities, including flexi‑time and remote working (subject to the needs of the role – please discuss this at interview).
• 25.5 days annual leave rising to 30.5 days after 5 years of service, plus bank holidays.
• Membership of a Local Government Pension Scheme.
• Clear career progression pathways, to support professional and personal growth.
• Staff discount scheme offering savings with major supermarket chains and high‑street retailers.
• Access to our Employee Assistance Programme (EAP) that provides free, confidential counselling and advice for employees, available 24 hours a day, online and by telephone.
• Cycle to Work scheme.
• Links to employee networks such as Prism (LGBT+) network and the Young Employees Network.
• Gloucestershire Salary Sacrifice Green Car Scheme (T&C's apply).

Gloucestershire County Council Adult Social Care is on an exciting journey, working to the Three Conversation approach, a model that re‑emphasises focus on people, their strengths and the networks and community around them.

We want to be an employer of choice, attracting and retaining excellent people to work for us, so that we can best serve all of Gloucestershire’s diverse communities. Our promise is a supportive, inclusive environment that enables you to bring your whole self to work and realise your full potential.