Bristol Operations Centre - Business Relationship Manager

Bristol City Council; Bristol; On-site; GBP 30,000 - 50,000; Full time

Job summary

An innovative local authority is seeking a proactive Business Relationship Manager to join their dynamic team at the Bristol Operations Centre. This role involves managing customer relationships, overseeing contracts, and ensuring high-quality service delivery in a 24/7 operational environment. The successful candidate will have a strong background in control rooms or call centres and will be responsible for driving income-generating opportunities while leading a diverse team. With comprehensive training and a supportive work culture, this position offers a unique chance to contribute to the safety and well-being of the community.

Benefits

25 days annual leave

Comprehensive training

Flexible working hours

Management standby duty allowance

Occasional homeworking opportunities

Qualifications

• Experience in control rooms or call centres, ideally in a supervisory role.
• Proven ability to manage contracts and service level agreements.

Responsibilities

• Manage customer contracts and service level agreements effectively.
• Lead the development of business plans to grow services and income.

Skills

Business Relationship Management

Contract Management

Customer Relationship Management

People Management

MS Excel

Education

Relevant Degree or Equivalent Experience

Tools

Telecare Systems

CCTV Monitoring Systems

Job description

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Job description
Full Time, Permanent

A new and exciting opportunity has come up at the Bristol Operations Centre; Bristol City Council's multi-functional and innovative 24/7, 365 city control centre. We are looking for an enthusiastic and competent Business Relationship Manager to be part of the Bristol Operations Centre management team and play a lead role in managing and expanding our customer and client base.

We are looking for someone who:

• Has a background in control rooms, call centres or telecare / tech enabled care, ideally in a supervising or senior role, and who is experienced working in a regulated environment
• Proven ability to build excellent business and professional relationships with customers and clients, ensuring contracts and service level agreements are managed and maintained effectively
• Confident at handling contracts, invoices and bad debt, evidenced in competence and strong MS excel capability.
• Can investigate new contract opportunities, create, develop and realise income generating opportunities and keep the Operations Centre moving forward
• Can work collaboratively and lead by example in a dynamic and diverse team to ensure targets are met and budgets are balanced
• Is confident to deputise for the Operations Centre Manager, when required and when on duty be the main operational manager within the Bristol Operations centre. Proven ability of positive people management.
• Is committed to providing excellent services to the people of Bristol and beyond and keeping Bristol safe and healthy

The Bristol Operations Centre, situated in the heart of the city, delivers 'critical' services 24/7/365 from a modern, regulated and secure environment to a range of internal, external, public and private customers. Services include:

• Public Space CCTV monitoring for Bristol and beyond
• Telecare and other Tech Enabled Care services, to Bristol customers and across the UK
• Alarm monitoring
• Lone working solutions
• Out of hours call handling
• Traffic and parking
• City-wide incident response and management
• Concierge and other housing support services

You will be working as part of the Bristol Operations Centre and City Management & Response service management team, with an opportunity to help shape the direction and increase income for this exciting, and important service.

Your role will include the management of current customers, contracts and service level agreements and, with the Bristol Operations Centre Manager, leading the development and delivery of a business plan to grow our services and income, from identifying new opportunities to on-boarding new customers and contracts. As well as day to management of team leaders and operators whilst on duty.

The role requires someone confident working with both people and technology, who understands the demands and opportunities of working for a local authority and who is driven and flexible enough to achieve results. The role is niche and offers a unique perspective on the city and the council; comprehensive training and support is given through the probation period.

The role requires the successful applicant to pass and maintain vetting to Non-Police Personnel Vetting, Level 2. And committee to a rota of late shifts and on call 1:4

Please note that this role is not open to flexible working or job share

Why Bristol City Council?

At Bristol City Council, we go that extra mile for our people; we offer a work environment which is fast moving and supportive, giving you the chance to use your skills and develop new ones within a high-profile organisation

Flexible working: 37 hours per week, mainly Monday - Friday in usual office hours. However, the role is subject to the Council's flexitime policy and a flexible approach is required, with occasional evening and weekend work needed, for which time off in lieu will be given

Homeworking: the role is mainly office based, although opportunities may exist for occasional working from home

Allowances: participation in the management standby duty and lates rota is required one week in four for which an additional £244.71 will be paid for each duty week. If you are called out for advice or guidance or called in to support the team on duty weeks, TOIL will apply.

Annual leave: 25 days per year annual leave, raising after 5 years, plus bank holidays.

Training: comprehensive training will take place over the probation period.

How do I apply?

If you share our values and are ready to be part of our exciting journey please select the apply button below.

To be shortlisted for interview you'll need to demonstrate how you meet each of the essential criteria in the Person Specification within the Further Information section of your application. On occasion we will receive high numbers of applications, we may then shortlist against the desirable criteria along with the essential criteria, so if you can, please demonstrate how you meet this in your application.

It is Bristol City Council's practice to request references for candidates that have been offered a job. However, if you are applying for a job that requires a Disclosure and Barring Service check then we will request your references once you have been invited to an interview.

We're a Disability Confident employer which means we value recruiting and retaining disabled people. Any job applicants who consider themselves to be disabled and meet the essential criteria in the Person Specification are guaranteed an interview. We'll make reasonable adjustments throughout the interview process and provide continued workplace support throughout your career.

For further information, please refer to the Job Description and Person Specification or alternatively, please contact Emma Howarth [e-mail]

At Bristol City Council, we value having a workforce as diverse as the city we serve. We therefore welcome, develop and promote people from all sections of the community. Appointments will be made on merit.