Customer Services Operations Manager

Bath River Line; United Kingdom; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Operations Manager to lead their Customer Service team. In this pivotal role, you'll inspire your team, make data-driven decisions, and drive continuous improvement initiatives. You'll be at the forefront of enhancing customer experiences and shaping the future of services offered. With a commitment to personal and professional growth, this role offers a chance to make a significant impact in the community while working in a supportive environment. If you're passionate about customer service and have a knack for leadership, this opportunity is perfect for you.

Benefits

Opportunities for Growth

Supportive Team Environment

Work/Life Balance

Community Impact

Qualifications

• Proven experience in customer service and team leadership.
• Strong analytical skills for data-driven decision making.

Responsibilities

• Lead and motivate the customer service team to deliver exceptional experiences.
• Drive continuous improvement initiatives and strategic planning.

Skills

Customer Service

Leadership

Data Analysis

Communication

Continuous Improvement

Relationship Management

Change Management

Education

Bachelor's Degree

Job description

Join to apply for the Customer Services Operations Manager role at Bath & North East Somerset Council.

We're on the lookout for a dynamic and passionate Operations Manager with Contact Centre Experience to join our award-winning Customer Service team. If you're all about delivering top-notch customer service and leading a fantastic team, we want to hear from you!

About The Role

Able to travel to all locations and our frontline operational access points, Libraries and Contact Centre you will:

• Lead and Inspire: You'll be the go-to person for our front-line operation, including our Contact Centre. Your mission? To lead, motivate, and inspire your team to deliver exceptional customer experiences every day.
• Data-Driven Decisions: You'll dive into performance data, making smart decisions to improve our services and keep things running smoothly.
• Continuous Improvement: You'll drive a culture of continuous improvement, embracing new ways of working and digital initiatives.
• Strategic Planning: You’ll help shape the future of Customer Services and Libraries by planning for the future.
• Communication Pro: You'll keep the communication flowing within the team and with our external partners. Building strong relationships is key!
• Partnership Management: You'll ensure our partner liaison and service level agreements are top-notch, monitoring performance and managing outcomes like a pro.
• Customer Service Guru: You know what it takes to deliver amazing customer service and can coach your team to do the same.
• People Person: You're great at building relationships and have a knack for motivating and developing your team.
• Analytical Mind: You love diving into data to make informed decisions and drive improvements.
• Change Champion: You're not afraid of change and can lead your team through new initiatives and ways of working.
• Communication Whiz: You can communicate clearly and effectively, both within your team and with external partners.

Why Join Us?

• Great Team: You'll be part of a supportive and friendly team that values your input and ideas.
• Opportunities to Grow: We're committed to your development and offer plenty of opportunities to learn and grow.
• Make a Difference: You'll have the chance to improve people’s lives through our Customer Services operation, Libraries and the overall success of our Contact Centre.

If you are interested in this post and require more details or just to chat through the role and what’s involved, please contact Clare Morris, Customer Services Business Manager, on [e-mail] or call 01225396069.

Interview date: 23/05/2025

About Bath & North East Somerset Council

Working at Bath & North East Somerset provides an opportunity to contribute to your community and make a positive impact on the lives of residents. Our values shape how we work to deliver public services, and how we communicate with the residents we serve. We care about the best outcomes for local people, through our public services.

Why Bath & North East Somerset Council?

We offer a wide range of benefits, to ensure that you are paid fairly for your work, have the flexibility to enjoy a great work/life balance, and have the support you need.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management and Manufacturing

Industries

Government Administration