Operational Manager - Customer Service Centre

Government Recruitment Service; Plymouth; On-site; GBP 35,000 - 50,000; Full time

Job summary

A public sector agency in the UK seeks an Operational Manager for the Customer Service Centre. This role involves leading teams, ensuring exceptional customer service, and managing resources efficiently. The ideal candidate will possess strong leadership skills and the ability to foster an inclusive work environment. Join a committed organization dedicated to supporting career growth and making a community impact. Occasional travel across the UK may be required.

Qualifications

• Ability to lead and manage teams effectively.
• Proficient in resource planning and deployment.
• Experience in managing customer service environments.

Responsibilities

• Line management of teams of EO's/AO's.
• Resource planning and business needs alignment.
• Creating an inclusive working environment.
• Deliver exceptional customer service through performance management.

Skills

Exceptional Customer Service

Flexible and Adaptable

Strong Communication Skills

Job description

The Valuation Office Agency (VOA) are the public sector’s property valuation experts and advisers with a vision to be a world-leading provider of public sector valuations. Our work is vital to the collection of over £60 billion of revenue which goes back into communities, touching every citizen and every business across England and Wales.

We champion the values of professionalism, integrity, respect and innovation. We are committed to providing a collaborative and supportive working environment that encourages every colleague to contribute, grow and excel together. With opportunities to drive your own development and growth, we empower our colleagues to succeed by ensuring support at every step of their career journey.

Operational Manager – Customer Service Centre – Role Overview

The Customer Service Centre (CSC) sits at the heart of our operations here in the Valuation Office Agency. The CSC is the first point of contact for our customers, and you will play a crucial role leading our colleagues to support our customer’s needs and upholding the agency’s reputation.

We are looking for someone who has a real passion for providing an exceptional Customer Service and is able to work at pace. The Operational Manager should have a good understanding of their own work area, using their ability and flexibility to switch between various tasks at short notice. You’ll be flexible and adaptable but above all personable with the ability to put the needs of our customers first.

For an insight into working for The Customer Service Centre within the VOA, please click on the video link below.

https://youtu.be/CAPxCn3yF0Q?si=mD-ljGtMDofEA5g7

Operational Manager – Customer Service Centre – Key responsibilities

• Line management to teams of EO's/AO's.
• Resource planning and deployment, including forecasting of work and accurate recording of Activity Monitoring and Costing data (AM &C).
• Manage work allocation across the Unit, collaborating with other Managers to re‑align work to meet business needs, ensuring most efficient use of resource across the Unit.
• To recognise and deal with management issues within the team and resolve them quickly and effectively – applying the correct HR principles to process and escalating where appropriate.
• To create and promote an inclusive working environment that values everyone for their individual contributions.
• To maintain team performance through change by effective people management – using clear and tailored communication across the need for change, promoting its potential benefits while fostering engagement in developing plans to deliver it effectively.
• To be accountable for leading a team to deliver exceptional customer service, through effective performance management and a focus on driving continuous improvement.

There may be a need for occasional travel across the UK with some overnight stays required to support business needs.