Customer Services Manager

About the role:

Horsham District Council is looking for a passionate and committed Customer Services Manager to run our customer services team, maintaining and developing our high quality customer experience. This role will be hands-on, working with our customers and Council Service areas, whilst also looking for opportunities to improve our processes and implement systems and technology to enhance the customer experience and improve efficiency.

As Customer Services Manager you will be responsible for delivering exceptional customer service across a variety of channels, ensuring swift and positive resolutions to enquiries and complaints. Working with colleagues across the Council to develop strong working relationships to maintain, develop and improve service delivery.  Ensuring that the Customer Services team are up to date on Council policies, practices, business systems and community issues. You will also need to establish proactive feedback to gather data and insights regarding customer satisfaction for areas for continuous improvement of the service.

About you:

To succeed as Customer Services Manager, you will be experience in managing a high performing customer service team with knowledge and experience of telephony and digital systems that enhance customer service delivery. Excellent influencing and collaboration skills are required to enhance the customer service delivery and improve efficiency when dealing with both internal and external customers.

For an informal discussion about this role please call Andrea Curson, Head of Customer and Digital Manager on 01403215457.

About us:

We have a friendly and supportive working environment and being a smaller Council, you can really get to know everybody.

We encourage and support our employees to have a healthy work life balance by offering 28 days’ (207.2 hours) annual leave plus bank holidays (pro-rata), and flexible/hybrid working options where applicable.

We offer a generous benefits package including an online platform offering discounts from online retailers and access to a car lease scheme. Staff are also eligible to join the Local Government Pension Scheme (LGPS), where the Council contributes circa 20% of pensionable salary.

To support employees’ professional development the Council provides reimbursement for professional subscriptions and a number of training opportunities, including extensive in-house learning resources, short courses, Apprenticeships, and qualifications such as Institute of Leadership & Management (ILM), Master of Business Administration (MBA).

Visit our Jobs and careers page to find out more about Working for Horsham District Council and Our employment commitments.

To apply:

If you would like to apply for the role, we highly recommend you show clearly within the ‘Experience Section’ of the application form how you meet the essential criteria detailed within the Role Profile when applying. If you do not make this clear, it is unlikely you will be shortlisted for interview.

Internal applicants, if you would like to apply for the role, please submit an expression of interest to HR@horsham.gov.uk explaining clearly how you meet the criteria and what you feel you can bring to the role.