Post title
Customer Contact Team Manager (Depute Contact Manager)
Division / Section
Customer Contact
Department
Resources Directorate
Responsible To
Customer Contact Manager
Number of post holders
1
Acting up/ Secondment
No
Purpose of Job
The Customer Contact service provides a 24/7, 365 day access to a wide range of Council services via a
range of access methods including; telephone, online, and face to face.
The Customer Contact Team Manager will ensure that the operational and strategic objectives of a large section
of the Customer Division are achieved, and that work programmes associated with continuously improving
performance levels are implemented.
The post holder will be responsible for the performance, efficiency and development of Customer Contact
teams responsible for dealing with a wide variety of customer contact across an extremely diverse range
of services.
MAJOR TASKS/JOB ACTIVITIES
Nominated deputy for the Customer Contact Manager. The postholder will oversee operational and
performance management on behalf of the Customer Contact Manager. Develop and manage a suitable
performance framework to assess the strengths and weaknesses of customer contact services. Monitor,
evaluate and report on customer contact activities and implement changes to tackle service pressures and
enhance overall performance.
Establish and implement a performance management framework to address staff performance issues and
recognise achievements. Ensure effective implementation of capability management within the service.
Support the Customer Contact Manager on budget, performance, and workforce management related
matters to support the delivery of Customer Contact services.
To oversee the co-ordination and delivery of all aspects of customer contact services including controlling
activities, planning, organisation and risk control whilst ensuring that the image and policies of the Council
are promoted.
Responsible for the provision of excellent customer service across the teams, ensuring that enquiries are
dealt with sensitively and that appropriate professional advice and guidance is given, dealing personally
with the most exceptional cases.
In conjunction with other Customer Contact Team Managers, promote an integrated, consolidated and
consistent Council-wide approach to customer contact supported by the appropriate governance
arrangements, processes and stakeholder engagement.
To work with the senior staff to support new initiatives and the strategic direction of the Council and
ensuring that that all customer contact services are planned in a consistent manner in accordance with
the Council’s strategic objectives.
Manage resource utilisation across customer contact services and the flexible deployment of staff to
support key areas of the organisation on a priority basis.
Regularly review and assess employee performance through the PRD and 1:1 process. Resolve
performance problems when they arise ensuring a high standard of work is achieved. Provide on the job
training for staff in exceptional circumstances
Responsible for building and maintaining an effective team environment, ensuring effective 360
communications with staff, other sections and departments internally and with external agencies.
Ensure the quality of service provided by the team meets the standards set and that appropriate
arrangements are implemented to ensure that information received and provided is clearly understood
and that accurate records are maintained.
Identify and evaluate the risks associated with customer contact services and take appropriate action to
control / mitigate the risks.
Supervision and Management of People
The post will have full management responsibility for overall management of teams within Customer
Contact, and direct line management of up 6 Team Leaders. As required the postholder will deputise for
the Contact Manager, and take responsibility for approximately 230 Fte
The posts will undertake a range of complex and diverse work on a daily basis.
The post will undertake the planning, organising and setting priorities for work of the team, with a view to
the long-term and with a particular focus on achieving performance targets.
Creativity and Innovation
In conjunction with other Customer Contact Team Managers, the post will take responsibility for the
continuous development of a range of disciplines to support of the delivery of the Council’s customer
contact service areas and must take an innovative and proactive approach to service delivery.
The post will support to manage the varying interests of diverse stakeholder in the delivery of customer
contact services. The post will demonstrate creative and constructive approach to resolving issues ad
conflict in order to progress desired outcomes.
The post will encourage innovation, excellent customer service and a culture of continuous improvement
across the Council.
The post will work with Customer Contact Managers to seek new opportunities to maximise commercial
benefit to the Council.
Contacts and Relationships
The post will have a range of contacts, both internal and external, reflecting the varied nature and
diversity of Council services.
The post will have regular contact with the highest management levels across the Council.
The post will be required to develop and maintain strong business partnering relationships with an
understanding of the services being supported by customer contact services. These business partnering
relationships will be key to how resources are managed and effective workforce planning.
The post will have regular contact with senior management from a range of external stakeholders, and
should present a positive impression of the Council.
The post-holder will deal with a range of contentious, complex and challenging enquiries from a variety of
sources, maintaining an awareness of the Council’s image and the sensitivity of many issues.
They will prepare reports, letters, memorandums, and other communications that may be required to
progress, resolve, or deal with a variety of issues.
Decisions (Discretion)
The post plans, organises and controls activities associated with a large section of the Customer Division.
This includes, ensuring that sufficient; appropriately trained staff, hardware and software, and other
resources are available to meet the service objectives of the organisation.
The post decides on the action to be taken to deal with operational difficulties. This may include, dealing
with the more complicated cases (and those of confused or angry customers). He/she is expected to set
priorities for the team, to ensure that service objectives are met.
He/she must be able to identify when to consult their Senior Managers about contentious issues and
identify the best method of communicating with and resolving customer problems.
Delegated budget responsibility for staffing (£7m) and non staffing budgets (£2m)
Assess situations to determine the importance and urgency of risks and make decisions which are timely
and comply with Council policies and procedures.
The post is a key member of the Customer Team. He/she will work under his/her own initiative
coordinating with other departments across the Council and with partner agencies.
The post will report to the Customer Contact Manager.
Decisions (Consequences)
The decisions regarding the delivery of customer contact services are likely to impact across a range of
Council services and stakeholders.
Decisions are taken across a wide range of activities and in a variety of contexts. They will include
professional advice and evaluation and the allocation of resources in relation to customer contact services.
Decisions relating to systems security and maintenance and wider business continuity issues relevant to a
24/7 essential service.
The consequences of decisions taken regarding customer contact services will vary dependent on the
impact on Council outcomes, and in some cases are likely to be significant.
Resources
The post is required to take on responsibility for the leadership and development of Customer Contact
Team Leaders and their associated service areas, including consideration of succession planning and
resilience to ensure business continuity.
Delegated budget responsibility for staffing (£2m) and non staffing budgets (£1m)
Responsible for system development and resilience, including call centre telephony system, customer
contact monitoring software, call routing software and social media infrastructure. This will include system
testing, innovation, training and liaising with ICT on technical elements.
Environment – Work Demands
The post will work autonomously with minimal supervision.
The post will operate in a changing environment and need to effectively and diplomatically manage
competing priorities, interests and pressurised timescales.
The post must be able to adapt flexibly to new demands, and take appropriate action on matters requiring
immediate response.
Environment – Physical
Although the post may be exposed to some physical demands these will be predominantly within the
range of normal office based activities.
Environment – Working conditions
Although the post may be exposed to some adverse working conditions these will be predominantly
within the range of normal office based activities.
Environment – Work Context
Although the post will have some requirement to take care in relation to the working environment, work
activities and dealing with people this will not be more than the normal required of a council employee.
Knowledge and Skills
The post holder should be educated to degree level and/or relevant experience working in a similar role at
a senior level.
The post holder must have a sound understanding of the nature, complexity and diversity of the business
of Local Government and be capable of dealing effectively and efficiently with the range of professions and
organisations within the Council, its partner agencies and external organisations.
The post holder must have excellent listening and questioning skills, together with the ability to
communicate clearly and think laterally.
The post holder must demonstrate proven experience of managing services within a customer contact
environment and handling complex issues with effective use of communication and networking skills.
Knowledge of working in a customer focused, team-based environment with a demonstrated ability to
meet targets is essential.
Health and Safety
The Council must abide by relevant health & safety and employment law, as well as the common law duty
of care. All members of staff are required take care for their personal health and safety and that of others
who may be affected by their actions or inactions. You are therefore required to carry out your duties in a
safe manner in accordance with instructions and in compliance with safety rules/procedures, regulations
and codes of practice. You are required to advise your line manager if you become aware of any unsafe
practice or condition or if you have any other safety concerns and should comply with accident and nearmiss reporting procedures.
If you supervise, manage or lead other staff, you are also responsible for ensuring that the Council’s
operations are carried out in such a way that ensures, so far as is reasonably practicable, the health, safety
and welfare of those staff and that of any others who may be affected. You will therefore conduct relevant
risk assessments and assign duties with appropriate instructions, in compliance with safety
rules/procedures, regulations and codes of practice. You will address and/or escalate any issues of any
unsafe practice, condition or any other safety concerns you identify or that are brought to your attention,
taking appropriate advice as necessary and will ensure that accident and near-miss reporting procedures
are understood and complied with.
Organisation Structure