Job Description
Renfrewshire Council has an exciting opportunity to join the Customer and Digital Operations team as the new Service Delivery Manager (Customer Operations), responsible for managing the customer-facing call centre, advice services, and digital operations. The Customer Operations team supports the citizens of Renfrewshire across a range of council services, from Housing Repairs and Bin Collection to the provision of money and debt advice and the registration of births, deaths, and marriages. All are delivered across telephone, face-to-face, and digital channels. This is a challenging role and requires someone with experience in leading in a high-volume customer-facing environment. You should be used to driving performance to achieve service standards and can work in a role with multiple, and sometimes, competing priorities. From your experience, you will be able to demonstrate effective planning of resources in a call centre environment and successful use of Management Information to evaluate and improve performance. To succeed in this role, you will have a proven track record of leading multi-disciplinary teams across multiple locations and an ability to innovate and respond to customer expectations within the constraints of budget, time, and resources. The role requires strong partnership working across the Council and with external agencies, and these partnerships will be formed through effective written and verbal communication at all levels. You will be customer-focused, and an active leader who builds strong and highly effective teams driven to deliver excellent services every time. The role is predominantly operational; however, you will have experience in developing medium-term strategies required to deliver against the wider goals of the Council, recognizing the importance of the voice of the customer in these plans. You must have effective IT, teamwork, interpersonal, and written and verbal communication skills. It is essential you are educated to degree level or have equivalent relevant experience in a senior management role in a customer service environment. It is also essential you have the ability to travel throughout Renfrewshire as required. It is an exciting time for the Customer Operations team as they continue to develop digital services to meet the expectations of today's customers, and evidence of managing such change in a public sector organization would be desirable.
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Renfrewshire Council has an exciting opportunity to join the Customer and Digital Operations team as the new Service Delivery Manager (Customer Operations), responsible for managing the customer-facing call centre, advice services, and digital operations. The Customer Operations team supports the citizens of Renfrewshire across a range of council services, from Housing Repairs and Bin Collection to the provision of money and debt advice and the registration of births, deaths, and marriages. All are delivered across telephone, face-to-face, and digital channels. This is a challenging role and requires someone with experience in leading in a high-volume customer-facing environment. You should be used to driving performance to achieve service standards and can work in a role with multiple, and sometimes, competing priorities. From your experience, you will be able to demonstrate effective planning of resources in a call centre environment and successful use of Management Information to evaluate and improve performance. To succeed in this role, you will have a proven track record of leading multi-disciplinary teams across multiple locations and an ability to innovate and respond to customer expectations within the constraints of budget, time, and resources. The role requires strong partnership working across the Council and with external agencies, and these partnerships will be formed through effective written and verbal communication at all levels. You will be customer-focused, and an active leader who builds strong and highly effective teams driven to deliver excellent services every time. The role is predominantly operational; however, you will have experience in developing medium-term strategies required to deliver against the wider goals of the Council, recognizing the importance of the voice of the customer in these plans. You must have effective IT, teamwork, interpersonal, and written and verbal communication skills. It is essential you are educated to degree level or have equivalent relevant experience in a senior management role in a customer service environment. It is also essential you have the ability to travel throughout Renfrewshire as required. It is an exciting time for the Customer Operations team as they continue to develop digital services to meet the expectations of today's customers, and evidence of managing such change in a public sector organization would be desirable.
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