Service Centre Manager

Recruiter
Pertemps Coventry Commercial
Location
Coventry
Salary
£13 - £15/hour Free Parking
Posted
17 Jun 2017
Closes
16 Jul 2017
Sector
Education
Contract Type
Interim
Hours
Full Time
I am currently recruiting for a service Centre Manager for a government body based in Coventry city centre on a temporary basis working Monday – Friday 09:00 – 17:00.

A requirement for an operational management of service centre and line management and development of dispersed team of operatives. Requires national travel.

Purpose

• We are looking for someone to lead and manage a key part of a service which offers both Employers and Providers with a single point of contact for high quality, credible, professional and technical advice and information relating to funding, policy and business applications.
• The role will focus on effective line management and development of a dispersed team of individuals, during a period of significant change.
• This role requires national travel.
Activities
• Work within a management team to deliver effective operational management, leading on key tasks and collaborating on others
• Line manage and develop a team of up to 10 individuals so that key KPIs are achieved and customer satisfaction maximised
• Lead on developing and implementing new services
• Lead on reviewing, developing and implementing processes and ways of working

Key Deliverables

Managing a Quality Service
• Explaining clearly to customers what can be done
• Work with team to set priorities, create clear plans and manage all work to meet the needs of the customer and the business
• Ensure delivery of professional excellence and expertise
• Promote adherence to relevant policies, procedures, regulations and legislation, including security, equality and diversity, and health and safety.
• Identify common problems or weaknesses in policy or procedures that affect service and escalate these

Building Capability for All
• Take ownership of team and individual development by identifying capability needs and consistently achieving development objectives
• Take responsibility for the quality of own work and seeking opportunities for improvement through continuous learning
• Proactively support the development plans of others
• Take account of the diverse contributions of team members and delegate work to improve capabilities of all
• Encourage and be open to development feedback from others

Collaborating and Partnering
• Demonstrate interest in others and develop a range of contacts outside own team to help get the job done
• Actively encourage team working, changing ways of working to facilitate collaboration for the benefit of the team’s work
• Proactively seek information, resources and support from others outside own immediate team in order to help achieve results
• Readily identify opportunities to share knowledge information and learning and make progress by working with colleagues
• Listen attentively to others and check their understanding by asking questions
• Take responsibility for creating a working environment that encourages equality, diversity and inclusion.

Leading and Communicating
• Display enthusiasm around goals and activities adopting a positive approach when interacting with others
• Listen to, understand, respect and accept the value of different views, ideas and ways of working
• Express ideas effectively both orally and in writing and with sensitivity and respect to others
• Confidently handle challenging conversations or interviews
• Confront and deal promptly with inappropriate language or behaviours, including bullying, harassment of discrimination.

Making Effective Decisions
• Demonstrate accountability and make unbiased decisions
• Examine complex information and obtain further information to make accurate decisions
• Speak with the relevant people in order to obtain the most accurate information and get advice when unsure of how to proceed
• Explain clearly, verbally or in writing, how a decision has been reached
• Provider advice and feedback to support peers to make accurate decisions
• Monitor the storage of critical data and customer information to support decision making and conduct regular reviews to ensure it is stored securely, accurately, confidentially and responsibly.

Changing and Improving
• Understand and apply technology to achieve efficient and effective business and personal results
• Take initiative to suggest ideas for improvements, sharing this feedback with others in a constructive manner
• Conduct regular reviews of what and who is required to make a project/activity successful and make ongoing improvements

Skills
• Qualification Requirement
• (Preferred)
o ITIL Foundation
o Project Management (i.e. PRINCE2)
o Service Desk Institute (Manager)

• Extensive line management experience in a customer service facing environment
• Excellent communication skills
• Contact centre experience (essential)