Customer Delivery Manager

  • Job Reference: 941790791-2
  • Date Posted: 11 March 2023
  • Recruiter: St Albans City & District Council
  • Location: St. Albans, Hertfordshire
  • Salary: £59,408 to £64,093
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent

Job Description

Salary: £59,408 to £64,093 inclusive annual salary + up to 19.7% employer pension contribution
Contract: Permanent
Post: Full-time (37 hours/week)
Location: Flexible working options (including hybrid)
Annual Leave: 30.5 days, plus public bank holidays
Closing date for applications: Wednesday 29 March 2023
Interviews are scheduled for w/c: 10 April 2023

St Albans is a unique English Cathedral City with a colourful history which can be seen in the Roman remains and variety of beautiful architecture, heritage sites and conservation areas. Set within green belt, off the M25, A1M and M1 the District includes a cathedral, vibrant city centre and thriving villages. Our centrally located offices in the city are near to the station (London St Pancras 20 minutes), shops and restaurants. In short it is a great place to live and work.

We have put the foundations in place over the last two years to change the way we do business. Our three Strategic Directors are driving our ambitious change plans. We have created a new single delivery team to manage our customer engagement, underpinned by new technology. Now we are recruiting to this key leadership post that will help us to capitalise on these changes.

About the role

As Customer Delivery Manager you will lead the transition to a new way of working where we make the most of digital technology to deliver in person, phone, and online services. You will improve our systems so that we have real time data on how services are performing and can act on that data to make improvements. You will be an inspirational manager and leader to a large, diverse team of over sixty employees.

About you

You will have significant experience of providing customer services leadership and embedding a customer-focused culture in a demanding, fast-paced and digital operating environment. You will be a strong communicator and able to quickly build effective working relationships with a diverse range of stakeholders from different professions and sectors.

Working closely with the Digital Strategy and Transformation Manager you will deliver our ambitions for high quality customer and case services, using best practice to inform your work and technology to innovate.

While we want to deliver at pace, we also value and respect work life balance. We offer hybrid and other flexible working options and welcome applications from people of all backgrounds. Whilst experience of working in local government would be beneficial, applications from candidates who have worked elsewhere in Government or in the private sector are also welcome.

In addition to working within a great team and a comprehensive salary you will have access to:

• 30.5 days annual leave + bank holidays
• Local Government Pension Scheme with current employer contribution up to 19.7% employer contributions
• Flexible working options including hybrid
• Staff Parking Permit
• Reimbursement of professional fees
• Comprehensive management learning and development
• Discounted membership at selected local sports and fitness centres.
• Leisure and travel discounts

This post is subject to a Basic Disclosure Check.

Please provide an up-to-date CV (no more than three sides of A4), explaining any gaps in employment.
A covering letter (maximum 2 sides of A4) explaining what you would bring to the role and how you meet the essential criteria in the person specification. A detailed job description and person specification are published on the advert for the relevant role. The person specification sets out the criteria we use to assess applicants.

You may have experience of the following: Customer Service Advisor, Customer Service Executive, Customer Service Officer, Customer Service Representative, Customer Relations Executive, Contact Centre, Customer Service Agent, Call Centre, Customer Support, Client Support, Call Centre Advisor, Contact Centre Advisor, Team Leader, Manager, Management, etc.

REF-(Apply online only)