Senior Service Delivery Officer (Customer Services)(Full Time)(Permanent) - REN12135

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Renfrewshire Council has an exciting opportunity to join the Customer and Digital Operations team as the new Senior Service Delivery Officer (Customer Services) responsible for managing the day-to-day operation of the customer facing contact centre.

The Customer Services team supports the citizens of Renfrewshire across a range of council services, from Housing Repairs and Bin Collection to the management of licensing processes and the registration of births, deaths, and marriages. All 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. Someone who is 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 contact 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 customer service contact centre teams across multiple locations and an ability to innovate and respond to customer expectations within 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 focussed, who can demonstrate an ability to build strong and highly effective customer facing teams who are driven to deliver excellent services every time.

This role is predominantly operational, and you will be able to demonstrate your track record of being a team player, in a high volume, process driven environment.

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 at a middle to senior management role in a customer facing contact centre environment.

It is also essential you have the ability to travel throughout Renfrewshire as required.

It is an exciting time for the Customer Services team as they continue to develop digital services to meet the expectations of today’s customers and would be desirable if you had experience in developing complex processes and procedures to support this work.

If successful, you will be required to undertake a Disclosure Scotland check, the level of check will be determined by the duties of the post. If you would like further information in relation to the Disclosure Scotland checks, please visit www.disclosurescotland.co.uk

Should you wish to have an informal discussion about this role prior to application, please contact Julie McBride, at julie.mcbride@renfrewshire.gov.uk to arrange a suitable time for a call.