Customer Service Manager

Customer Services Manager-4958

Bristol

£480 per day

Our client, a leading UK Government Transport organisation is seeking a Customer Service Manager on a contrac basis.

This is a contract role paying up to £480 Ltd per day Ltd on a 3 month contract initially

Key Skills:

This role is to set the scene for a customer service team
Stakeholder engagement
Developing customer service strategies
Someone able to see the bigger picture (outside of the day to day) and play a part in creating the policies and processes
Public Sector/Government/Highways Agency/Roads/DFT

4958-Customer Service Manager-DFT-Bristol-Contract

Main Duties and Responsibilities:
Engage with customers in order to pro-actively assess their needs and requirements as part of continuous improvement, design and integrate new processes to help build customer relations and improve upon support services; Ensure that any changes in customer support services are communicated across the organisation; Build a stronger operational team to deliver first time resolutions; Act as ultimate point of escalation for customer services and media related issues; Audit current services and ensure that positive success stories are reported throughout the department.

Key tasks and deliverables:
Lead the delivery of all customer engagement in region, developing tools and processes for obtaining better customer insight and evaluation of service standards. Develop and build effective relationships with key stakeholder groups and communities and act as a champion for customer service; embedding a customer centric culture into the all areas of the region's work. Working with the internal teams and the supply chain; identify and map the region's key customers, stakeholders and communities. Working with colleagues from other teams in region, develop and build strategic relationships with key customers and stakeholders in region, promoting key messages about the HA's capital investment strategy. Work with communications and marketing colleagues to develop an effective regional communications strategy to better engage our customers, particularly in light of the significant increase in activity across the region's strategic road network. Lead on the evaluation and measuring of the customer experience across the region; monitoring customer feedback, identifying trends and helping teams to deliver resolutions to customer queries and problems. Working with the Customer Experience Team, develop a regional capability to obtain customer insight and perspective based on the national Customer Panel model. Act as a regional champion for the National Road User Satisfaction Survey and Area Road User Satisfaction Survey, working with internal teams and the supply chain to integrate the regional results and develop plans to address areas for improvement Provide regular feedback on progress and performance to the Joint Operations Meeting and Regional Operations Board There are no staff management responsibilities associated with this role.

If you are interested then please apply and submit your CV Resourcing is a service driven recruitment consultancy.