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One Stop Shop Manager

Bristol, Somerset
£34,373 to £37,568
Job Type
22 Sep 2022
How you'll make a differenceAs the front door of the Council, the One Stop Shop service provides advice and support to around 60,000 customers per year, many of whom are vulnerable and have complex needs. There are three One Stop Shop sites strategically located in the Council's priority neighbourhoods. The service has led the work in supporting customers during the Covid Pandemic and currently with the cost-of-living pressures.As a One Stop shop Manager you will make a difference by providing face to face leadership, advice and guidance where team members are unable to resolve issues themselves. You will deal with customer complaints as necessary, and provide a consistent approach across all three sites, ensuring excellent customer service at all time.This role may also be known as Customer Services Team Leader or Supervisor, or Call Centre Team leader in other organisations.What will you be doing?
  • You will support officers in the day-to-day service delivery by providing leadership, advice and guidance where team members are unable to resolve issues themselves, dealing with customer complaints as necessary, and providing a consistent approach across all three sites.
  • Daily, you will ensure that customer queries and complaints are resolved and major issues are reported or referred.
  • You will manage staff on a day-to-day basis including absence monitoring, appraisals, training and recruitment ensuring that team members receive ongoing training, support and development.
  • You will ensure team knowledge is kept up to date on both internal and external developments. Allowing support and guidance to be given to both customers and colleagues, adapting the service to meet future customer demand.
  • You will ensure all work carried out is complaint with current regulations and codes of practice ensuring that team members understand their obligations.
  • You will be responsible for resource planning to ensure all sites are operational and reallocating resources prior to the working day to meet customer demand.
What we need from you
  • You will hold a relevant degree or equivalent qualification e.g. NVQ4 in Customer Services, Business Studies or have equivalent relevant experience in a Customer Services environment.
  • You will demonstrate authoritative knowledge of the specialist area, general professional guidelines or organisational policy.
  • You will have experience of and the ability to supervise, motivate and develop a team.
  • You will have experience in dealing with competing issues and identifying priorities.
  • You will have proven communication, influencing and negotiating skills.
How a career at South Gloucestershire Council is differentWe know our team work best when they have balance in their lives and we offer genuine flexibility to help them achieve that work/life balance.We value our staff as individuals, investing in their careers and we are recognised for the quality, breadth and depth of our training and development offer, which helps make the greatest long-term difference in work.As part of our benefits package you will receive generous annual leave (pro rata), employee wellbeing support and you will have access to a range of staff discounts, including eye tests, travel, shopping and leisure activities.We recognise that our diverse team of skilled and dedicated people make us a great place to work. We welcome applications from everyone and ensure that individuals are selected, promoted and developed on the basis of their merits and abilities.Our teams at South Gloucestershire Council are making a real difference to the lives of people who live, work and learn here.
  • We're building and shaping communities which people are proud of
  • We're planning for the future; building and improving the roads, railways, schools, green spaces, and houses.
  • We're providing essential services across our communities to ensure they are safe and well maintained.
We've achieved a great deal, but we need talented and dedicated people to ensure we continue to make a difference.We're making a difference, be part of it!Salary: £34,373 - £37,568Hours per week: 37Vacancy type: PermanentLocation: KingswoodTeam: Customer Service - one stop shopAdvertising End Date: 02 Oct 2022Ref:
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  • Job Reference: 718906026-2
  • Date Posted: 22 September 2022
  • Recruiter: South Gloucestershire Council
    South Gloucestershire Council
  • Location: Bristol, Somerset
  • Salary: £34,373 to £37,568
  • Sector: Retail & Consumer Products
  • Job Type: Permanent