Coronavirus

National lockdown rules apply in Harlow. You must not leave, or be outside of your home except where necessary. You can now access community testing in Harlow to find out if you might have the virus without symptoms.

Contact Harlow Manager

Contract type
Permanent
Post number
CH0011X
Service
Governance
Location
Civic Centre
Grade
15
Salary
£41,881 to £43,857 per annum
Hours
37.5 (banking 30 minutes per week to be used towards the shut down between Christmas and New Year)
Closing date
Interview date
To be confirmed

About the role:

Harlow Council is looking to recruit a Contact Centre Manager for Contact Harlow which is the first point of contact for the council. Managing the day to day operation and using the systems and technology available as insight, you will ensure that excellent customer service is at the heart of what we do.

Main Advert:

Harlow Council is looking to recruit a Contact Centre Manager for Contact Harlow, which is home to our main call centre, face to face contact, the cash office and contact email account, making it the first point of contact for the majority of our customers.

There is no doubt that this is a challenging time for local government, but it has also been a time for change and adaptation, and this is a great opportunity for the right individual to really help shape the way that Harlow Council delivers its services in the future.

We are currently implementing a new call centre phone system that will allow customer insight to be used to improve our service. Our website and online systems have been significantly improved and our face to face interactions will need to evolve to ensure that, as we recover from Covid-19, we provide exceptional services to our residents that meet their needs. We will expect you to use our new technology as well as your knowledge of the latest emerging trends, to improve how we interact going forward.

At the council, we see our staff as our biggest asset, and so as Contact Harlow Manager, you will bring your experience of managing large teams and leadership skills to help develop our individuals and the quality of service they provide.

This is a demanding role and you will need to be able to prioritise a workload with tight deadlines, whilst at all times showing a commitment to providing the very best service to our users. You will be comfortable in dealing with senior colleagues and be able to present complex information in a simple, easy to understand format.

You will work closely with colleagues in the Customer and Media Services team to ensure that there is a joined up approach to service delivery and above all else will have a positive and committed attitude to providing the very best service that we possibly can.

As part of the recruitment process, candidates selected for interview will be required to undertake a couple of short online tests relating to the role as well as a presentation.

For an informal discussion about the role please contact Simon Pipe, Customer and Media Services Manager on 01279 446544 or via email simon.pipe@harlow.gov.uk

 

Protecting the health and wellbeing of residents and staff will always be the Council’s priority. Safety measures to help stop the spread of the virus have been put in place and we have complied with the government's guidance on managing the risk of COVID-19 and completed a COVID-19 risk assessment for all of our buildings. Please visit our Coronavirus page on our website for more information. And our COVID secure poster lists the commitments and compliance we have made to follow the government guidance.

Apply text

Apply

To apply, please email your completed application form to recruitment@harlow.gov.uk 

You will need to send your application form as an email attachment, rather than providing a link to a cloud-hosted document like Google Drive or OneDrive. 

Please note Harlow Council does not accept CVs.

We also have a Word version of the job application form