Description

We are committed to the development of our workforce. This position is only available to applicants who already work for Surrey County Council. We thank you for your interest in our roles and would encourage you to review our vacancies which are open to all.

The starting salary for this permanent role is £68,774 per annum based on a 36-hour working week. 

We are looking for a new Contact Centre Service Manager to lead the operational effectiveness of our contact centres and the Blue Badge team, managing team performance, technology, customer contact channels, and processes.

At Surrey, our vision is to help create better lives, a better place, and a county where no-one is left behind.

The role is based in Dakota Building, Weybridge. Whilst there are opportunities to work from home, our expectation is that staff will spend at least 2 days in the office, or more where business need demands. We would anticipate that this role may require regular travel to other Surrey County Council offices.

Rewards & Benefits

• 26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 31 days after 5 years' service
• Option to buy up to 5 days of additional annual leave
• An extensive Employee Assistance Programme (EAP) to support health and wellbeing
• Up to 5 days of carer's leave per year
• Paternity, adoption and dependents leave
• A generous local government salary related pension
• Lifestyle discounts including gym, travel, shopping and many more
• 2 paid volunteering days
• Learning and development hub where you can access a wealth of resources

About the Team

Surrey County Council's three Contact Centres handle over 220,000 customer interactions annually. The Non-Social Care Contact Centre receives the highest volume, with 172,000 calls, 22,000 online chats, and 28,500 emails each year. Calls are answered within 120 seconds on average, with over 80% of enquiries resolved at first contact, maintaining high customer satisfaction (over 90%).

The Social Care Contact Centres manage 50,000 calls annually, answered within 60 seconds on average, and handle over 135,000 electronic contacts from blue light services, professionals, and residents/carers, providing support, advice, and information to our most vulnerable residents.

We believe in great leadership and teamwork, and encourage a culture of respect, trust and integrity. We are constantly looking to improve standards of service to our customers and ensure we have an energised and engaged workforce.

About the Role

In this role, you will need to build strong relationships with colleagues in second line services to foster continuous improvement and provide a high-quality, inclusive resident experience. This includes supporting customers with complex issues or those who are vulnerable, distressed, or digitally excluded, aligning with our objectives for a single customer pathway and the principle of "no-one left behind."

Additionally, you will ensure robust operations, uphold key performance metrics, and optimise technology to increase efficiency. You will explore better ways of working and utilise the workforce flexibly to deliver a high-quality customer experience within budget expectations.

You will also need to collaborate with the Local Government Reorganisation (LGR) Customer & Culture workstream to design future customer service operations and ensure a safe transition for Vesting Day (1st April 2027).

Shortlisting Criteria

In order to apply for this role, you will need to submit your CV and answer the following application questions:

1. Describe your experience in contact centre management, including both social care and non-social care environments.
2. Share an example of how you inspired your team through significant change. What was the outcome?
3. Provide a situation where you used your negotiating and leadership skills in a political environment. How did you influence the outcome?
4. Explain how you managed change and led your team through uncertainty and operational challenges. What were the results?

Your CV and answers to the questions above will clearly evidence the shortlisting criteria set out below:

• Expertise in contact centre management with extensive operational experience in both social care and non-social care environments.
• Dynamic, highly motivated, and collaborative individual with strong leadership qualities to inspire staff through significant change.
• Strong influencer with effective negotiating and leadership skills in a political environment and with various stakeholders.
• Passionate about customer excellence, with substantial experience in developing and implementing accessible services designed around customer needs.
• Proven ability to manage change, shape programmes focused on customer experience improvements, and lead teams through uncertainty and operational challenges.
• Demonstrated political awareness, with experience liaising with Elected Members and Cabinet Members, and managing multi-disciplinary teams through uncertainty and operational challenges.

Contact Us 

Please contact us for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment.

For more information or an informal discussion please contact Rachel Bearman, Head of Operations (Contact Centre).

The job advert closes at 23:59 on 25/05/2025

We look forward to receiving your application, please click on the apply online button below to submit.

Our Values

Our values are as important as our abilities and shape who we are as an organisation. Discover more about ourvalues.

Before submitting your application, we recommend you read the job description. Our Life at Surrey handbook also attached provides insights of the culture at Surrey and how as a valued employee, you can help shape our Council.

Our Commitment 

Surrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applications where:

• The candidate has evidenced the minimum criteria for the role through their application
• The candidate has chosen to share that they have a disability on the application form

Our application form and onboarding process will provide an opportunity to request any reasonable adjustments for the interview and/or the role.

We want to be an inclusive and diverse employer reflecting the community we serve and particularly welcome applications from all underrepresented groups.

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