Senior Customer Service Manager, Open to flexible working

Camden, London (Greater)
£49,299 - £60,254 per annum
23 Aug 2019
12 Sep 2019
Contract Type

Directorate: Corporate Services

Location: 5 Pancras Square, London N1C 4AG

Job Level: Level 5, Zone 2

Salary: £49,299 - £60,254

Contract Type: Permanent, Full time, 36 hours per week

Alternative flexible working options available/open to discussion 


The role

At Camden Council, we have a history of doing things differently. We embrace this rebellious spirit to seek creativity, celebrate our diversity and empower everyone around us. But we also never stop looking forward. Which is why we worked in partnership with our residents to create Camden 2025. It’s more than a strategy. It’s a call to action, inspiring new ways of working, where Camden’s people, the council and others come together to develop new solutions.

To support us in achieving Camden 2025, we’re looking for an innovative and people focused Customer Service Manager. It’s an incredibly exciting opportunity to lead and develop Camden’s Contact Centre, which is named ‘Contact Camden’. Contact Camden handles over one million customer’s conversations– through phone, email and face to face. Therefore, plays a critical role in supporting Camden redesign services around citizens by representing the citizen voice across the organisation.

This role is all about leadership. It’s about leading your management team by coaching, setting a clear vision, driving customer service excellence and removing barriers for your Team Managers so they can focus on getting the best from their teams and doing the right thing for customers. This is a highly visible leadership role within the council, and this role will work collaboratively with service areas to re-design services and transform the customer experience.

An important priority for the role is to create a positive and engaging environment where teams are pulled towards the cause and constantly seek to improve themselves, and improve the service provided to our customers. In the role, you’ll manage a team of Team Managers, with an overall leadership of a team of over 100. Reporting to the Head of Customer & Registration Services and operating as a key member of the Customer Services Management Team, you’ll be the authority for all things Contact Camden across the council.

About you

You’ll have Strong interpersonal and communication skills, which will mean you’ll be able to evidence how you’ve influenced and collaborated to achieve results. Combined with incredible people skills, you find it easy communicating and engaging with front-line teams to board meetings. You’ll know how to get the best out of your people and can evidence how you’ve built high performance teams.

You’ll have a record of successfully delivering change and high performance within a customer service setting of changing priorities, demands and HR policies. You will also have a passion for proactively seeking out creative innovative solutions to long-term challenges, ensuring customers have a strong voice in guiding our future service delivery, identifying opportunities for further improvement and collaborating with others to deliver them.

You’ll role model and drive a high performance culture, you’ll do this by creating an environment that is truly citizen first, have a learning mind-set and always be seeking to improve yourself, your teams and the citizen experience. You’ll be an expert in leading large teams and have a passion for delivering customer service excellence, and creating a positive and engaging working environment for front-line customer service teams.

About Camden 

Camden’s main offices are located in modern, award-winning offices at King’s Cross. You can expect an exceptional range of benefits including discounted access to the onsite leisure facilities with swimming pool, recognition and reward for high performance with progression and pay increases, flexible and agile working hours and access to a leading pension scheme.

Camden is proud to be the country’s first Timewise council and as part of this accreditation, we work to help parents balance work with childcare. This fits in with our aim to be leaders in innovative, flexible and part-time working that allows for different patterns of care and for parents to share childcare responsibilities.

Make it work for you. Make it your Camden.

Discover and Diversity

To “discover” more about Camden and our commitment towards diversity, equality and safeguarding, please visit our recruitment website 

How to apply

To apply for this job please follow the "Apply" link. In the ‘Why you?’ section of the application form you will be expected to explain how you meet the key requirements for this role listed in this advert. When explaining how you meet each of the requirements, please give examples that clearly demonstrate your skills, knowledge and experience. When writing your examples give a brief description of the situation or task but focus on the actions you took and the result of your actions.

Camden is committed to making our recruitment practices barrier-free and as inclusive as possible for everyone. This includes making adjustments or changes for people who have a disability or long-term health condition. If you would like us to do anything differently during the recruitment process, or provide any information in an alternative format, please contact us on 020 7974 6655, at, or post to 5 Pancras Square, London N1C 4AG.


Closing dates for applications: Thursday 12th September, 23:59pm

Interviews to be held: w/c 16th September 2019

Please quote reference: 190000J5

To view the Job Profile please click HERE