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Community Hub Advice Centre Manager (One Stop Shop) (Patchway and Yate)

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Job Summary

Employment Term:
Full time, Permanent
Working Pattern:
Full time
Advert Start Date:
22/05/2019
Advert End Date:
Closed for applications on 16/06/2019 23:59
Salary:
£28,785 - £31,371
Hours per week:
37
Job Category:
Customer Services/Reception
Vacancy ID:
105289
Employment Location:
Patchway and Yate

Job details 

Closing date:
16 Jun


Please note

This job is closed for applications.

Further information

Customer Services
One Stop Shop Manager (Patchway and Yate)

Summary of Post

As the front face of the Council, the One Stop Shop service provides advice and support to around 70,000 customers per annum, many of whom are vulnerable and have complex needs. There are three OSS sites strategically located in the Council’s priority neighbourhoods. The service has led the work in supporting customers transition to Universal Credit and digital support.

This post manages the teams based at Patchway and Yate OSS sites, ensuring that they are organised to achieve the maximum efficiency in terms of quality and productivity and are able to resolve customer enquiries and deliver an excellent customer experience. The post holder will contribute to service development where opportunities are identified to improve service delivery.


The post holder 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 the service. This will require strong communication skills and the ability to build rapport and relationships with customers, colleagues and partners.

For an informal discussion about the job, after you have read the job summary, please contact James Alden (Customer Services Manager) at james.alden@southglos.gov.uk or 01454 865291

Interviews will be held week commencing the 1st July 2019


We are looking for an enthusiastic and forward thinking individual to join the One Stop Shop (OSS) service at this exciting and challenging time. Based within Customer Services the OSS supports the Councils more vulnerable customers, who often have complex needs and require more in depth support. This is delivered in a face to face environment and similar roles are often referred to as Customer Experience Manager/Team Leader, Contact Manager or Customer Care Team Leader.

Along with the day to day supervision of the team, the post holder also has specific responsibility to ensure the service adapts to changes to customer behaviours, communication preferences and service delivery. We have recently implemented self - service technology within our sites, and this role will be key to building on these changes.

The role requires an individual with excellent customer service experience with well-developed communication, negotiating and influencing skills to engage successfully with customers, colleagues, and external partners. The post holder will play an important role in ensuring the service continues to provide excellent customer service to our customers and communities.

Please note - previous applicants need not apply


Main Duties

1. 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.
2. Responsible for resource planning to ensure all sites are operational and reallocating resources prior to the working day to meet customer demand
3. Ensure team members receive clear organisational direction and the work meets the required standards
4. Assist in the promotion and delivery of the service to engage customers and ensure the service meets their needs
5. Carry out or contribute to projects and undertake research where necessary to inform customer service requirements
6. Ensure that customer queries and complaints are resolved and major issues are reported or referred
7. Monitor and report on service standards within own service area, ensuring that service quality is maximised and maintained for customers
8. Produce statistical reports for senior managers to identify organisational issues and problems
9. Ensuring 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
10. Ensure all work carried out is complaint with current regulations and codes of practice ensuring that team members understand their obligations
11. Responsible for the health and safety of both the public and team, reporting issues and faults as required

Selection Criteria

To enable us to shortlist in a fair and unbiased way it is absolutely vital that you provide us with sufficient information to demonstrate how you meet or exceed the criteria outlined in the vacancy description. Please include this information in the knowledge, skills and experience section of the application form.

Essential

1. You will be working towards a professional/technical qualification and hold a relevant degree or equivalent qualification e.g. HNC, NVQ4 or have equivalent relevant experience.
2. You will have relevant practical experience gained in a customer services environment, and have experience or the ability to perform the main duties outlined above. Please provide a statement outlining how you demonstrate this.




As a manager you will be expected to demonstrate effective leadership qualities, shape and manage team plans and motivate your staff to achieve.

Safer Recruitment

South Gloucestershire is committed to safeguarding and promoting the safety and welfare of children, young people and vulnerable adults.

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