Customer Services Manager - London, United Kingdom - Capita

Capita

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Senior Complaints Manager

The Commission plays a vital role in ensuring voters have the information they need to participate in the UK's democracy.

To have a healthy democracy, voters need to be engaged in our electoral process, and understand how to register and vote.

The Customer Services Manager will join our Senior Complaints Advisor and Senior Public Information Officer to form a newly established Customer Services Team.

The team will play a key role in ensuring that members of the public who contact the Commission receive accurate and timely information that supports their democratic participation.

The team will sit with the Commission's External Communications Team which manages external engagement to ensure stakeholders - particularly the media, parliamentarians and the public - understand and have confidence in the work of the Commission, its rolein overseeing free and fair elections and in regulating political finance.

What will you be doing?

Design and implement a new approach to customer services acting as a centre of expertise and ensuring the Commission's approach reflects best practice.
Oversee the Commission's public information service, ensuring all public information enquiries receive a timely, accurate and informative response.
Oversee the Commission's complaints service, ensuring all complaints are fully investigated and receive a timely and fair response.
Ensure all external communication with voters and stakeholders is clear, accessible, empathetic and reflects the Commission's values.
Monitor levels of satisfaction with the public information and complaints services and look for improvements.

What are we looking for?

You will be comfortable working in a fast-paced environment, on your own initiative, as well as part of a collaborative and dynamic team.

You will be an excellent communicator, able to distil complex information into clear and accessible information,delivered with confidence and empathy.

You will have experience of managing customer service teams, investigating and resolving complaints and managing difficult conversations.

You will be confident advising senior staff on complex customer service issues, providing clear recommendationsand mitigating risks and issues that could affect corporate reputation.

You will also have a good understanding of the UK political system and the sensitivities required to work in an impartial and politically sensitive environment.

**What's in it for you?

Hybrid / Flexible Working

Great Benefits/ pension scheme

Competitive Salary

The company
The Electoral Commission is the independent body which oversees elections and regulates political finance in the UK. It works to promote public confidence in the democratic process and to ensure its integrity.

They offer excellent Benefits, including flexible working hours and the opportunity to join the Civil Service pension (dependent on scheme rules).

They are an equal opportunities employer.

What to do now
**Capita Opportunity Statement

The parent company, Capita Plc*, are a leading UK provider of technology enabled business services. We're supporting and improving the lives of millions of people every day and we can only do this with the right people in place, working towards a sharedgoal. We encourage an open, honest working environment where everyone can be true to themselves, and people are valued for their differences. We're always challenging each other to learn and improve, because we know when we work together, we can deliver better outcomes.

We work across such a huge range of businesses and sectors, that you'll have the opportunity to grow and develop your career in any number of directions.

You'll also become part of a network of 63,000 experienced, innovative, and dedicated individuals acrossmultiple disciplines and sectors.

There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do deliver.

Our purpose is to create a better outcome for you._