Role: Customer Service Centre Manager
Location: Trafford Centre
Becoming a Customer Service Centre Manager with Electronic Monitoring Services:
Capita's Electronic Monitoring Service (EMS) is currently looking for a Customer Service Centre Manager. As a Customer Service Centre Shift Manager, you will work within the Monitoring Centre in Manchester at the heart of Electronic Monitoring Services. Please note that EMS operates every day of the year so all rotas include bank holidays and weekends.
What you will do:
Work alongside the Senior Operations Managers and other Customer Service Centre Shift Managers across all EMS sites, providing strong and effective leadership to the Customer Service Team, ensuring that all colleagues are highly engaged, motivated and supported, and that customer focus is evident throughout the service we provide.
Lead and develop a team of direct reports, motivating them to ensure we maintain contractual delivery and remain a centre of excellence in electronic monitoring.
Ensure employee relations are managed consistently and fairly in accordance with Capita policies, achieving the highest possible levels of employee engagement across the Customer Service Centre.
Carry out effective personal development reviews to ensure a clear understanding of objectives and that colleagues at all levels are recognised for excellent performance.
Operate a culture of openness and listening that is consistent with the company values. Two way communication, both formal and informal, with reports, peers and outside agencies, is extremely important.
Implement and monitor key performance and contract delivery indicators (CDIs) and ensure that the department achieves all set internal and contractual CDIs. Adhere to a robust audit model to ensure that any missed targets are analysed and processes are developed to avoid repeat failure.
Design, implement and set quality and productivity goals for all colleagues to ensure maximum efficiency and effectiveness.
Implement and monitor quality control processes ensuring that the service provided is delivered at the highest standard.
Your experience will include:
Clearly, this role brings with it a variety of challenges - you will be instrumental in protecting the public and making a difference to people's lives.
We are looking for individuals who are committed to delivering excellent customer service, sometimes in pressurised situations, whilst maintaining high quality and accuracy levels.
It is essential that you are equally comfortable working in a team, as well as on your own initiative.
You should also be proficient in Microsoft Word and Excel, and have a keen eye for detail.
Excellent written and verbal communication skills.
About Capita Electronic Monitoring Services
Capita EMS is contracted by the Ministry of Justice to provide electronic monitoring services (including 'tagging') across England and Wales. Electronic monitoring technology is used to deter individuals from breaking their curfews and places a stronger emphasis on rehabilitation, helping to ensure public safety across the country, while addressing the growing concerns about overcrowding in prisons.
Electronic Monitoring Services are part of Capita Plc, the UK's leading provider of business process management and integrated professional support service solutions. Through quality solutions, tailored to our customers' needs, we've helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.
What's in it for you?
At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration - with colleagues, customers and clients - is what makes us so effective at what we do.
As well as a generous basic salary, we also give you 23 day's holiday, company matched pension scheme and access to a variety of voluntary benefit options. These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts.
You'll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless. Our mission is to help you realise your potential - whatever that means to you.
What we hope you will do next
Help us find out more about you by completing our short application process - click apply now. We understand you might have some questions before taking the step to apply - you can contact for guidance.
Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.
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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.
Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.
If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check.
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