Permanent / 37hrs per week.

We are currently looking for a Customer Services Manager to join our team.

Are you passionate about customer service? Are you a people person, a great motivator and a problem solver?

If your answer is yes to all of the above, you could be the one we are looking for. We need an exceptional person to join Team NPT as our new Customer Service Manager.

At Neath Port Talbot Council, we put our customers at the centre of everything we do and we are working hard to make our services more efficient and easier to use. If you have proven management experience in customer services, this is an opportunity to make your mark and progress your career.

The main purpose of the job:

As well as providing operational leadership to our customer services team, you will also be responsible for implementing a new customer services delivery model across the organisation. A strong and consistent set of customer service standards across all of our services will be a core focus for the successful candidate.

With changing customer demands and expectations in an increasingly digital environment, this new role will support the council’s leadership team to respond innovatively and promptly to residents across Neath Port Talbot.

• Main duties and responsibilities

• Establish a true first port of call for all customer interaction from end to end, managing customer contact including phone, post, email and social media.

• Manage team leaders and lead all staff within the customer service team, to ensure the efficient operational management of the Customer Services function

• Set and monitor performance against KPIs to ensure that they are aligned to the council’s business strategies and the corporate plan.

• Lead the development and implementation of a complex corporate customer service strategy across the whole Council to improve customer experience and support the delivery of business strategies and the corporate plan.

• Engage with senior managers and build productive and collaborative working relationships, with the overarching aim of developing the customer service experience across the council.

• Work with senior managers to develop and implement appropriate customer service policies and standards and maintain best practice and effective communication with customers.

Applicants must be educated to degree level or possess equivalent occupational experience.

If you are up to the challenge, we look forward to hearing from you.

For an informal discussion, please contact Sylvia Griffiths on

Phone: 01639 686585 or 07711 031 650

Email: s.griffiths@npt.gov.uk

Neath Port Talbot Council is totally committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expects all staff and volunteers to share this commitment. Our schools/employees are equally committed to ensuring the safety and protection of all children and young people/vulnerable adults and will take action to safeguard their wellbeing.

The recruitment process for this post will be underpinned by rigorous safer recruitment assessment to ensure that children and young people are protected.

Welsh Language skills are desirable

Applications may be submitted in Welsh, applications submitted in Welsh will not be treated less favourably than an application submitted in English.

We offer a guaranteed interview scheme for candidates who have a disability and armed forces veterans.

At Team NPT, we all work together to serve the people, communities and businesses of Neath Port Talbot.

We are committed to providing training opportunities and the professional development of all our employees.

We look forward to welcoming you to Team NPT.