Reading Borough Council Jobs in Wargrave – Customer Services Manager

Job Description:

Lead and manage the Bereavement Service advisory and business support team, ensuring all customer service processes are compliant with all applicable crematorium and cemetery regulations and statutory requirements.

Job Responsibilities:

• Leading by example, to deliver customer service excellence ensuring the customer is always treated with compassion and empathy
• Plan a programme of process reviews and related activity, develop & implement identified improvements in a timely manner to ensure improved efficiency and delivery of customer experience excellence
• Responsible for the monitoring of processes and continuous improvement, including Quality Assurance (call listening etc.)
• Lead the Bereavement Services Advisors, ensuring delivery of all related administration is delivered to a consistently high standard and is fully compliant with all legislation
• Create a culture of innovation and continuous improvements underpinned by the Council’s Customer Experience Strategy & Digital strategy
• Maintain a focus on efficiency and income generation by growing the current service provision and seeking new opportunities
• Support the day to day partnership & stakeholder management of funeral directors, stone masons, environmental health, the coroner’s office, GP’s, hospitals, the mortuary, the police and local businesses,
• Proactively develop and build a relationship with colleagues in the Registration Service, with the community and with faith leaders within Reading Borough
• Work alongside the Bereavement Services – Operations Manager to ensure that the service provision is delivered within the framework of the law and to ensure a co-ordinated, streamlined and efficient management of the Service for both staff and customer
• Lead the Business Services Support Officer to develop a suite of clear, relevant and appealing customer facing literature, and the delivery of new income generating ideas
• Deal with all complaints in cooperation with the Council’s Customer Relationship Team and ensure any required changes to processes or service provision are addressed appropriately
• Design and implement a programme of customer service excellence training

Job Requirements:

• Good general standard of education, preferably at Level 4 of the National Qualification Framework or equivalent
• Proven substantial experience of effectively leading, managing and supervising staff
• Committed to customer focused principles as well as delivering excellent services to our customers
• Holds or working towards a Diploma from the Institute of Cemeteries and Crematorium Management – Willingness to undertake further studies if required
• Experience of managing resources
• Prior experience within any aspect of the Funeral Industry or a service with similar sensitivities
• Business planning to include management of budgets and business acumen to identify, pursue and implement successful income generating initiatives
• A good communicator with proven ability of public speaking
• The Bereavement Service is located at Henley Road Cemetery & Crematorium Office – Reading RG4 5LP
• Some Saturday working maybe necessary
• Full driving licence essential

Job Details:

Company: Reading Borough Council

Vacancy Type:  Full Time

Job Location: Wargrave, England, UK

Application Deadline: N/A

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