Customer Experience Operations Manager

Are you passionate about exceptional customer service? YPO is looking for a dedicated Customer Experience Operations Manager to lead our Customer Contact Centre. This is your chance to make a real impact with a public sector organisation, overseeing operations and ensuring our customers receive the best possible experience.

Salary: Starting at £37,035 per year (Grade 9)

Contract: Permanent, Full-time, 37 hours per week

Location: YPO Headquarters, 41 Industrial Park, Wakefield WF2 0XE

Hours: Hybrid and Flexible working, Monday to Friday

We are proud to offer a fantastic range of benefits, including:

• Local Government Pension Scheme (West Yorkshire Pension Scheme)
• Family-friendly policies, hybrid working, and flexible arrangements
• 29 days' annual leave, plus bank holidays and 3 discretionary closedown days at Christmas
• A commitment to staff development, training and progression

As the Customer Experience Operations Manager, you will be the operational driving force behind our customer service department. You will be responsible for areas such as work distribution, resource allocation, query handling, call management, and staff resourcing. Your objective will be to ensure our customers and colleagues always feel supported and valued, and our team is well equipped with the right tools needed to deliver exceptional service.

Our Customer Contact Centre is the first point of contact for many customers and colleagues, managing queries, chasing orders, resolving discrepancies, and more. You will oversee a dedicated team of around 30 multi-channel agents (voice, email, web chat), with direct line-management responsibility for two colleagues. Providing holistic leadership and oversight, you will ensure the team complies with policy and ISO standards.

What We're Looking For:

• People Skills: Excellent interpersonal, verbal, and written communication skills.
• Leadership: A democratic and transformational approach to leadership, with the ability to motivate and engage your team.
• Experience: Proven experience in a customer-focused environment, with strong cross-functional working relationships.
• Problem-Solving: Ability to prioritise, multi-task, and take corrective action as needed.
• Mentoring: Experience in delivering coaching and training to colleagues.
• IT Proficiency: Comfortable using various IT systems.

If you are a strategic thinker with a 'can do' attitude and a commitment to delivering excellent customer experiences, we want to hear from you. This role offers the opportunity to develop your leadership skills and make a significant impact on our customer service operations.

Find out more about the role in the Job Description and Person Specification attached here.

"Our mission is to help the public sector achieve the best possible value when buying products and services across the UK."

Established in 1974, YPO now has 50 years' experience in giving back to the public sector. Five decades ago, 13 local authorities came together to combine their buying demands and achieve efficiency, and that's when our organisation as it's known today began.

We supply products and services to a wide range of customers including schools, local authorities, charities, emergency services, the public sector, and other businesses such as nurseries and care homes.

We're 100% publicly owned by our 13 member authorities, which means the profits we make are returned to our public sector customers, delivering even better value for money.

Some additional benefits of working at YPO:

• Salary sacrifice car scheme (after initial training period)
• Employee Assistance Programme (EAP)
• Access to Occupational Health Service
• Paid membership of your professional body
• Free parking (subject to availability)
• Cycle2Work Scheme

How to Apply:

To apply, please send your CV and Supporting Statement to Bradley Naylor (Resourcing Partner) on Bradley.Naylor@northyorks.gov.uk.

It is important that your CV is up to date, including relevant works experience and qualifications, and that your supporting statement explains your motivation for applying for the role, and how you meet the role criteria in around 500 words.

To have a confidential and informal discussion about this role, or any additional support, please contact Bradley on 01609 534365.

Key Dates:

The deadline for applications is midnight on Sunday 30^th March 2025.

Interviews are planned to take place in-person (Wakefield) on week commencing 7^th April 2025.

We reserve the right to remove this vacancy before the proposed deadline in the event of a change of requirements, the positions being filled, or a large number of applications being received.

YPO is an equal opportunity employer and values diversity. We are committed to equality of opportunity for all staff. We welcome applications from individuals regardless of age, any disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion, or belief.

We will not accept applications from agencies and can only consider applications from individuals with right to work within the UK.