Skip to main content

This job has expired

Customer Manager - Flexible Working Available

Employer
Maritime and Coastguard Agency
Location
Cardiff, Cardiff (Caerdydd)
Salary
£26,126
Closing date
7 Feb 2021

Job Details

Location

Cardiff

About the job

We welcome applications from all communities and we don’t discriminate against any identity. We’re interested to hear from you, regardless of your background.

Do you have experience working in a fast paced, serviced-led, customer-facing environment and providing high quality customer service?

We are recruiting a Customer Manager to engage with and develop staff to ensure a focused and high-quality customer centric workforce here at the Maritime and Coastguard Agency (MCA). Job description

The UK Ship Register (UKSR) is part of the Maritime and Coastguard Agency (MCA) and works to promote the UK flag worldwide to Quality Owners with Quality Ships. Within the UKSR the Registry of Shipping & Seaman (RSS) in Cardiff is responsible for providing front-line Customer Service and the issuing of Ships Registration and Seafarers Documentation.

Reporting to the Customer Contact Manager, the Customer Manager is responsible for the management of front-line, multiskilled customer service teams. We will look to you to pro-actively manage performance to ensure customer needs and MCA Service standards are met, managing a flexible deployment of staff to cover customer demand and implementing initiatives to support MCA corporate objectives and staff development.
 

Responsibilities

Your duties will include:
• direct line management of a multi skilled team of Customer Service Agents with indirect responsibility for Customer Service Agents outside the team during rotated shifts (including early morning, evening and weekends)
• responsible for ensuring that MCA Service Standards are met through daily performance monitoring and analysis, coaching and development of teams.
• monitor the team telephone calls and pro-actively manage resource to achieve the maximum level of customer service by aiming for a departmental Abandoned Rate of 3% and Service level above 95%, and ensure that transactions are completed within relevant time frames (e.g. Section Notices, Customer Refunds)
• monitor the team workload pro-actively managing resource to achieve turnaround for customer requests within 5 working days for standard applications and 2 working days for urgent/premium applications ensuring GDPR compliance at all times
• manage Customer Service Survey returns and respond to action plans to achieve a 90% quarterly result and manage Quality Audits to support the overall quality of our customer service and identify individual development requirements
• manage escalated complaints or staff referrals for complex applications
• liaise with the Customer Contact Manager around performance, risks, staff concerns and customer feedback, acting on any issues quickly with the support of, and as directed by the Customer Contact Manager and HR
• put in place action plans as required for team members who are not meeting productivity targets, providing support and coaching as required and assist in recruitment campaigns when required
• work as part of a management team to prioritise workloads, manage team cover and resource, create and implement rotas for early morning, evening and weekend cover ensuring flexibility to deploy staff to cover as required
• work as part of a management team as directed to co-ordinate corporate projects, share best practice, provide support and ensure consistency across the department
• take an active part in Management Meetings and liaise with other departments within the Maritime and Coastguard Agency to maintain clear lines of communication to support the work of your section
• provide policy and procedural advice to internal and external representatives as written in the Merchant Shipping Act 1995
• prepare reports and basic analysis for internal/external stakeholders ensuring deadlines are met as required. (e.g. Monthly, Weekly and daily reporting, Freedom of Information requests, GDPR etc)
• support full digitalisation and identify opportunities to improve how the department delivers its service through streamlined process focusing on the customer journey. Support the implementation of change where necessary
• create a motivated working environment by owning and working on actions from the Staff Survey results, encouraging staff development by delegating work and implementing training initiatives, supporting staff well-being and inclusion by promoting and encouraging staff networks and forums
• understand the wider objectives of the directorate, liaise with other departments and engage your teams in corporate and departmental communications and initiatives
• manage staff attendance and performance in line with DfT policy and guidance and quarterly Performance Management Review (PMR) process ensuring the PMR's are completed on time and review dates are met in accordance to the MCA guidance
• deputise for the Customer Contact Manager for specific tasks as required in their absence

There will be a requirement to travel to other locations to undertake any relevant training or attend specific meeting, overnights stays may be required.

Participate in a rota that covers between the hours of 7.30am - 18.00pm and 1 in 5 weekend cover.

Essential minimum criteria

• Experience of working in a fast paced, serviced-led, customer-facing environment
• Experience of delivering to set KPIs and objectives
• Excellent and proven track record in providing high quality customer service
• Demonstrable experience of competently managing a team and providing leadership and direction
• Excellent ICT skills, experienced in the use of Microsoft office packages and various supporting databases
• Effective written and spoken communication at all levels

Behaviours

We'll assess you against these behaviours during the selection process:

  • Leadership
  • Managing a Quality Service
  • Working Together
  • Delivering at Pace
  • Developing Self and Others
  • Making Effective Decisions
  • Communicating and Influencing

Benefits

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.

Find out what it's like to work at the Maritime and Coastguard Agency

Things you need to know 

Successful candidates must pass a disclosure and barring security check.

People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours and Experience.

We are closely monitoring the situation regarding the coronavirus, and will be following central Government advice as it is issued. There is therefore a risk that recruitment to this post may be subject to change at short notice. In addition, where appropriate, you may be invited to attend a video interview.

Please continue to follow the application process as normal and ensure that you check your emails regularly as all updates from us will be sent to you this way.

You will be asked to submit an online CV and Statement of Suitability as part of your application. Further details around what this will entail are listed on the application form.

When considering how your experience relates to the role, please tailor your CV and Statement of Suitability to demonstrate:
• experience working in a fast paced, serviced-led, customer-facing environment
• experience delivering to set KPIs and objectives
• track record in providing high quality customer service
• experience of managing a team and providing leadership and direction
• excellent ICT skills and experienced in the use of Microsoft office packages and various supporting databases
• effective written and spoken communication at all levels

The sift is due to take place on or around 9th February 2021.

Interview/assessment will be held w/c 22nd February 2021.

This interview could be conducted via a video interview, details of which will be provided to you should you be selected for interview.

We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.

The selection process will be designed specifically for the role. As a result, your assessment will include a series of work based assessments, including a written exercise and a role play.

You’re encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within.

Please see attached candidate notes for further information about our recruitment process.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section

Further Information

To learn more about applying for a role within the Department for Transport, visit the Application Process page of our Careers website.

Before submitting your application, we encourage you to visit our Things You Need to Know page for further information about applying for a role within the Department for Transport and the Civil Service.

Throughout this job advert there are links to the DfT Careers website, which provides you further information to support your application. Should you be unable to access the information on our website, please email [email protected] for assistance.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UKs
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with (or eligible for) status under the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants Job contact : Name :   Darius Tadjrishi Email :   [email protected]   Recruitment team : Email :   [email protected] Further information

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email: [email protected] If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Click here (https://civilservicecommission.independent.gov.uk/) to visit Civil Service Commission

Company

The Maritime and Coastguard Agency (MCA) is an executive agency of the United Kingdom working to prevent the loss of lives at sea and is responsible for implementing British and international maritime law and safety policy. It is also responsible for land based search and rescue helicopter operations from 2015.

Its responsibilities include coordinating search and rescue (SAR) on the coastline and at sea through His Majesty's Coastguard (HMCG), ensuring that ships meet international and UK safety standards, monitoring and preventing coastal water pollution and testing and issuing Merchant Navy Certificates of Competency (licences) for ships' officers and crew to STCW requirements The organisation is led by Virginia McVea, its Chief Executive, who took up post in February 2023.The MCA are chiefly responsible for the syllabus and national training standards issued by the Merchant Navy Training Board (based at the UK Chamber of Shipping).

View our Top Employer profile

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert