Job Description

The Service & Team:

This, new role, is a vital leadership role in our Customer and Business Operations service, responsible for ensuring high performance, customer satisfaction and operational effectiveness — while also contributing to wider transformation initiatives across the Council.

The Role

What you’ll be doing:

Leading the strategic and day-to-day management of our busy Contact Centre, taking around 500,000 calls a year
Championing a culture of continuous improvement, innovation and customer-first thinking.
Driving change across systems, processes and team capability to improve customer experience , drive efficiency and support Council-wide transformation goals.
Contributing to digital service design and promoting channel shift while ensuring support remains accessible to all.
Overseeing the coordination of the Council’s face-to-face customer support offer, working with partners and internal services to ensure consistency and alignment with our overall service model.

This is a customer-facing role, where the statutory English language requirement for public sector workers applies.

This position will be subject to a enhanced criminal record disclosure check.

Working Pattern

This is a full time role based at our Tolvaddon contact centre , we work in a hybrid way mixing days in the office with home working in line with business needs

What you’ll need to succeed: We are looking for someone who

Has a proven track record of leading successful contact centre operations and delivering strong performance through people.

Brings experience of leading service improvement and operational transformation in complex organisations.

Understands the evolving expectations of customers and how to deliver multi-channel, resident-focused services.

Can think strategically and act decisively, with the leadership skills to motivate, influence and inspire.

Has strong knowledge of customer service technologies and approaches to innovation, performance, and culture change.

Please read the role profile for the full details of this role attached below in this advert

What You’ll Get In Return

At Cornwall Council, we’re proud of our ambition to continuously improve how we serve our residents. This is your opportunity to lead one of the most visible frontline services and help shape the future of customer experience in Cornwall. You’ll join a passionate and supportive leadership team and have the chance to make a real difference.

Cornwall Council’s ambition is to be an employer of choice, a high performing Council and a learning organisation. We commit to providing a reward and benefits package to attract, motivate and reward our employees. We offer a range of flexible working options to our staff. This helps provide our employees with a greater work/life balance. Whilst still ensuring that service needs are met.

Our Core Employee Rewards And Benefits Include

a competitive salary.
a defined benefit pension scheme, based on your career average earnings. This includes the option for extra voluntary contributions
a generous annual leave entitlement with the potential to purchase additional leave.
A national award-winning employee health and wellbeing programme
Employee benefits scheme giving employees access to a wide range of discounts to local and national goods and services.

Additional Information

Please note, we are unable to offer sponsorship for this role

The full role profile is attached here .

We recommend saving a copy of this to refer to if you are invited to an interview.

For more information or an informal chat about the role please contact Jenny Payne on 01872 322222

Application Process

Please attach a supporting statement to your application, you can add your Education & Qualifications details manually using the application form timeline or you can upload your CV. Remember to demonstrate why you are suitable against each of the points marked as ‘Application’ on the Role Profile using examples from your experience or transferable skills. This might be through qualifications or descriptive examples from your work / personal experience, which clearly illustrates what you did and the effect it had. Guidance on how to complete your application can be found here – The application process .

Please note that applications cannot be edited after they have been submitted, please contact careers@cornwall.gov.uk if you have any queries or require assistance with your application.

Existing employees must apply using their Cornwall Council email address through the Opportunity Marketplace on Oracle.

About Us

Cornwall Council deliver services to more than half a million local people and over five million visitors a year. Working here - Cornwall Council

We are happy to talk about flexible working options such as part-time or compressed hours. More examples of our flexible working opportunities can be found here - flexible working options .

Fairness and inclusion are at the heart of our vision for Cornwall. In order to best serve our communities, we are striving to achieve a diverse workforce that is inclusive of all backgrounds, cultures and identities; e.g., race, disability, sex, gender, age, religion and sexual orientation. We are an equal opportunities and Disability Confident employer, and we will assess applicants on their merits.

Cornwall Council is committed to safeguarding and following safer recruitment principles to help make sure our staff and volunteers are suitable to work with children, young people and adults at risk. It’s a vital part of creating a safe and positive environment and making a commitment to keeping all service users safe from harm.

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