Business Support Team Manager

Title: Business Support & Customer Service, Team Manager

Location: North Somerset

Division: Business Support

Reports to: Operations Manager

Are you ready to drive digital transformation and innovation within a dynamic organisation focused on delivering exceptional public services?

Do you have a passion for helping clients harness the power of technology to solve complex challenges and improve experiences?

Do you want to have the opportunity to make a difference and feel part of a team? If so, we would love to hear from you!

ABOUT US

Agilisys is at the forefront of digital transformation and innovation in the public services sector. With over two decades of experience, we have established ourselves as a trusted partner for governments, local authorities, and organisations nationwide. Our mission is to empower our clients to deliver exceptional public services by harnessing the full potential of technology and data.

OUR VALUES

Partnership: we become one team and family with organisations, helping them to navigate change and stay agile.

Integrity: our people really care, going beyond the brief to make change happen for organisations and citizens.

Innovation: we bring together the right technologies and services to design solutions that work.

Passion: we are passionate about - and dedicated to - public services and improving people’s lives.

THE ROLE

Key responsibilities

Business Support is a vital role within Agilisys. This role will provide comprehensive Business Support and Customer Service functions to North Somerset Council delivering front-line services to both internal and external customers. 

Specific duties

You will need to be comfortable doing the following:

• Provide leadership, development, and coaching to a team of business support/customer service advisors 
• Monitor and enhance individual and team performance through effective management reporting 

• Ensure adherence to client service level agreements and expectations 

• Define and monitor KPIs/targets for customer service advisors, providing regular feedback 

• Resolve performance issues and drive improvement initiatives 

• Conduct regular 'one to ones' to enhance service levels and job satisfaction 

• Collaborate closely with the Operations Manager to optimise operational procedures 

• Participate in recruitment and selection of advisors 

• Manage staffing schedules effectively to meet operational targets 

Opportunity

This role is an excellent platform for experienced professionals to take their career to the next level.

As the Business Support & Customer Service Team Manager, you will lead and develop a team of advisors to ensure exceptional client service and operational efficiency. Reporting to the Operations Manager, you will play a key role in maintaining strong rapport with North Somerset Council, adhering to service level agreements, and driving continuous improvements within the team.  

ABOUT YOU

The ideal candidate will have a track-record in delivering results while embracing change and uncertainty. Excellent stakeholder management experience is essential to being successful in this role.

The Ideal Candidate

• Experience and confidence in client interaction 
• Ability to deliver successful solutions
• Strong leadership & people development skills 
• Excellent influencing skills with the ability to drive improvements 
• Strong spoken and interpersonal skills 
• Experience in report development and presentation 
• Clear evidence of previous leadership skills  

Additional Information 

This position demands exceptional communication skills and the ability to collaborate effectively across all levels of the organisation. You will be crucial in elevating customer satisfaction and operational efficiency through strategic leadership and proactive management. 

WHAT WE CAN OFFER YOU:

This role will offer exposure to the right mix of challenges, within a culture that promotes continuous learning and development.

Benefits include:

• Enhanced Pension Scheme
• Health Insurance
• Life Assurance
• Access to exclusive discounts and offers through the company’s “Perks at Work” scheme
• 25 days annual leave (with the option to buy more)

PROCESS

Simply submit your CV.

By submitting your CV, you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role. This means that we may use your personal data to contact you to discuss your CV or arrange an interview or transfer your CV to the hiring manager(s) of the role you have applied for. You can ask us at any time to remove your CV from our database by emailing [email protected] – but please note that this means we will no longer consider you for the role you have applied for.

We have a rigorous recruitment process, which we use for all our roles to ensure we attract the very best talent.

Individuals seeking employment at Agilisys must note that we see diversity as something that creates a better workplace and delivers better outcomes. As such, we are keen to maximise the diversity of our workforce and actively encourage applications from all. We encourage diversity through perspective, background, identity, and thought whilst also fostering an environment where everyone can express themselves regardless of your race, religion, sex, gender, colour, national origin, disability, or any other applicable legally protected characteristic. We are committed to continuing to nurture an inclusive environment and building a diverse workforce.