Customer Contact Manager

As the Customer Contact Manager you will responsible for the leadership and management of the Customer Service team based in the Southampton Office.

This role is key in the design, creation and delivery of a world-class Customer Service strategy. Through the measurement and monitoring of the day-to-day operation and performance of the teams. This role will be measured on the team achieving the set Customer Service standards and KPIs.

If this sounds like something you'd be interested in, we’d love to hear from you!

You will work within the UK Ship Register (UKSR) which is part of the Maritime and Coastguard Agency (MCA) and works to promote the UK flag worldwide to Quality Owners with Quality Ships. Our Customer Operations Team is made of The Registry of Shipping and Seaman based in Cardiff and the Seafarer Operations team based in Southampton.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays and a privilege day for the King’s birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at: Maritime and Coastguard Agency - Department for Transport Careers

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

Your responsibilities will include, but aren’t limited to:

Direct line management of 5 Customer Managers (EO) and overall management of 25 staff ensuring that staff performance and productivity achieves the agreed service standards and KPIs Act as main liaison point in Seafarer Operations and build effective working relationships with the wider MCA and REG through networking and communication Oversee the planning and prioritisation of workflow allocation to your indirect reportsDeliver an outstanding operational and quality service to all customersManage the deployment of key business improvements through digital UKSR platform and other systems identifying opportunities to improve ways of working to ensure that KPIs and related targets are met Manage recruitment and resourcing for Seafarer Operations to ensure resource is at the optimum level in line with achieving operational KPIs and SLAs Measure success through sharing of information and best practise captured in action plans and customer feedback

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public. 

For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Proud member of the Disability Confident employer scheme

Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .