ASC Customer Services Operations Manager

This is a Gloucestershire County Council job.
 

• Job Title:                           ASC Customer Services Operations Manager
• Job Location:                     Shire Hall, Block 5, 4th Floor 
• Salary:                              £48,226 - £51,356 per annum 
• Hours per Week:                37.00 
• Contract Type:                   Permanent 
• Closing Date:                    18/01/2026 
• Job Requisition Number:    13201 
• This post is not open to job share

Are you ready for a new challenge and looking for the next step in your management career?

We have a Customer Service Team Operations Manager role available in our Customer Service Team in Adult Support Services, which offers an excellent opportunity to contribute to the development of the service and to bring your leadership and managerial expertise and skills to the next level!

This opportunity combines line management responsibility with the strategic planning and development of our service. The post is based at Shire Hall in Gloucester. We offer flexible working with a mix of office and home working.

About the role:

You will be responsible for the day-to-day operations of the customer service department and ensure that customer teams (including Contact Center, Shire Hall Reception areas, and Blue Badge) are providing excellent service. You will engage all key stakeholder to develop and implement policies and procedures. You will ensure that budgets and resources are managed effectively.

About you:

You will have experience in management and development of a range of services within a defined service area (preferably customer services), along with a desire to progress these skills further You will have provided extensive staff management and leadership expertise.

You will get knowledge and understanding of project management, information security, budget and risks management. Being innovative, progressive, and able to provide creative approach to problem-solving and juggling priorities will make a great candidate too.

Our values are at the heart of everything we do and how we treat each other. They provide essential guiding principles about the way that we work and set the tone for our culture, and identify what we, as an organisation, care about. Read more about our values on our website.

If you hold the same behaviours and approach, then we want to hear from you! In exchange, we will provide you with full training and support to help you succeed in your role.

About us:

Gloucestershire County Council Adult Social Care is on an exciting journey, working to the Three Conversation approach, a model that re-emphasises focus on people, their strengths and the networks and community around them.

• Regular formal and informal support
• Safe, supportive and positive working environment with regular, robust supervision
• Access to training and development and leadership conferences, enabling you to develop your skills
• Flexible working opportunities, including flexi-time and remote working (subject to the needs of the role - please discuss this at interview)

• 25.5 days annual leave rising to 30.5 days after 5 years’ service, plus bank holidays
• Membership of a Local Government Pension Scheme
• Clear career progression pathways, to support you in progressing professionally and personally
• Staff discount scheme that offers access to great savings including discounts with major supermarket chains and high street retailers
• Access to our Employee Assistance Programme (EAP) that provides free, confidential, counselling and advice for employees, available 24 hours a day, online and by telephone.
• Cycle to Work scheme
• Links to employee networks such as Prism (LGBT+) network and the Young Employees Network.
• Gloucestershire Salary Sacrifice Green Car Scheme (T&C's apply

We’re closer than you think:

We are an easy commute from many locations, view our commuting times map to see what we mean. However, we understand that commuting isn’t for everyone, so if you are in the process of relocating, why not email us to discuss opportunities further.

How to apply:

To start your journey with us, click ‘Apply’ today!

For an informal discussion, please contact ASCrecruitment@gloucestershire.gov.uk to arrange a convenient time for a call back.

Please write your application with consideration for the criteria in the Job Description. This should include examples of why you should be considered and the experience, skills and knowledge that you would bring to the post. You will find a link below to our Job Description.

Additional Information:

Interviews will be held on the week commencing January 26th.

To access the Job Profile for this role, please follow the link below:

Adult Social Care Customer Services Operations Manager Job Profile

The council is not currently able to offer sponsorship in this role. Candidates will need to have right to work that enables them to commit to at least 6 months employment. Right to work is not transferable from a sponsored role held with another employer.

If you are an Internal applicant and consider yourself to have a disability* as per the Equality Act (2010), please declare this in an email to recruitment@gloucestershire.gov.uk, as this is NOT currently covered in the application due to a technical error. 

By providing this information, you can choose to be considered for a guaranteed interview under our Disability Confident pledge if you meet all essential criteria. It also enables the recruiting manager to arrange any reasonable adjustments you may need during the process.

 *a disability is defined as: a physical or mental impairment, which has a substantial and long-term (more than 12 months) adverse effect on a person’s ability to carry out normal day-to-day activities.

We reserve the right to close this vacancy early due to the volume of applications received and / or due to the needs of the service. The advert will be open for a minimum of 7 calendar days. If you are interested in applying, we encourage you to submit your application as early as possible.

Gloucestershire County Council is committed to safeguarding and promoting the welfare of children and young people or vulnerable adults and expects all staff and volunteers to share this commitment.

We want to be an employer of choice, attracting and retaining excellent people to work for us, so that we can best serve all of Gloucestershire’s diverse communities.  Our promise to you is that we will provide an inclusive and supportive working environment that enables you to bring your whole self to work and realise your full potential.

It is a legal requirement, under the Immigration Act 2016, that anyone appointed to a ‘customer facing role’ must be able to demonstrate an ability to fulfil all spoken aspects of the role with confidence in fluent English.

Hybrid working arrangements are available for the majority of our roles, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice, with a mix of both remote and office working.