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Provide strategic and operational leadership for the council's "front door", a busy operational multi-channel multi-site service across phone, face to face, social media and any other channels required, and its continuous improvement and transformation towards a more preventative, holistic, right-first time service, through:
- forging strong collaborative relationships with heads of service across the council to design customer journeys and manage demand
- bringing new services into scope where it delivers efficiencies and improved outcomes
- inspiring and developing staff to excel
- influencing, design and leading change projects
- intelligent collection and use of data and analysis, KPIs and performance management
- making optimum use of digital tools and innovation
Main Responsibilities
- Lead the design and change management to a new operating model and brand for Customer Services
- Design and lead contact centre services that deliver a more preventative, holistic, right-first time service, which empowers residents and enables maximum customer independence and self-service.
- Ensure services are targeted towards residents that need support, and put in place the mechanisms and behaviours that redirect residents to digital and/or phone channels where appropriate
- Forge strong collaborative relationships with heads of service across the council so that customer demand for services and customer journeys are designed and managed in partnership with agreed SLAs that set out responsibilities on both sides
- Ensure the service has a robust and comprehensive data, quality and performance framework, including monitoring, staff training and continuous improvement informed by real time data and analytics.
- Advise and assure the Director, Corporate Director, CLT and members on all aspects of Customer Services strategy and operations.
- Champion the customer voice and the customer experience in the service and corporately, using both data and stories to effect change, with a focus on residents less able to access and navigate services.#
If you are interested in this role please send your updated CV in the first instance.
