Overview

Haringey Council is offering an initial temporary contract for 3-6 months with a view to extension or permanent position for the right candidate. The rate is negotiable dependent upon experience. Location: N22 7TY; on-site three days a week at Wood Green Library and Marcus Garvey Library, Haringey.

Responsibilities

• Provide strategic and operational leadership for the council's front door, a busy multi-channel multi-site service across phone, face to face, social media and other channels, and drive continuous improvement and transformation toward a preventative, holistic, right-first time service.
• Lead the design and change management of a new operating model and brand for Customer Services.
• Design and lead contact centre services that empower residents and maximize self-service, ensuring a more preventative, holistic, right-first time service.
• Ensure services are targeted toward residents who need support, with mechanisms to 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 and journeys are designed and managed in partnership with agreed SLAs.
• Ensure the service has a robust data, quality and performance framework, including monitoring, staff training and continuous improvement informed by real-time data and analytics.

Requirements / Qualifications

• Experience of running a large, busy and demanding operational customer-facing service, while maintaining strategic improvement.
• Experience of designing and leading complex organizational change using project management basics.

How to apply

Please send an up-to-date CV and call on the number provided. If you know someone who would be a good fit, please share their contact details; a generous referral fee is offered.

Note

IF THIS ROLE IS NOT APPLICABLE TO YOU, PLEASE SEND YOUR CV AND I WILL CHECK WHAT ROLES I HAVE AVAILABLE.