Assistant Director of Customer Services

Job title - Assistant Director of Customer Services
Location - Haringey, N22
Contract - Temporary ongoing
Hours - Full Time 36
Start Date: ASAP

Our Client are looking for temporary Assistant Director of Customer Services to lead in the development, coordination, implementation and delivery of the Council's strategy for services toresidents.

The successful candidate will ensure services provided are delivered on an integrated basis and partnering arrangements with external providers improve the quality of services and provide value for money.

They will be accountable for the development and application of a unified customer services strategy.

Duties would include:

• Establish, lead, develop and co-ordinate the implementation of an integrated strategy for customer services


• Ensure that customer service strategy and service delivery is continually verified against customer feedback on service provision, requirements and gaps


• Set the customer services standard for the Council, its partners and its contractors


• Manage and develop the channels made available to residents for easy access to all Council services


• Translate strategic customer service commitments into an operational plan for each service area to execute


• Lead on the Customer Service Improvement Programme through reviews of complaints, complements and feedback from residents


• Lead the Council's development and implementation of electronic channels of service access including working with other senior managers to steer customers to the most efficient channel


• Produce an area specific service plan that will underpin, and that is in support of, the achievement of the corporate plan

Essential criteria and experience:

• Deep knowledge of concepts, principles and practices gained through extensive experience and development in a specific field


• Degree level or equivalent qualification plus substantial post qualifying in specialised field


• Membership of appropriate professional body by examination e.g.
  
  CIPFA, RICS or evidence of continuing professional development (CPD)


• Excellent communication skills


• Ability to work with high level internal and external stakeholders


• Project Management Qualification


• Understand how to put together a comprehensive service strategy


• Experience driving through programmes of cultural change


• Managing large teams of people (cascading responsibilities)


• Managing large and/or multiple budgets


• Successful process re-design to improve customer experience


• A flexible approach, willing to work across functional and organisational boundaries in the best interests of the Organisation .


• Self-confidence and personal credibility to build and maintain positive working relationships with client departments.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk