About the role
This is a great opportunity to play your part in delivering ever greater customer and resident satisfaction across our services.
You'll oversee Revenue Collection, Benefits Payments, and Customer Services (both contact centre and front desk) – and secure, reliable service delivery is at the core of the role. But another significant responsibility will be to review and improve the Council's approach to customer services more widely, including development of a single CRM system, and increasing levels of channel shift, including self-service online.
We're looking for candidates who can design a gold-standard service from first principles, working with other Heads of Service to agree collective change where necessary. It’s a big job, and we’re looking for people with the confidence, skill and demonstrable insight to create a culture that leads to class-leading performance.
Your background need not be in local government or public service, but qualities such as corporate thinking, collaboration, strategic planning and an uncompromising will to deliver are non-negotiable. A management qualification is essential, and strong candidates will have successfully undertaken a similar project elsewhere.
It's important that you can make a rapid impact. While we appreciate that there's unlikely to be a quick fix, we also don't want it to be an open-ended project. A good grasp of key stakeholder relationships, ideally including effective working with other authorities, public agencies and elected members, would be a distinct advantage.