31949 - Deputy Director of Contact Centre Services

Environment Agency; Sheffield; On-site; GBP 70,000 - 90,000; Full time

Job summary

A government agency in the United Kingdom is seeking a dynamic Deputy Director to lead their Contact Centre services. The ideal candidate will have strong leadership qualities, experience in change management, and the ability to manage a budget of approximately £8 million. Responsibilities include enhancing service delivery and managing a diverse team of around 200 staff members. Strong interpersonal skills and a passion for developing others are essential for this role.

Qualifications

• Experience in leading a high performing functional team.
• Strong experience of setting direction and managing change.
• Understanding of crisis management and large-scale incident management.

Responsibilities

• Lead and manage the Contact Centre services, ensuring high-standard customer interactions.
• Develop and deliver initiatives for change to enhance efficiency.
• Plan and control resources to meet objectives.

Skills

Leadership and management

Change management

Crisis management

Communication skills

Collaboration

Organizational skills

Job description

Overview

If you’re part of the Environment Agency (EA), you’re part of the solution. Working with us means protecting and improving the environment for generations to come. Such a broad scope of work calls for diverse, multi-skilled teams and exceptional leadership.

We’re looking for a Deputy Director to confidently lead our award winning Contact Centre services, this role sits within our Corporate and National Services Directorate.

You will be customer focussed, with a continuous improvement mindset, with strong values who is entrusted to deliver the direct provision of resilient 24x7 Critical Business activities.

You will be key in connecting corporate service performance, ensuring delivery and outcomes meet or exceed expectations and align with the business\' strategic vision and objectives. You will have a strong people-oriented mindset that is quality-focused and results-driven with the ability to make decisions to set a high benchmark in customer service.

You will be responsible for managing a budget of circa. £8m while managing the reputation of the Environment Agency and Defra. You will build strong relationships and collaborate across a number of teams to embrace using technology and digital services to transform service design and delivery. You will be required to influence senior internal and external partners and have sound political acumen.

A large part of the role will involve ensuring service design embraces the use of technology/digital, maximising efficiency whilst delivering quality services. You will be adaptable and provide resilience and flexibility of resource to respond to unexpected events, including unplanned business critical work.

Responding to incidents is central to what we do. You will be required to have an incident role and make yourself available to respond to incidents or provide business continuity during an incident. Full training will be available.

The team

This is an exciting opportunity, we are looking for a dynamic and transformational leader to lead the future of our Contact Centre Services, managing public reputation as the first point of contact for hundreds of thousands of customers every year.

You will report to the Director of Corporate and National Services and lead a diverse talented workforce of around 200 across two sites, strong management and inclusive leadership skills are must-haves.

Experience/skills required

• Experience in leading a high performing, high impact, functional team, with breadth and depth of people, budget, leadership and management.
• Strong experience of setting direction, developing and embedding a culture of effective change management, to support the changing needs of customers.
• Develop and deliver a plan of initiatives for change to deliver efficient systems and support, ensuring value for money against EA operational and business requirements
• Plan, monitor, control and realign resources to maximise their efficient and effective use and ensure objectives are completed to required standards.
• A strong understanding of effective crisis management and the willingness to learn how to manage national or large-scale incidents and emergencies.
• You’ll have excellent communications skills and be a great collaborator/facilitator. You must be passionate about developing others, be innovative in your thinking and possess strong organisational skills.
• Desirable experience would include using technology and digital services to transform service design and delivery