Head Of Customer Experience

Belmont Recruitment; Wood Green; Hybrid; GBP 125,000 - 150,000; Part time

Job summary

A local government council in Wood Green is seeking a leader to provide strategic and operational leadership for a multi-channel customer service. The role requires experience in managing large, operational customer-facing services and driving organizational change. This position offers an initial temporary contract with the potential for extension or a permanent role.

Qualifications

• Proven experience running a large operational customer-facing service.
• Experience in managing organizational change and strategic improvement.

Responsibilities

• Provide strategic leadership for a multi-channel service.
• Lead design and change management for new operating model.
• Create contact centre services to maximize self-service.

Skills

Operational management

Change management

Customer service leadership

Job description

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.