Head of Customer Service Delivery

Redbridge London Borough Council; London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A local government authority in London seeks a Customer Service Lead to oversee engagement channels, analyze customer feedback, and drive service redesign initiatives. The successful candidate will have a strong background in customer service principles and experience in developing communication strategies. This role is critical in shaping the future of customer interactions with the Council, with a closing date for applications on 15th September.

Qualifications

• Proven track record in customer service delivery.
• Experience with digital transformation initiatives.
• Extensive experience in managing customer feedback.

Responsibilities

• Oversee customer service and engagement channels.
• Analyze metrics to enhance service design.
• Collaborate with stakeholders to implement new initiatives.

Skills

Understanding of customer service principles

Excellent communication skills

Experience in service redesign

Ability to analyze customer service metrics

Engagement strategies development

Job description

Our borough is beginning a huge transformation. With ambitious regeneration plans, a need for new infrastructure, and plenty of investment on the way, things are changing. And we are transforming our organisation to be better equipped to have the greatest impact for our community. We need leaders to take us on the journey.

Redbridge Council is committed to being resident-led and delivering a first-class customer experience - however our customers choose to engage with us. In this role you will have the opportunity to act as a corporate lead on all customer service and engagement channels.

You’ll have oversight of our website and social media interaction with customers, ensuring current, relevant and well targeted content at all times. Easily accessible and relevant information will enable customers to manage their own interactions with the Council, supporting greater efficiency and a better customer experience. An emphasis on upstream prevention work will align to our wider corporate intent: to reduce demand pressures. Greater use of digital technology and enabling channel shift will be a key focus and you will work closely with our Head of Digital Transformation and Head of Modernisation to map out and implement new initiatives.

You’ll also have an important role to play in gathering and analysing customer services metrics and feedback to inform and enhance future service design. Drawing on this rich data, you will work alongside directorates to shape ongoing service redesign and improvements, responding quickly to changes (or predicted changes) in customer need, so that we can adopt preventative approaches that achieve better outcomes for customers.

We’re looking for someone with an excellent understanding of customer service principles and a track record of putting these into practice to create more agile and creative delivery models. You’ll be experienced in the development and delivery of communication and engagement strategies in a customer-facing environment and making full use of new and emerging technologies to support a more streamlined customer experience.

You should have extensive experience of channel shift, customer service information management, service redesign and meeting resident/customer need across a range of service areas. Finally, excellent communication and engagement skills will be vital to ensure that you engage effectively with a diverse range of internal and external stakeholders.

You can contact Steve Guest or Amy Billington at Solace in Business on 020 7976 311 for a confidential discussion.

Closing date: 15^th September

To apply please click theApply Nowlink below.