We are seeking a dynamic and experienced Assistant Director of Customer Services to join our leadership team at Perceval House. This pivotal role is essential to the success and continued growth of the London Borough of Ealing’s commitment to delivering outstanding public services.
As Assistant Director, you will lead a diverse and dedicated team, driving customer-focused initiatives and ensuring the highest standards of service delivery across our borough.
You will play a key role in shaping strategies that enhance customer experience, streamline service operations, and foster strong community engagement.
Key Responsibilities
* Provide visionary and operational leadership for all customer services within the borough, ensuring services are accessible, efficient, and responsive to residents’ needs.
* Develop and implement customer service strategies aligned with the Council’s objectives and priorities, promoting innovation and continuous improvement.
* Manage and motivate a multidisciplinary team, fostering a culture of excellence, accountability, and collaboration.
* Oversee the delivery of high-quality, inclusive, and equitable services across all customer touchpoints, including digital and face-to-face engagement.
* Collaborate with internal departments, external partners, and stakeholders to enhance service integration and community satisfaction.
* Monitor performance metrics, analyse customer feedback, and lead initiatives to improve service delivery and customer experience.
* Ensure compliance with relevant legislation, policies, and best practices governing public sector customer services.
* Manage budgets effectively, ensuring value for money and efficient allocation of resources.
* Represent the Council at relevant meetings, forums, and public events, acting as an ambassador for our commitment to excellent customer service.
Person Specification & Qualifications
* Proven senior leadership experience within customer services, preferably in the public sector or a related field.
* Strong understanding of local government operations, public service delivery, and community engagement.
* Excellent strategic planning, organisational, and project management skills.
* Demonstrable ability to lead and inspire teams to achieve ambitious goals and deliver exceptional customer experiences.
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