Good Afternoon,
I am currently representing Haringey Council, who are offering an initial temporary contract for a period of 3-6 months with a view to be extended or offered a permanent position for the right candidate at a rate (per day) which is negotiable dependent upon experience
We are looking for a Customer Service Operations Lead this role will be: Wood Green Library, N22 6XD
The right candidate will:
This is a critical leadership and management role in Haringey's Customer Services operation. The role exists to enable customers (residents, businesses, visitors and the community) to get the right information and advice first time and find it easy to interact with the council. The initial focus will be providing hands-on management support for the Customer Centre based at Wood Green Library which sees 700 residents a week on a range of requests related to Benefits, Housing repairs and tenancy issues, Homelessness, Council Tax, and Parking Permits.
* To champion a new culture of Customer Service throughout Haringey.
* To lead, manage and continuously improve the quality, performance and efficiency of the Customer Services operations across multiple sites and hybrid working arrangements, informed by industry-leading best practice.
* Responsible for ensuring the health safety and welfare of staff and members of the public interacting with the service, and compliance with all applicable policies.
* To promote the digital skills of staff and residents whilst also ensuring those customers that need more personalised assistance receive it, with inclusion and equality of access as guiding principles.
* To achieve ambitious savings and stretching performance improvement targets, through evidence-based planning and management.
* To report on and explain performance on a weekly, monthly and quarterly basis, and conduct benchmarking to inform target setting.
* To lead and support the service through clear direction, quality management, workforce performance management, and workforce learning & development.
* To create and maintain an open, inclusive and performance driven culture where staff feel inspired, empowered and play a role in continuous service development and improvement.
We require the following:
* Experience of managing a large and complex multi-channel customer services operation in the public sector
* Experience of delivering significant operational improvements, process efficiencies and modernisation, achieving improvements across quality, performance and cost
* Expertise in contact centre resource planning and management
To discuss this opportunity further please send over an up-to-date CV and give me a call on (phone number removed)
If you know someone who would be a good fit for the role, please send over their contact details and get in touch, as we do offer a generous referral fee.
IF THIS ROLE IS NOT APPLICABLE TO YOU, BUT YOU ARE LOOKING FOR ROLE, PLEASE SEND OVER YOUR CV AND I WILL CHECK WHAT ROLES I HAVE AVAILABLE.
Look forward to speaking with you soon