Feb
22
Assistant Director of Customer Services
February 22, 2024 | Comments Off on Assistant Director of Customer Services
Assistant Director Of Customer Services
Monday-Friday
36hours per week
0900-1700
£476.80per day
Accountability's:
- Lead and work collaboratively across programmes and services areas to ensure effective risk management and organisational resilience, including developing effective procedures to implement policy and strategy.
- Provide assurance that the services are compliant and performance monitoring is part of the corporate rhythm, and exceptions have robust action plans.
- Be accountable for associated budget and have affordable plans in place to deliver the Medium Term Financial Plan
- Drive significant cultural change through the corporate infrastructure.
- Effectively lead and manage staff (set, monitor and evaluate objectives on a annual basis)
Main Responsibilities:
- To establish, lead, develop and co-ordinate the implementation of an integrated strategy for customer services.
- Ensure that customer service strategy and service delivery is continually verified against customer feedback on service provision, requirements and gaps.
- To translate strategic customer service commitments into an operational plan for each service area to execute. 6. To lead on the Customer Service Improvement Programme through reviews of complaints, complements and feedback from residents.
- To produce an area specific service plan that will underpin, and that is in support of, the achievement of the corporate plan.
Qualifications & Skills:
- University degree and/or equivalent working experience.
- Project Management Qualification.
- Understand how to put together a comprehensive service strategy.
- Experience driving through programmes of cultural change.
- Managing large teams of people (cascading responsibilities).
- Managing large and/or multiple budgets.
- Successful process re-design to improve customer experience.