Head of Customer Service

4 weeks ago

London, Greater London, United Kingdom Vox Network Consultants Full time

Head of Customer Services

West London

3 to 6 month ongoing contract

Mon to Fri 9am to 5pm

2/3 days a week in the office depending on service need, 4 days at the start, first 4 weeks

Responsibilities

  • Provide senior leadership to the Customer Services and Customer Insight teams and line manage the Customer Liaison and Customer Insight managers.
  • Regularly liaise with senior managers across the council to ensure the Customer Services and Customer Insight teams are delivering for its internal customers as well as external ones.
    • Lead on the development of a comprehensive customer insight framework using both existing data and new data sources to understand the needs and wants of LBHF customers.
  • Develop a comprehensive performance management framework for the customer service and insight teams.
  • Be the senior lead for all research projects commissioned by operational teams in the housing department to make sure there are clear outcomes for customers.
  • Own the department's customer insight communication plan to ensure customer insight is communicated regularly and effectively to the rest of the department.
  • Set targets and develop annual service plans for the customer services and customer insight teams to ensure corporate objectives are met. Work with the team managers to produce development plans for each service to ensure staff have the training and tools needed to deliver the service.

Requirements

  • Experience of setting stretching targets, developing service plans, and setting budgets
  • Experiernce working in a housing association or council
  • Experience working as a Head of Customer Services
  • Experience of developing strategies and embedding them in a service to ensure they are successfully delivered.
  • Experience of developing performance management frameworks, service improvement and training plans for a service to ensure it delivers against wider corporate objectives.
  • Experience of at least one of the functions provided by the councils housing services (Repairs, Housing Management, Housing Options, Leasehold Services, Rents, Estate Services)
    • Experience of managing service budgets to ensure services improve while cost envelops are maintained.

We are recruiting for this position until 21/02/25

PLEASE NOTE: All applications are monitored and shortlisted candidates will be contacted via phone call or email.

Please apply if you are currently working as a Head of Customer Services for a Council or Housing Association

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