Head of Customer Experience Operations

4 weeks ago

London, United Kingdom Eden Brown Synergy Full time

Eden Brown Synergy is currently working in partnership with a Public Sector Organisation in London which is looking to recruit a Head of Customer Experience Operations on an interim basis for 3 months initially.

**Main Responsibilities**:
1. To ensure the efficient operation and control of the Customer Services operation, including the face to face service within libraries.
2. To lead and support the service by means of clear direction, quality management and the enablement of technical advancement.
3. To work with the FOBO Transformation Programme, and other programmes, to ensure the customer offer delivers business case objectives.
4. To lead the development of our customer services strategy, including our digital offering and the implementation of our channel shift strategy and plans, ensuring those customers that need a more personalised service, or assistance, receive it.
5. Business owner of resident and business facing Council website and Web based Information, Advice and Guidance tools, portals and digital platform working on its strategy development and continual improvement.
6. To champion change in the customer services environment to deliver more online services and work with internal IT and external partners to continuously maximise the Council's Digital strategy.
7. To contribute to Technical User Groups to ensure Services have a valuable input to the future technologies, solutions, designs and upgrades.
8. To support and deputise for the Assistant Director including representing the authority at internal and external meetings
9. To create and maintain an open, inclusive and performance driven culture where staff feel inspired, empowered and have the freedom to succeed and develop.
10. To own specific change initiates aimed at improving quality, efficiency or value across the service.
11. To work with partners and external experts in continuously exploring opportunities for service improvement.
12. To develop, own and implement fit for purpose workforce development plans in order to increase resilience and sustainability whilst creating the conditions for talent to emerge and be leveraged.
13. To lead and champion the channel shift journey of the Organisation by capturing, analysing and implementing specific enabling initiatives.
14. To achieve ambitious efficiency and performance improvement targets.
15. Overall responsibility for the service in terms of training, performance management, quality and cross-cutting elements (such as Health & Safety and Business Continuity).
16. Overall responsibility for the service in terms of quality monitoring and continuous improvement though real time analytics, cross channel insight and analytics.
17. Overall responsibility to use insight to identify opportunities for improvement.
18. Overall responsibility for effective change management and delivery.
19. To perform a leadership role helping to define the service strategy and overall delivery model.
20. To lead the culture change programme across all aspects of Customer Services to deliver service transformation.

**Knowledge, Qualifications, Skills and Experience**:

- Experience of delivering high visibility leadership and culture change, for large teams of staff in a busy environment.
- Experience of having worked in a political environment advising Elected Members
- Knowledge of benchmarking service provision for improvement purposes.
- Experience of delivering and implementing continuous improvement initiatives with customer satisfaction as the key driver.
- Digitally savvy and comfortable with exploring new ways of working through greater use of technology.
- Good knowledge of customer satisfaction and performance monitoring tools and techniques.
- Ability to set, use and share performance data to drive improvement at a service wide level.
- Passionate about Customer Experience.
- Coaching and mentoring skills.
- Effective financial planning and budget management skills.

Eden Brown Synergy is an equal opportunities employer.

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