Head of Customer Service

3 weeks ago

London, United Kingdom Adecco Full time

We are currently recruiting for a Head of Customer Service on behalf of our public sector organisation based in East London.

The role manages all aspects of the Customer Service function in order to meet the organisation's strategic objectives but will additionally deputise for the Director of Customer Service.

**The successful applicant will have the below experience and knowledge**:

- Knowledge of modelling and delivery of customer service transformation
- Deep understanding of developing Customer Relationship Management strategy
- Knowledge of change processes involved in transformation and delivering digital customer services
- Using performance evaluation and customer service metrics
- The ability to analyse and interpret complex information and data and produce and present clear reports verbally and in writing
- CMICS (or MMICS minimum) or equivalent
- Previous experience working as a Head of Customer Service, with significant experience of strategic management and service development within a digital customer service function

**Key duties will include**:

- Responsible for the effective management of the Corporate Contact Centre
- Overall responsibility includes all channels of customer access; telephone, digital, face to face customer facing services in order that they run in an efficient and cost effective manner., whilst providing state of the art facilities that are easily accessibleto customer
- To be responsible for and manage the operational delivery of the Customer Service Target Operating model ensuring success through the delivery elements of the Customer Service Strategy and action plan
- Oversight and provision of customer relationship management (CRM) tools to ensure that digital services are continually developed and delivered to provide the highest level of customer service across an increasing range of technological platforms
- Oversight of a programme plan for the end-to-end review of customer transactions across directorates and an update of process design and delivery, ensuring that they provide the best value for money along with the latest service standards
- Support the Director by leading the Customer Service people teams and the delivery of the digitisation of Customer Service functions across Tiers 1 and 2, as well as the design, planning and implementation of digitisation for all Tier 3 services
- Ensure the provision of an accurate and developed reporting programme in order that the performance of the Customer Service function can be reviewed and reported on in line with agreed timescales
- Develop and champion partnerships to deliver joined up services for residents, public sector and community and voluntary sector
- Oversee the customer accessibility by ensuring that service design meets the Digital Inclusion Strategy principles coordinate the input into other strategic plans developed by the organisation
- Lead on the Communications Plan for the Customer Service Improvement and Digital Inclusion Plans. Ensure that this is embedded both within the council as well as with the local resident population
- Oversee the transformation of the website to enhance the experience for customers, ensuring it continues to reflect an end to end customer journey where appropriate
- Develop and oversee a delivery plan to implement the Target Operating Model - representing how the organisation will demonstrate its delivery of a more efficient and effective customer service platform for residents
- Provide high-level performance, budgetary and other management reports
- Develop and maintain a programme for the continual review of end-to-end process mapping in order to ensure services are maintained and improved in line with customer demand and technology
- Continue to lead on the change management programme that supports the new ways of working supported by increased digitalisation across the service. Put in place a framework that allows this process to be measured, reviewed and developed in line with thedevelopment of Customer Service as a whole

The role is paying £304.28 per day PAYE or £400 per day Umbrella

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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