Head of Customer Service

1 week ago


Tower Hamlets, United Kingdom Social Work Partners Full time

Social Work Partners were established to make a positive difference across the Social Care and Work recruitment market, guided by our principals - Care, Communication and Community. Our team have been specially chosen due to their experience and will workwith you to support and develop your career. We understand how busy you are, so we have made sure that all of processes are smooth, and automated to make your registration with us as quick as possible.

We are currently working with a fantastic authority that is looking for an Interim Head of Customer Service

This role manages all aspects of the Customer Service function in order to meet the council’s strategic objectives, but will additionally deputise for the Director of Customer Service.

Responsible for the effective management of the Corporate Contact Centre (CCC) and the Residents’ Hubs across the borough.

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 customers.

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 across the council, public sector, and community and voluntary sector

Working with Social Work Partners ensures you have access to multiple benefits:
Your own experienced Consultant to support with all areas of your journey with us, from CV reviewing through to interview tips and onboarding in your new role

Access to the widest variety of social work jobs be it agency, permanent and consultative projects, a number of these exclusively to Social Work Partners

Reliable weekly payroll

Support with exclusive CPD, and training opportunities to further your development

Yearly events for our community

Dedicated teams to support with timesheets, and compliance

Substantive referral fees paid*

*as per our terms and conditions



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