Head of Customer Experience

2 months ago

London, United Kingdom Akton Recruitment Full time

**Head of Customer Experience**
**Haringey**
**£53.46/hr**
**Start date: ASAP**
**Hybrid - 2 days in office**

**Role Purpose, Context and Scope**:

- Accountable for leading and managing specific Council services at a tactical delivery level, providing professional expertise, leading on a complex programme or the commissioning of services for the Council.
- Horizon scanning 1-3 years; emerging practices and seek out the latest thinking and innovation within their service.
- Work with Councillors to implement the strategic aims and objectives of the Service.
- Provide strong leadership management and guidance regarding the allocation of resources, risk management, change management and behaviours within a specific service area.
- To role model the values and behaviours of the organisation so your teams can see and hear, and learn from you.
- Manage and develop the workforce with their service area.

**Indicative Accountabilities**:

- To have robust, affordable operation plans in place to deliver the Corporate Plan on time and to budget.
- Create and build effective relationships internally and externally with key stakeholders and instil in direct reports the imperative for accountability, responsibility and collaboration with others, for example: Councillors, other Boroughs, the communities we serve and partners.
- Work collaboratively across all service areas with other senior managers (including those from partner organisations and agencies) in order to deliver services, generate efficiencies and create synergies wherever possible.
- Lead, manage and develop staff so that they are capable of and motivated to achieve the corporate and service aims and objectives.
- Drive significant cultural change through the corporate infrastructure in order to drive service excellence.
- Be accountable for associated budget and have affordable plans in place to deliver the Medium Term Financial Plan.
- The service area you manage is compliant and performance management is monitored, and remedial action is taken promptly and at pace.

**Knowledge, Qualifications, Skills and Experience (in addition to those on generic profile)**:

- 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.

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