Head of Chief Customer Office

2 weeks ago

London, United Kingdom Alexander Mann Solutions for Public Sector Resourcing Full time

**Head of Chief Customer Office (inside IR35)**

**Contract Term: 6 Months (Potential for extension)**

**Contracting Authority: Homes England**

**Location: London 1 day per week in the office (any National Office)**

Reporting direct to the Chief Cusatomer Officer, the role holder Will lead a small team to provide strategic leadership and support to the CIO and the senior leadership team in meeting the Customers business plan targets and wider Agency strategic objectives.

The role holder will be responsible for devising strategies to support the transitional change within the Agency and its business objectives, embedding new initiatives within Customers.

They will develop effective communication strategies in order to drive the Chief Customers Officer's priorities forward and to communicate them through the management chain effectively.

**As a Head of Chief Customer Office your main responsibilities would be**:

- Lead a small team to work with the Senior Leadership Team to ensure that all the work of the Chief Customer Office is directed towards the key priorities for Customers Directorate & Agency and resourcing is allocated accordingly. Leading the Team to deliver on its objectives, build its capability and develop a reputation for delivering an excellent service to internal and external stakeholders
- Owning the blueprint for the target operating model alongside the Chief Customer Officer and Senior Leadership Team and ensuring Customer Directorate's business operations are effectively resourced and managed in line with business priorities.
- Acting as a strategic business partner providing a two-way conduit between Customer Directorate, Chief of Staff’s Office, and Corporate Services central operational functions such as HR, Learning & Development and Communications which is business critical during periods of significant change.
- Sharing information to improve business planning for both the Agency and Customers and working in collaboration with other 'business management' functions in the other directorates.
- Contributing to the annual business planning activity, assisting Chief Customer Officer and Senior Leadership Team in providing the necessary input to People Priorities and planning.
- Responsible for the creation and delivery of the action plan under this part of the business plan.
- Work with the Senior Leadership Team to develop a skilled, inclusive, engaged workforce, to ensure staff engagement within the team and to ensure delivery of the relevant business plan activities.
- Working collaboratively with stakeholders both internal and external to the community to provide a pro-active service; one that is well planned and minimises the need for re-active activity.
- Managing and co-ordinating on-boarding, induction and learning and development activities.
- Leading and co-ordinating Chief Customers Officer's communications programme ensuring that strategic direction of the unit set by the Chief Customer Officer is effectively communicated and pursued in terms of policy and operational priorities.
- Devising an effective internal communication strategy to ensure the Customers business and wider Agency are kept informed of progress against our business priorities, initiatives and celebrate our successes.
- Create a strategic framework to maximise external communications alongside Customer Communications Business partner.
- Provide an oversight role to the Customers Team Executive Assistants/Team Co-Ordinators to provide a consistent level of support to the Senior Leadership Team and working practices within the Business Support & Delivery team's responsibilities.
- Sharing best practice and thought leadership to Corporate Services Leaders as part of continuous improvement initiatives.

**You’ll have relevant experience in**:

- Essential: Degree level qualification or equivalent, quantifiable experience.
- High level of emotional intelligence and effective leadership capabilities.
- Extensive experience of leading and creating strategies to deliver an effective 'Executive Office/Business Management' function within a multifunctional organisation
- Experience of managing teams through change and implementing business improvement plans and activities.
- Self motivated, strategic thinker capable of quickly interpreting information and presenting
- arguments in a clear and reasoned way.
- Direct experience of internal & external stakeholder engagement and management across wide organisations and at senior levels.
- A key influencer with strong verbal and written communication skills.
- Building close collaborative relationships with key stakeholders and influencers within the agency to help shape future operations.
- Ability to adapt to a changing environment.
- Experience of working with multi-disciplinary teams, stakeholders and professionals, establishing good management practices that drive team cohesion and unity of purpose.
- Proven experience in establishing a continual improvement

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