Head of Customer Serivce

2 weeks ago

West London, United Kingdom MMP Consultancy Full time

MMP Consultancy are looking to recruit a Head of Customer Service to work on an interim contract in London.

To lead on customer services for the councils housing service & develop joint working relationships between all teams delivering a customer service in Growth & Place.

Duties and Responsibilities:

- Develop a strong customer service and performance management culture to support the council's aspiration to be the best council.
- Undertake robust budget management and oversee ordering and invoice processing to achieve value for money in customer services.
- Lead the delivery of continuous improvement across the sheltered housing and occupancy service through service improvement planning to ensure higher customer satisfaction.
- Take a proactive approach in identifying poor performance and service weakness. Leading the systematic review of services and prioritising changes to drive up performance of sheltered housing and occupancy services through continuous improvement.
- Report as required on key performance indicators to a range of forums and meetings, including resident forums to ensure effective and timely decision making and demonstrate continuous improvement in service delivery.
- Identify skills gaps and establish appropriate training programmes that build officers IT skill base around performance management and monitoring systems across the sheltered housing and occupancy service.
- Lead on the council's approach to sheltered housing working across the borough to manage the sheltered housing team.
- Lead on the council's strategic approach to housing older persons both within sheltered housing and in the wider housing stock.
- Work with the council's Adult Social Care service and other partners to develop a joined up service for older people within the borough that crosses service boundaries and tenures.
- Take the strategic lead for housing service on developing a pathway through housing in the borough.
- Lead on supporting and developing the sheltered housing forum to ensure resident's voices are heard and used to shape service delivery.
- Directly manage 5 line reports with overall responsibility for 27 members of staff.
- Establish and maintain excellent relationships with partners, the public and the media and a high profile with key Government and other external agencies.
- Lead, develop and implement interface strategies with other associated contracts to ensure the highest quality service.

Person Specification:

- Demonstrate an understanding of and commitment to Council policies in relation to Equal Opportunity, Customer Care and service delivery, and the ability to implement these policies in the workplace
- Degree or appropriate professional qualification within the remit of neighbourhood services with evidence of continuous professional development (CPD).
- A good understanding and knowledge of housing and other relevant legislation and regulatory frameworks within housing.
- Experience of leading improvements within a sheltered housing or older persons' service.
- Understanding of providing services to older people, the current welfare system, and legal requirements
- Experience in strategic management and achieving sustainable improvements, sometimes in challenging circumstances, with the ability to translate strategic objectives into operational plans
- Able to provide strategic leadership and clear direction
- Able to attract, retain, motivate and coach team members.
- Able to analyse and interpret data to plan resources effectively.
- Able to use Microsoft office, Outlook, PowerPoint and Excel

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