Customer Service Director

4 weeks ago

Exeter, Devon, United Kingdom Exeter City Council Full time
Job Title: Customer Service Head

Job Summary:

We are seeking an exceptional Customer Service Head to join our team at Exeter City Council. As a key member of our Operational Management Board, you will play a vital role in delivering our corporate ambitions and priorities by providing strategic and operational support to our Customers & Communities service.

Main Responsibilities:

  • Work in partnership with stakeholders to drive the delivery of our services and ensure excellent customer experience.
  • Provide inspirational leadership and management to our workforce, creating a professional and supportive environment that champions equality, diversity, and inclusion.
  • Be a proactive member of our operational management team, ensuring a collaborative approach to leadership at operational level.
  • Lead the management, development, and performance of our Customers & Communities service, including Customer Service Centre, Consultation, Community Engagement/Grants, Customer Insight/CRM, Complaints, and Wellbeing Exeter.
  • Be responsible for consulting with stakeholders and engaging with our communities to ensure we are providing the services and support that our communities and stakeholders need.
  • Champion and model positive performance management, leading initiatives to create a workforce that reflects our diverse community.
  • Review and introduce new processes for owning, handling, monitoring, and reporting of complaints, while contributing to the timely resolution of these.
  • Form excellent partnerships with regional and national stakeholders to learn, influence, and embed best practice across the Council.
  • Be knowledgeable, informed, and offer excellent judgement while adhering to relevant laws, national policies, and current trends across the sector.
  • Drive innovation, ensuring forward-thinking practices are embedded that have a direct impact on Exeter City colleagues and customers.
  • Lead the delivery and development of the CRM, ensuring all employees maximise training and that policies are effective with excellent employee engagement.
  • Lead the professional development of employees within the Customer & Communities service, creating a pathway for future leaders and qualified members of staff, while also addressing barriers to retaining staff.
  • Be a champion of collaboration across the City Council, driving innovation and organisational change to deliver customer-centric services.
  • Provide accurate, timely, and relevant advice to the Directors, Chief Executive, Members, and other key stakeholders where appropriate.

Requirements:

To be successful in this role, you will need to have:

  • Excellent leadership and management skills, with the ability to inspire and motivate a team.
  • Strong communication and interpersonal skills, with the ability to build effective relationships with stakeholders.
  • Proven experience of working in a customer-facing role, with a focus on delivering excellent customer experience.
  • Knowledge of customer service principles and practices, with the ability to apply these in a fast-paced environment.
  • Ability to work collaboratively as part of a team, with a focus on achieving shared goals and objectives.
  • Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
  • Ability to work in a dynamic and changing environment, with a focus on innovation and continuous improvement.

What We Offer:

We offer a competitive salary and benefits package, as well as opportunities for professional development and growth. If you are a motivated and experienced customer service professional looking for a new challenge, we would love to hear from you.

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