Customer Services Lead

2 weeks ago

Epping, United Kingdom Essex County Council Full time

**Customer Services Lead (Epping Forest District Council)**

**Epping Forest District Council**

Temporary, Full Time

Up to £250 per day

Location: Epping

Closing Date: 14th October 2024

**Epping Forest District Council Values: Trust, Performance, One Team, Customer and Innovation**

**The role**
- Essex County Council (ECC) are delighted to be supporting Epping Forest District Council to recruit a Customer Services Lead on a temporary basis for an initial period of 4 months, to start immediately. _

This is an opportunity for an experienced and dynamic f Customer Service specialist to lead and enhance our support operations across key services including waste collection, housing, planning and building control, council tax, benefits, business rates, elections, and licensing.

**Key Accountabilities**

Working alongside the Team Manager to:

- Ensure the team are ready for the go live date for the insourced Waste Service
- oversee and lead the customer service team who work with multiple departments, ensuring high performance, professional development, and staff motivation.
- Monitor employee efficiency and quality of service and drive innovation to enhance service delivery and customer satisfaction.
- Continue to develop and implement customer service strategies to improve customer experience across services such as waste collection, housing, planning, and council tax.
- Continue to build and maintain positive relationships with residents, businesses, and stakeholders.
- Manage escalated customer complaints and ensure timely resolution in a professional and customer-focused manner.

**The Experience You Will Bring**
- Experience of leading a team in a customer facing environment, with knowledge and understanding of customer insight and use of technology to deliver business intelligence.
- Educated to degree or equivalent level of qualification, or equivalent by experience.
- Experience of delivering high quality team leadership in fast paced environments and delivering on tight deadlines, with the ability to motivate colleagues.
- Ability to analyse data to inform decision making.
- Evidence of continuing professional development and expert knowledge in relevant professional area
- Extensive experience of working with senior leaders, with an ability to influence all layers of management, overcome resistance to change.
- Experience of complex multi-agency partnership and stakeholder working, ideally having experience of working within a political environment with knowledge of a public sector setting and the nuances involved in being part of a complex environment.
- Excellent levels of expertise in using Microsoft products

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