Head of Resident Operations
3 weeks ago
The areas of operational responsibility include:
- To manage strategically and develop a professional service area ensuring that the delivery of the service meets all Council, professional and legislative requirements.
· Corporate Contact Centre including telephony systems and channel shift.
· Workforce planning and performance management.
· Quality assurance and system and service development.
· Delivery of Resident Experience Programme work streams.
· To act as a lead operational interface with the wider leadership team, building positive and effective relationships across the organisation at all levels.
· To ensure the effective handling of enquires and complaints received by service via all means of communication, including the oversight of office systems.
· To work with a high degree of autonomy and initiative, independently providing reporting, briefings, research, complex drafting, special projects and the production of internal and external facing presentations.
· The post holder will be expected to make a significant contribution to the effective delivery of services and delivery of the key corporate objectives to improve resident experience.
Requirements
• Knowledge of Contact Centre operations, service delivery and telephony systems. • Knowledge of CRM and complaint systems. • Knowledge of resident experience standards, policies and practices • Strong leadership and motivation skills – proven experience of leading and managing teams operating in a customer facing multi-channel/service environment. • Exceptional people management skills. • Empowers employees by encouraging them to offer ideas about decisions that affect them. • Goal-orientated focus with the resident in mind. • Ability to build strong relationships. • Experience of managing a mixed and varied workload of conflicting priorities responding effectively to the needs of all residents. • Experience of managing projects, working to time, budget and quality in a large organisation. • Experience of report writing and communications for a variety of audiences and applying expert knowledge. • An exceptional communicator able to operate and emphasise with both residents, stakeholders and project teams to influence and gain commitment. • Excellent written and verbal communication skills, time management skills Develops a strong understanding of requirements of staff and residents. • Breaks down barriers and mind-sets to promote collaborative working. • Understands how other services can impacts positively on their service and seeks to enhance this. • Models a constant curiosity about how the service function and might be improved. • Analyses problems from multiple perspectives at pace and develops insight into core issues. • Inspires and motivates others to deliver whilst maintaining challenge on performance (Supportive challenge/ ruthless compassion).
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