This is a critical leadership and management role in this Local Council’s Customer Services operation. The role exists to enable customers (residents, businesses, visitors and the community) to get the right information and advice first time and find it easy to interact with the council. The initial focus will be providing hands-on management support for the Customer Centre which sees 700 residents a week on a range of requests related to Benefits, Housing repairs and tenancy issues, Homelessness, Council Tax, and Parking Permits.
More broadly the role includes:
- Leading the omni-channel operations day to day, empowering staff to resolve residents’ needs accurately, empathetically and promptly via a face to face centre, telephony, and digital access channels
- Championing the residents’ voice and equality of access at all times
- Developing the operational workforce - Collaboratively identifying and initiating tactical and strategic improvements to workforce, processes, technology and performance
- Leading partnership working with council services to ensure right channel and right first-time resolution, and smooth end-to-end customer journeys
- Leading the measurement, analysis and reporting of performance and satisfaction to key stakeholders.
For more information, please contact Simone at Social Care Locums.