Head of Customer Operations

BBL are currently looking for an Interim Head of Customer Operations to work for our Local Authority client in East London.

MAIN PURPOSE

Reporting to the Customer & Business Operations Director, to lead and manage the Operations Team including the existing services:
 Contact Centre
 Libraries
 Registrars
 Web Team

Accountable for successful delivery of customer service projects, including delivery of related savings:
 Library refurbishments, Walthamstow
 Staff restructure
 Registrars (move)
 Customer Service excellence review, and,
 A number of projects, enabling benefits realisation from the Council’s Digital Programme: Channel shift, Digital BAU, Assisted Digital, Website transition

Change management – Working with the Business Support Programme Manager, lead change management for the Operations Team as new service teams are integrated with existing services.

Policy and procedural compliance – Maintain policies, procedures and controls to ensure all Operations Team services are compliant with relevant legislation, codes, regulations, guidelines, standards and best practice.

Stakeholder engagement – Work with senior directorate stakeholders to understand business support needs and specify support requirements (including allocation of workforce and other resources).
Internal and external customer focus – Ensure all Operation Team services are responsive, deliver to the quality required, cost-effective, and meet the needs of internal and external customers within agreed resources.

Delivering channel shift – Work with the Customer & Business Operations Director and management team to promote and deliver channel shift to more efficient and appropriate channels.

Performance management – To set and monitor targets for the service, ensuring that it is operating within agreed performance indicators and ensuring improvements against targets when necessary.

Leading and motivating staff-Lead and motivate staff effectively to deliver excellence and achieve the best outcomes for internal and external customers.

Technology enabled improvement -To develop standardised, technology-enabled business operations processes which demonstrate value-for-money

Resource management – Responsible for the Operation Team budget including accounting, financial planning, adherence to cash limits and the delivery of agreed 20% revenue savings.

PERSON SPECIFICATION

Proven experience of successfully leading and managing the direct provision of diverse customer and business services operations across a range of face-to-face and digital delivery channels desirably in a local government setting. This may include:

 Contact Centre
 Libraries,
 Registrars

Demonstrable evidence of successfully leading and managing substantial customer change programmes and projects.

Demonstrable evidence of developing and implementing frameworks for assessing service performance and ensuring business processes are working effectively to provide high quality customer and business operations services.

Experience of developing and implementing new policies and procedures to drive the operational management and delivery of improvements in service performance and efficiency

Experience of cost centre managing revenue budgets in excess of £2.5m per annum, including prioritising and targeting resources in a cost effective way to secure demonstrable value-for-money outcomes.

Experience of design and delivery of improved customer service – for internal and external customer operations.

Educated to degree standard or equivalent working experience
Substantial Continuing Professional Development

Please apply with an up to date CV