Director of Customer Services

Aberdeen, Aberdeenshire
£115,002 per annum
04 Oct 2017
03 Nov 2017
Job role
Contract Type
Full time

Aberdeen is a city with a unique heritage, which has become an exciting place to live, work and visit. Our drive and ambition has seen us develop into a globally recognised energy hub. Working together with the business community and our partners, we are focused on maximising the city’s present and future growth and productivity potential, thereby ensuring our existing reputation as an economic powerhouse.

In order to ensure the city council plays it’s part in supporting the city’s success, we have developed a bold vision for the council expressed through a new target operating model, which will change the way the council does its business.  A key part of the target operating model is the appointment of a new, collegiate, Corporate Management Team, focused on the functions of Customer, Commissioning, Delivery and Resource.

This new management team will be responsible for leading, directing and implementing the new target operating model from start-up through to business as usual. Critical elements of this new operating model are: demand management through a more deliberate focus on prevention and early intervention; empowerment of both our staff and our communities and becoming a technology led organisation.

Director of Customer Services

As the title suggests, this role has responsibility for the Customer interface. You will lead on the management of the Council customer platform, consolidated customer functions and dealing with first point of contact enquiries and interfacing with operations where necessary. But given our emphasis on demand management, you will play a key role in helping individuals and communities to help themselves as appropriate – part of the whole systems overview of the demand that the Council is facing. As you would expect the customer is at the heart of what we do and this role will be focussed on helping individuals and communities to easily access the services they need. The role will create the conditions for more of what we do to be facilitated digitally and enforce customer standards. It will also work closely with our Digital Partner in order to maximise self-serving opportunities and with the business intelligence function in order to anticipate and prevent demand.  

You will be responsible for leading the council in its ambition to become more customer centric and as part of that help the council to become an enabler of communities helping themselves.  Transformation of the scale envisaged will involve taking risks and ideally your natural inclination will be to take calculated risks. So whether you’re from the public or the private sector you’ll be a leader who can tolerate the ambiguity that is often faced in change environments but most importantly be able to take people with you on the journey.

We hope we have given you enough food for thought and that you’ll want to read more.

For more information and to apply please visit:

For a confidential discussion please call Kell Simm at our Recruitment Partner Penna, on 07702 565074

Closing Date: Friday 3 November 2017