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Head of Customer Services

Employer
Southwark Council
Location
London (Greater)
Salary
Up to £95,700 + £3,503
Closing date
7 Jun 2021

Job Details

London based + agile working

Time to Shine

Our communities should get the highest standard of customer service from us. Our service should shine. Our contact centre meets the needs of nearly 320,000 people across the borough of Southwark and for the Councils we provide a shared service to. This is a big role, it’s key to how people feel about their Council, and so many reputations will be in your hands. As Head of Customer Service, you’ll drive improvements and progress this essential function building on our award-winning service to introduce further digital transformation and efficient customer service.

Leading a team of 120 people, you’ll further transform our customer service experience through smart strategic and operational management. It’s about encouraging great performance and evolving an inspiring customer culture. We’d welcome your ideas on making change happen and your skills in delivering improved performance and efficiency through effective team working.

At the same time, you’ll ensure our customer service is future proof through digital service delivery. Enabling customers to move online, you’ll deliver on our ambitious access strategy: and strengthen relationships with clients and partners, managing service agreements and looking for new opportunities. With a £5 million budget in your hands, it’s important that you can manage substantial people and financial resources.    

Our contact centre deals with all kinds of issues, including Housing and Parking. That’s why we need a successful senior leader, who can manage complex front office services and bring experience of leading a Contact Centre. Ideally but not essentially, you’ll have public sector or local government experience. What’s essential is your ability to live our values and celebrate the diversity of our community and workforce.

Make our service and your career shine, for further information and to apply for this role, please click apply below

For a confidential discussion about this role please contact our retained consultants at Penna, Rob Naylor on 07922 417 550 or email: rob.naylor@penna.com or Julie Towers on 07764 791736 or email: julie.towers@penna.com.

Company

Just six miles long from the foot of the Shard to the deepest corner of Dulwich Woods, Southwark punches above its weight being both diverse and dynamic. It is home to 92 parks and open spaces, 120 languages, and a thriving cultural scene; there’s really nowhere quite like it.

We are proud of who we are today but are also looking to the future. We have bold ambitions to create 5,000 new jobs, 2,000 new apprenticeships, and 11,000 new council homes. We’re leading an ambitious programme of regeneration that is transforming areas including Elephant and Castle, Canada Water, the Old Kent Road and Peckham.

Southwark is the largest social landlord in London and over the next 30 years, are building 11,000 new council homes. Our ambitions are not going to be easy and we need the right staff to deliver this challenge, supporting the streamlining, innovating and doing more for less to be part of a legacy that will echo long into the future.

There are more than 290,000 residents in Southwark (and counting). They speak 120 languages and represent every continent around the globe. It’s that diversity of people that makes our borough so special and so vibrant. The blend of voices, cultures and personalities that make Southwark, well, Southwark. That’s why we treat everyone as an equal priority, whatever their background. We are working with local people, communities and businesses to innovate, improve and transform public services. This is the philosophy behind our vision: a fairer future for all.

Company info
Telephone
02075257213
Location
160 Tooley Street
Southwark
London
SE1 2QH
GB

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