About Southwark:
Southwark is a large, ambitious and progressive council with a ‘can do’ attitude and enviable reputation. As a Council, we are successful, passionate and forward thinking. We are committed to our ‘Fairer Futures for All’ promise, which ensures that our residents and businesses are central to everything we do. If you want to make a difference at a local level, apply to Southwark Council today.
The Role:
Customer Operations has embarked on a transformative journey to modernize and inject vital tactical and operational understanding and intuitive application of customer insight; with a view to enriching the customer experience by designing high quality and purpose designed services for Southwark residents via its various touch points and channels. As the tactical lead for data, quality and service improvement, you will provide SME advice and support for the service head in delivery, tangible, measurable and cost effective models for service delivery.
The successful candidate must demonstrate a robust understanding and previous implementation of customer strategies around Omni-channel and be able to articulate succinct methodologies of linking it to digital transformation delivery, whilst consolidating contact-handling channels to achieve frugality. They must be able to demonstrate the need for inclusion within the spectrum of digitisation and apply mosaic and other profiling methodologies in service designing. The will work collaboratively always, with the Customer Engagement Manager for Contact Handling, as peers in delivering a seamless service to Southwark residents.
You will have primary responsibility for monitoring quality standards within Customer Operations across all communication channels
You will design robust models and coordinate all activities relating, training and staff development
You will discharge a strategic function, which requires you to work closely with the head of service on corporate programmes and projects coordination
You will be the strategic nexus and liaison with the corporate transformation and PMO teams and serve as the lead person for technological review
You will engage with internal and external stakeholders, contractors and partners. In setting up cyclical and ad hoc forums for engaging council services to gather information about planned activities and campaigns, with a view to passing on information to the quality and performance team, for application in forecasting, scheduling and other planning activities.
About You:
Ideally, you will have a sound local government or comparable public sector background, with a sound understanding of governance issues and the subtle intricacies and dynamics of functioning effectively in a politically challenging environment. You must have a firm understanding of trade union relationship management and be able to negotiate terms or reference expertly. You must be able to engage with a variety of audiences during the challenging iterations normally prevalent in public services.
You must understand and be committed to the principles of equality, diversity and inclusion; and be ready to champion Southwark cultural values and behaviours, as well serve as a conduit between corporate HR and local interests and understand HR policies and processes.
You will need to be resilient, emotionally sensitive and demonstrate a heightened level of tolerance, when engaging with staff.
You must have a passion for customer services improvement and be committed to continuous service improvement.
Additional salary details
This role attracts JNC Benefits to the value of £2724.00 per annum, this is a cash payment.
To apply for this role, please use the link below as only applications via the link will be considered
Recruitment timetable
Closing date: 25/11/2022
Interview: 12/12/2022
We are an organisation who is passionate about our people and understands that richness of diversity is a requirement to provide the best possible services to our communities. This is demonstrated through our council-wide ambitious commitment to tackle racial inequality in our communities and workforce through our Southwark Stands Together initiative. We particularly welcome applications from members of the black, Asian and ethnic minority communities to increase representation at senior management level in the Council.
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