The Role
Client Services is pleased to offer a 12 month secondment/fixed term opportunity for the role of Performance & Quality Team Leader (Members Enquiries).
Customer and Exchequer plays a crucial role in overseeing the complaints and members enquiries process for the Council. With a consistent focus on service improvement and delivery, the successful candidate will act as the conduit to improve responses/responsiveness to complex and multi service Members Enquiries and will lead on development of an existing quality assurance approach. An excellent communicator with strong written skills this person will help improve the current process though effective collaboration across all Directorates. The successful candidate will be an exemplary leader with the ability to lead and manage a group of staff responsible for delivering a robust service.
About you
We are seeking people who:
- Has the ability to lead and manage the team in handling all Members Enquiries reviews, especially complex and multi services queries, achieving response time Service Level Agreements without compromise on quality of the investigation.
- To be able to identify and mitigate risks and implement quality assurance processes to ensure compliance with legislation, policies and processes.
- Has the ability to undertake detailed research to produce, collate and disseminate management and service information;
- To lead and motivate staff to deliver excellent customer service and performance in both operational and support contexts:
- Has good working knowledge of statistical applications (e.g. Excel, PowerBI) and report writing, demonstrating excellent oral and written presentation skills;
- To be the lead in identifying opportunity for improvements through the provision of the full range of case review intelligence, working particularly with the Members and relevant Operational Team Leaders:
- Has a clear commitment to service improvement and innovation, actively seeking opportunities to improve team processes, technology and procedures, and influencing departmental processes.
Additional Information
For an informal conversation about the role please feel free to contact nicole.homer@southwark.gov.uk
Benefits and more information
https://jobs.southwark.gov.uk/why-us/
Additional salary details
Internal recruitment only
We will only consider applications from internal candidates that are current employees or agency workers on an active assignment.
Recruitment timetable
Application Closing Date: 16/05/2024
Interview date: WC 20/05/2024
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.
Guaranteed Interview Scheme
As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role, and identify with one of the below criteria:
- Members of the Armed Forces and veterans
- Are currently in care, or have previously been in care
- If you consider yourself to be disabled or if you have a long-term health condition
SWCINT
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