Head of Customer Experience

Dynamic and experienced Customer Services leader required with great people performance and budget management skills.

Experience of digital transformation projects essential.

Public or third sector experience essential.

Full time, 36 hour a week position based in Wood Green, this role covers all areas of Customer Services for Haringey Council.

Role Purpose, Context and Scope:

• Accountable for leading and managing specific Council services at a tactical delivery level, providing professional expertise, leading on a complex programme or the commissioning of services for the Council.
• Horizon scanning 1-3 years; emerging practices and seek out the latest thinking and innovation within their service.
• Work with Councillors to implement the strategic aims and objectives of the Service.
• Provide strong leadership management and guidance regarding the allocation of resources, risk management, change management and behaviours within a specific service area.
• To role model the values and behaviours of the organisation so your teams can see and hear, and learn from you.
• Manage and develop the workforce with their service area.

Indicative Accountabilities:

• To have robust, affordable operation plans in place to deliver the Corporate Plan on time and to budget.
• Create and build effective relationships internally and externally with key stakeholders and instil in direct reports the imperative for accountability, responsibility and collaboration with others, for example: Councillors, other Boroughs, the communities we serve and partners.
• Work collaboratively across all service areas with other senior managers (including those from partner organisations and agencies) in order to deliver services, generate efficiencies and create synergies wherever possible.
• Lead, manage and develop staff so that they are capable of and motivated to achieve the corporate and service aims and objectives.
• Drive significant cultural change through the corporate infrastructure in order to drive service excellence.
• Be accountable for associated budget and have affordable plans in place to deliver the Medium Term Financial Plan.
• The service area you manage is compliant and performance management is monitored, and remedial action is taken promptly and at pace.
• Lead and manage robust, safe and resilient services that deliver in challenging times, including maintaining accurate risk registers, business continuity plans and information asset records.
• Be an ambassador for Haringey.

Indicative Dimensions:

• Work involves management of specific service areas or specific programmes or providing professional expertise or commissioning of services with some integration with external partners.
• Generally has a direct responsibility for the financial management of specific service area.
• Jobs at this level operate with some discretion over resource allocation. Decisions taken are consistent with Council policies and procedures. There is managerial control exercised through the review of results.
• Can deliver in a political environment.

Knowledge, Qualifications, Skills and Experience (in addition to those on generic profile):  Experience of delivering high visibility leadership and culture change, for large teams of staff in a busy environment.  Experience of having worked in a political environment advising Elected Members  Knowledge of benchmarking service provision for improvement purposes.  Experience of delivering and implementing continuous improvement initiatives with customer satisfaction as the key driver.  Digitally savvy and comfortable with exploring new ways of working through greater use of technology.  Good knowledge of customer satisfaction and performance monitoring tools and techniques.  Ability to set, use and share performance data to drive improvement at a service wide level.  Passionate about Customer Experience.  Coaching and mentoring skills.  Effective financial planning and budget management skills..