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Head of Customer Service - Southwark

Head of Customer Service - Southwark

Posted 16 September by The Recruitment Shop

Head of Contact Centre - Southwark 6 mnth contract

£300 - £350per day

Purpose of the job

Undertake the leading role in delivering services from the Council’s Corporate Contact Centre. Responsible for the overall leadership and management of the Centre, including promotion, operations, development and appropriate management of resources to meet customer demand.

Development and maintenance of service agreements and working relationships with partners and internal service managers, where services are delivered from the Contact Centre. Also key to the delivery of communication services in the event of a local or London wide emergency/disaster

The Head of Customer Services will have a key role in ensuring that the Division can deliver its services with consistency with a strong customer focus and ensure that statutory, policy and good practice developments are reflected in robust systems and procedures. Take responsibility for monitoring compliance with these systems and provide a focus for the development of a strong customer focus across the Division.

Person Specification

1. Substantial senior management experience managing complex front office services, delivering a range of services to diverse communities

3. Substantial experience of working with Contact Centre, Customer Relationship Management and web based technologies

4. Knowledge of the wider organisation and business context to enable effective contribution to operational and strategic issues

7. Understanding of the current challenges facing local government and the public sector generally.

8. Knowledge of the government’s modernisation agenda and the implications for enhanced customer access and service delivery.


9. Proven and relevant management experience gained in a similar role at senior level to bring about demonstrable service improvements


Required skills

  • Customer Services
  • Senior Management

Reference: 40879392

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