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Head of Customer Service

  • Location: London
  • Salary: Up to £70000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

Head of Customer Services

North London

£65-70K

The Head of Customer Service will be responsible to deliver transformation and operational excellence in customer services for local government. Driving the delivery of digital customer services whilst providing customer advocacy, and assisted digital telephone & face to face service is an integral part of this role. The Head of Customer Service must be proficient with customer experience language, strong stakeholder management skills, and a strong digital focus.

Key Accountabilities:
* Management and ownership of a strategic programme of improvement for Barnet Customer Services;
* Senior stakeholder management with Commissioners, Head of Strategy & Policy and Finance
* Ongoing development and oversight of the Barnet Customer Access Strategy & development of customer experience management and ensuring Capita's solution is aligned to government standards on digital services;
* Subject matter expert for Customer Services and Experience delivery on the Customer Transformation Programme, working with Capita's leads on Transformation, Innovation and new bids/commercial solutions.
* Senior supplier for the Capita Customer Services in Barnet, including Social Care Direct and customer services delivery of Revenues & Benefits
* Leading the Digital by Default agenda with focus on channel shift targets, customer satisfaction, resolution at first point of contact where that is most effective.
* Management of Barnet based Customer Services staff where this is deemed appropriate;
* Business assurance for Customer Services - including Customer Access Strategy, Customer Transformation programme & Innovation Lab projects, Insight & analytics projects

Competencies
* Digital knowledge - Experience of customer experience management in a digital context, digital projects and agile delivery, and principles of government digital services
* Performance Management
* Business management
* People Management and Personal Skills

If you are interested in the role, please apply immediately as we are scheduling initial first stage interviews for January.

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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