At a Glance
- Tasks: Lead a dynamic team to enhance customer services and community engagement.
- Company: Join Ealing Council, dedicated to outstanding public service and community impact.
- Benefits: Competitive salary, professional development, work-life balance, and generous pension scheme.
- Other info: Supportive environment with opportunities for career progression and meaningful change.
- Why this job: Make a real difference in residents' lives while shaping innovative customer service strategies.
- Qualifications: Proven leadership experience in customer services and strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
We are seeking a dynamic and experienced Assistant Director of Customer Services to join our leadership team at Perceval House. This pivotal role is essential to the success and continued growth of the London Borough of Ealing’s commitment to delivering outstanding public services. As Assistant Director, you will lead a diverse and dedicated team, driving customer‑focused initiatives and ensuring the highest standards of service delivery across our borough. You will play a key role in shaping strategies that enhance customer experience, streamline service operations, and foster strong community engagement.
Key Responsibilities
- Provide visionary and operational leadership for all customer services within the borough, ensuring services are accessible, efficient and responsive to residents’ needs.
- Develop and implement customer service strategies aligned with the Council’s objectives and priorities, promoting innovation and continuous improvement.
- Manage and motivate a multidisciplinary team, fostering a culture of excellence, accountability and collaboration.
- Oversee the delivery of high‑quality, inclusive and equitable services across all customer touchpoints, including digital and face‑to‑face engagement.
- Collaborate with internal departments, external partners and stakeholders to enhance service integration and community satisfaction.
- Monitor performance metrics, analyse customer feedback and lead initiatives to improve service delivery and customer experience.
- Ensure compliance with relevant legislation, policies and best practices governing public sector customer services.
- Manage budgets effectively, ensuring value for money and efficient allocation of resources.
- Represent the Council at relevant meetings, forums and public events, acting as an ambassador for our commitment to excellent customer service.
Person Specification & Qualifications
- Proven senior leadership experience within customer services, preferably in the public sector or a related field.
- Strong understanding of local government operations, public service delivery and community engagement.
- Excellent strategic planning, organisational and project management skills.
- Demonstrable ability to lead and inspire teams to achieve ambitious goals and deliver exceptional customer experiences.
- Outstanding communication and interpersonal skills, with the ability to engage effectively with diverse stakeholders.
- Experience managing complex budgets and resources, with a focus on efficiency and value for money.
- Commitment to equality, diversity and inclusion in service design and delivery.
- Relevant professional qualifications or equivalent experience; a degree in public administration, business management or a related discipline is desirable.
Why Join Us?
- A competitive salary package reflecting the importance of this senior leadership role.
- Opportunities for professional development and career progression.
- A supportive working environment committed to work‑life balance.
- Contribution to meaningful change that positively impacts residents’ lives.
- Generous pension scheme and other public sector benefits.
The role is subject to Ealing Council’s enhanced vetting process. Ealing Council is committed to creating good jobs and delivering on its connected communities’ agenda. We are committed to equality of opportunity, to being fair and inclusive.
Assistant Director, Customer Services employer: Ealing Wildlife Group
Ealing Council is an exceptional employer, offering a supportive and inclusive work environment that prioritises work-life balance and professional development. As the Assistant Director of Customer Services, you will have the opportunity to lead a dedicated team in delivering impactful public services that enhance community engagement and improve residents' lives. With a competitive salary package and a commitment to equality and diversity, Ealing Council stands out as a rewarding place to build your career in public service.
StudySmarter Expert Advice🤫
We think this is how you could land Assistant Director, Customer Services
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ealing Wildlife Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ealing Wildlife Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Assistant Director, Customer Services
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ealing Wildlife Group:Your cover letter is your chance to shine! Tell us why you want to work at Ealing Wildlife Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ealing Wildlife Group!
How to prepare for a job interview at Ealing Wildlife Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
