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- Tasks: Lead and improve customer service operations for Haringey, ensuring top-notch support for residents.
- Company: Haringey Council, dedicated to enhancing community interactions and services.
- Benefits: Negotiable pay, potential for permanent role, and a chance to make a real difference.
- Why this job: Be a key player in transforming customer service and making a positive impact in the community.
- Qualifications: Experience in managing complex customer service operations in the public sector.
- Other info: Opportunity for career growth and to foster an inclusive, performance-driven culture.
The predicted salary is between 36000 - 60000 £ per year.
This is a critical leadership and management role in Haringey's Customer Services operation. The role exists to enable customers (residents, businesses, visitors and the community) to get the right information and advice first time and find it easy to interact with the council. The initial focus will be providing hands-on management support for the Customer Centre based at Wood Green Library which sees 700 residents a week on a range of requests related to Benefits, Housing repairs and tenancy issues, Homelessness, Council Tax, and Parking Permits.
Responsibilities
- To champion a new culture of Customer Service throughout Haringey.
- To lead, manage and continuously improve the quality, performance and efficiency of the Customer Services operations across multiple sites and hybrid working arrangements, informed by industry-leading best practice.
- Responsible for ensuring the health safety and welfare of staff and members of the public interacting with the service, and compliance with all applicable policies.
- To promote the digital skills of staff and residents whilst also ensuring those customers that need more personalised assistance receive it, with inclusion and equality of access as guiding principles.
- To achieve ambitious savings and stretching performance improvement targets, through evidence-based planning and management.
- To report on and explain performance on a weekly, monthly and quarterly basis, and conduct benchmarking to inform target setting.
- To lead and support the service through clear direction, quality management, workforce performance management, and workforce learning & development.
- To create and maintain an open, inclusive and performance driven culture where staff feel inspired, empowered and play a role in continuous service development and improvement.
Qualifications / Requirements
- Experience of managing a large and complex multi-channel customer services operation in the public sector.
- Experience of delivering significant operational improvements, process efficiencies and modernisation, achieving improvements across quality, performance and cost.
Customer Service Operations Lead employer: Haringey Council
Contact Detail:
Haringey Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Operations Lead
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those already working at Haringey Council. A friendly chat can give us insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by researching Haringey's customer service initiatives. We want to show that we’re not just interested in the role but also passionate about improving the community’s experience.
✨Tip Number 3
Practice makes perfect! Get a friend to do a mock interview with you. This will help us articulate our thoughts clearly and confidently when discussing our experience in managing customer service operations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Customer Service Operations Lead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight your experience in managing customer service operations. We want to see how your skills align with the role, so don’t hold back on showcasing your achievements!
Showcase Your Leadership Skills: This role is all about leading and inspiring a team. Use your application to demonstrate your leadership style and any successful initiatives you've implemented in previous roles. We love seeing how you can motivate others!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key points stand out. Avoid jargon unless it’s relevant to the role – we want to understand your message easily!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Haringey Council
✨Know Your Customer Service Inside Out
Make sure you understand the key responsibilities of the Customer Service Operations Lead role. Familiarise yourself with Haringey's current customer service operations, especially around Benefits, Housing repairs, and Council Tax. This will help you demonstrate your knowledge and show how you can contribute to improving their services.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past, particularly in a public sector environment. Highlight any experience you have in managing multi-channel operations and driving performance improvements. This will illustrate your capability to inspire and empower staff, which is crucial for this role.
✨Emphasise Inclusivity and Digital Skills
Discuss your approach to promoting digital skills among staff and residents. Be ready to share strategies you've implemented to ensure that all customers receive personalised assistance, especially those who may need extra support. This aligns perfectly with the council's commitment to inclusion and equality.
✨Prepare for Performance Metrics Discussion
Since reporting on performance is a key part of the role, be prepared to talk about how you've used data to inform decision-making in previous positions. Bring examples of how you've set targets and benchmarked performance to achieve operational improvements. This will show that you're results-driven and capable of meeting ambitious goals.
