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- Tasks: Lead and improve customer service operations for Haringey, ensuring top-notch support for residents.
- Company: Join 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 is essential.
- 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 in London employer: Haringey Council
Contact Detail:
Haringey Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Operations Lead in London
✨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 common questions for leadership roles in customer service. We want to show that we can lead and inspire a team while improving service quality.
✨Tip Number 3
Showcase your achievements! When discussing your experience, highlight specific examples of how you've improved customer service operations. Numbers and results speak volumes!
✨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 are proactive about their job search.
We think you need these skills to ace Customer Service Operations Lead in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your experience aligns with the role. We want to see how you can champion a new culture of Customer Service and lead improvements in operations.
Showcase Your Leadership Skills: Since this is a leadership role, don’t forget to emphasise your management experience. Share examples of how you've successfully led teams and improved service delivery in previous roles.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your key achievements and skills stand out without unnecessary fluff.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at Haringey Council
✨Know Your Customer Service Inside Out
Make sure you understand the key aspects of customer service operations, especially in a public sector context. Familiarise yourself with Haringey's specific challenges and successes in customer service, as well as the types of requests they handle. This will show your genuine interest and readiness to lead.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in managing teams and improving service quality. Think about times when you've successfully implemented changes or led a team through a challenging situation. Be ready to discuss how you can inspire and empower staff to create a positive culture.
✨Emphasise Digital Skills and Inclusion
Since promoting digital skills is a key part of the role, be prepared to discuss your experience with digital transformation in customer service. Share ideas on how to ensure all customers, especially those needing personalised assistance, are included in this transition.
✨Be Ready for Performance Metrics Discussion
Understand the importance of performance metrics in customer service operations. Prepare to talk about how you've used data to drive improvements in previous roles. Discuss your approach to reporting and benchmarking, and how you would apply these practices at Haringey.
