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- Tasks: Lead customer service delivery and enhance engagement across various channels.
- Company: Join Redbridge Council, a forward-thinking organisation focused on community transformation.
- Benefits: Enjoy a full-time role with opportunities for professional growth and impactful work.
- Other info: Contact Steve Guest or Amy Billington for a confidential discussion about this exciting opportunity.
- Why this job: Be part of a transformative journey, shaping customer experiences and making a real difference.
- Qualifications: Proven experience in customer service, communication strategies, and digital technology implementation required.
The predicted salary is between 43200 - 72000 £ per year.
Join to apply for the Head of Customer Service Delivery role at Solace
Join to apply for the Head of Customer Service Delivery role at Solace
Our borough is beginning a huge transformation. With ambitious regeneration plans, a need for new infrastructure, and plenty of investment on the way, things are changing. And we are transforming our organisation to be better equipped to have the greatest impact for our community. We need leaders to take us on the journey.
Redbridge Council is committed to being resident-led and delivering a first-class customer experience – however our customers choose to engage with us. In this role you will have the opportunity to act as a corporate lead on all customer service and engagement channels.
You’ll have oversight of our website and social media interaction with customers, ensuring current, relevant and well targeted content at all times. Easily accessible and relevant information will enable customers to manage their own interactions with the Council, supporting greater efficiency and a better customer experience. An emphasis on upstream prevention work will align to our wider corporate intent: to reduce demand pressures. Greater use of digital technology and enabling channel shift will be a key focus and you will work closely with our Head of Digital Transformation and Head of Modernisation to map out and implement new initiatives.
You’ll also have an important role to play in gathering and analysing customer services metrics and feedback to inform and enhance future service design. Drawing on this rich data, you will work alongside directorates to shape ongoing service redesign and improvements, responding quickly to changes (or predicted changes) in customer need, so that we can adopt preventative approaches that achieve better outcomes for customers.
We’re looking for someone with an excellent understanding of customer service principles and a track record of putting these into practice to create more agile and creative delivery models. You’ll be experienced in the development and delivery of communication and engagement strategies in a customer-facing environment and making full use of new and emerging technologies to support a more streamlined customer experience.
You should have extensive experience of channel shift, customer service information management, service redesign and meeting resident/customer need across a range of service areas. Finally, excellent communication and engagement skills will be vital to ensure that you engage effectively with a diverse range of internal and external stakeholders.
Visit to apply. Or you can contact Steve Guest or Amy Billington at Solace in Business on 020 7976 3311 for a confidential discussion.
Seniority level
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Seniority level
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Head of Customer Service Delivery employer: Solace
Contact Detail:
Solace Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service Delivery
✨Tip Number 1
Familiarise yourself with the latest trends in customer service delivery, especially in the public sector. Understanding how digital technology can enhance customer interactions will give you an edge in discussions during interviews.
✨Tip Number 2
Network with professionals in the field of customer service and engagement. Attend relevant events or webinars to connect with others who have experience in similar roles, as they may provide insights or even referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully implemented service redesigns or channel shifts in previous roles. Being able to articulate your hands-on experience will demonstrate your capability to lead in this position.
✨Tip Number 4
Research Redbridge Council's current customer service initiatives and challenges. Tailoring your conversation to show how your skills align with their goals will make you a more compelling candidate.
We think you need these skills to ace Head of Customer Service Delivery
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Head of Customer Service Delivery role. Understand the key responsibilities and required skills, such as customer service principles, communication strategies, and experience with digital technology.
Tailor Your CV: Customise your CV to highlight relevant experience that aligns with the job requirements. Focus on your achievements in customer service delivery, engagement strategies, and any experience with service redesign or channel shift.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for improving customer experiences and your understanding of the role. Use specific examples from your past work to demonstrate how you can contribute to the transformation at Redbridge Council.
Highlight Relevant Metrics: In your application, mention any metrics or data you've used to inform service improvements in previous roles. This could include customer satisfaction scores, engagement rates, or successful implementation of new technologies that enhanced service delivery.
How to prepare for a job interview at Solace
✨Understand the Role
Make sure you have a clear understanding of the Head of Customer Service Delivery role. Familiarise yourself with the key responsibilities, such as overseeing customer engagement channels and implementing digital initiatives. This will help you articulate how your experience aligns with their needs.
✨Showcase Your Experience
Prepare to discuss specific examples from your past roles that demonstrate your expertise in customer service principles, channel shift, and service redesign. Highlight any successful strategies you've implemented that improved customer experiences or operational efficiency.
✨Emphasise Communication Skills
Given the importance of engaging with diverse stakeholders, be ready to showcase your communication skills. Share examples of how you've effectively communicated with both internal teams and external customers, and how this has led to positive outcomes.
✨Be Data-Driven
Since the role involves gathering and analysing customer service metrics, come prepared to discuss how you've used data to inform decision-making in previous positions. Highlight any tools or methodologies you've employed to enhance service delivery based on customer feedback.