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Our client, Hackney council, is looking for a Assistant Director to work in their Data, Digital and Customer Services.
About the team:
Your team is part of Hackney Council's Customer & Workplace division (an overview of the service structure is available here) The division is responsible for a broad portfolio of high-profile, citizen-facing and corporate support services. Our work plays a vital role in the experience that residents and businesses have of council services, and our teams work closely with colleagues across all areas of the organisation.
What we do:
The Customer Services, Digital & Data teams are responsible for over 1 million customer enquiries per year by phone via the council's contact centre; face-to-face at Hackney Service Centre; online; and through the registrars service. These range from requests for general information to help recording major life events such as births, deaths and marriages, and providing support for some of Hackney's most vulnerable residents who are at risk of homelessness and experiencing financial hardship.
As well as being the first point of contact for the council, our teams have the digital, data and technology skills needed to make sure that we deliver an excellent customer experience, and provide well designed and efficient end-to-end service journeys.
The integration of our customer services, digital and data teams creates huge opportunities to transform the services that our residents and businesses rely upon. By bringing deep insight into the service user's experience together with sector leading data and analytics, digital technology and design capabilities, these teams are able to identify and implement opportunities to radically improve the customer experience.
