Head Of Housing Service Centre

Our local authority client based in East London are urgently seeking an experienced Head of Housing Service Centre.

*£500 a day Umbrella*

JOB SUMMARY:

To be responsible to the Divisional Director as a Head of Service to lead and manage the Housing Service Centre of approximately 58 staff, with responsibility for setting the strategic direction, planning and coordination of work.

To contribute to the embedding of the Council’s operating model and drive the Customer Access Strategy enabling channel shift for the organisation to achieve its priorities.

Lead on delivering a first port of call for customer interactions coming into the Council’s Housing Management division and deliver an improved customer experience through successful, efficient, and professional transactions with the aim of resolution that will build our reputation and trust.

Deliver a challenging suite of performance indicators and service standards which balance timeliness, quality, and first-time resolution to deliver a best-in-class service

Be an exemplary lead for customer service change initiatives to develop and deliver the service

REQUIREMENTS:

1. Responsible for strategic and operational delivery of the Housing Service Centre for the Council’s Housing Management Division
2. Lead on the delivery of the organisation’s Customer Access Strategy and Target Operating model to enable the division to achieve its priorities.
3. Use organisational and sector insight to shape the organisation’s business analytics with the aim of connecting people, customer data with performance data to support the business in its decision-making.
4. Sponsor and evaluate delivery of customer service projects across the organisation.
5. Develop strong and trusted partnerships with the organisation’s senior leaders, leading the resolution of complex customer experience issues, confidently challenging leaders based on own professional expertise, and joining up effectively with other functions to provide pragmatic solutions.
6. Maintain a long-term view of the organisation’s direction; shaping, reviewing, and aligning service activity to ensure cost-effectiveness
7. Lead the housing service centre management team to actively manage a professional, proactive, adaptable, and responsive service based on long-term view of requirements, addressing issues to ensure collaborative delivery of services and continuous improvement.

Knowledge

• A thorough understanding of current best practice across the whole range of customer experience disciplines.
• Understanding and insight into property/housing management related functions.
• Understanding of the communities living in Tower Hamlets and their diverse needs.
• An in-depth understanding of and demonstrable commitment to equality and diversity practices.

Qualifications

& Experience

• A relevant professional qualification/professional membership, such as Institute of Customer Services, Prince2 project management, Lean Systems Thinking or relevant experience of leading transformation in a customer focussed environment.
• Experience of managing teams to achieve high performance targets and excellent customer service
• Strong people skills, able to inspire, lead, and influence a range of stakeholders and proven ability to instigate and facilitate change
• Experience of using data insight and customer segmentation to transform and reposition services, including digitalisation of service deliver

Please apply with your updated CV ensuring that any gaps in employment are explained.

At this point, may we take this opportunity to thank you for the interest you have shown in this role. Unfortunately, due to the high volume of applications that we receive, it is not always possible to respond to everyone. Therefore, unless you hear from us within the next 7 days, your application for this vacancy will have been unsuccessful.