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Positive Employment is currently recruiting for an Assistant Director for our client a local government organisation in Hackney.
The successful candidate will be part of the organisation's Customer & Workplace division. The division is responsible for a broad portfolio of high-profile, citizen-facing and corporate support services. The work plays a vital role in the experience that residents and businesses have of the organisation's services, and our teams work closely with colleagues across all areas of the organisation.
The Customer Services, Digital & Data teams are responsible for over 1 million customer enquiries per year by phone via the organisation'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 organisation, the 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.
This role is initially a 6 month contract with the possibility to extend.
Duties and Responsibilities but not limited to:
- Set the vision and strategy for customer services and ensure it is Embedded and understood by colleagues across the organisation.
- Oversee the design and delivery of first-class customer experiences, creating opportunities to deliver outside of current public sector constraints within a budget envelope, using innovation and creativity to think outside the box' and ensure services and access channels for customers are continuously improved.
- Strategic oversight of the evaluation and impact analysis of major digital design options, the devising and initiating of assignments, and the establishment of appropriate mixed discipline teams to deliver high quality, modern digital solutions.
- Accountable for ensuring that products have clear roadmaps and compelling investment cases and that the benefits as described in any business case are delivered and articulated in terms of value to users.
- Accountable for the definition and assurance of the organisation's standards for: Customer services; Usability & accessibility; Product management; Agile delivery; Data architecture; Reporting, analysis and insight.
- Accountable for enabling the organisation to achieve better outcomes for its residents and businesses through the provision of data, analysis and insight which support senior leaders and elected members in making evidence-based decisions.
- Fully accountability for setting, agreeing and managing all financial budgets (including project and programme budgets) for the services within the post holder's responsibility. Work with the Strategic Director and Heads of Service to plan budgets and identify opportunities for efficiencies and savings.
Personal Requirements:
- Ideally educated to bachelor degree level and/or holds a relevant professional qualification, although consideration will be given to those applicants without these qualifications, but who can demonstrate they have worked at a similar level.
- Experience in a roles at a similar level of leadership, demonstrating the ability to inspire the organisation, and influence developments within the industry at the highest level.
- Public sector and more specifically local government experience (Highly Desirable).
Working Hours: 36hrs/9:00am - 17:00pm/Monday to Friday
Pay: £600.00 per day
Please note this role is within the scope of IR35.
