Head of customer experience and operations

Cedar is currently collaborating with a local authority in the South East to recruit a Head of Customer Experience and Operations to join their team and be accountable for leading and managing specific Council services at a tactical delivery level. Daily Rate: GBP350 - GBP450 per day (Inside IR35) Working pattern: 2-3 days in the office per week Responsibilities: Ensure the efficient operation and control of the Customer Services operation, including face-to-face services. Directly manage up to 5 direct line reports with overall responsibility for a flexible and dynamic pool of around 50 FTE and relevant establishment budget. Work with the Customer Service Transformation Programme, and other programmes, to ensure the customer offer delivers business case objectives. Lead the development of the customer services strategy, including the digital offering and the implementation of channel shift strategy and plans. Act as business owner of resident and business facing Council website and web-based Information, Advice and Guidance tools, portals and digital platform working on its strategy development and continual improvement. Champion change in the customer services environment to deliver more online services and work with internal IT and external partners to continuously maximise the Council #39;s Digital strategy. Contribute to Technical User Groups to ensure Services have a valuable input to the future technologies, solutions, designs, and upgrades. Support and deputise for the Assistant Director including representing the authority at internal and external meetings. Overall responsibility for the service in terms of training, performance management, quality, and cross-cutting elements (such as Health Safety and Business Continuity). Overall responsibility for the service in terms of quality monitoring and continuous improvement though real time analytics, cross channel insight and analytics. Knowledge and Experience: Previous experience working in a local authority or similar large complex public sector organisation. Experience of digital transformation projects is essential. Great people performance and budget management skills. Ability to work with high level internal and external stakeholders. Proven experience managing complex service delivery within a challenging and political environment. Ability to exercise initiative and good judgement in delivering service and Council aims and objectives. Experience of delivering high visibility leadership and culture change, for large teams of staff in a busy environment. Knowledge of benchmarking service provision for improvement purposes. Experience of delivering and implementing continuous improvement initiatives with customer satisfaction as the key driver. Ability to set, use and share performance data to drive improvement at a service wide level