Head of Customer Experience - Customer Services

at  Cleantech People

QUALIFICATIONS:

• Degree level or equivalent qualification plus relevant experience.
• Membership of appropriate professional body by examination e.g. CIPFA, RICS or evidence of continuing professional development (CPD).

SKILLS & EXPERIENCE:

• Deep and detailed knowledge of principles and practices gained through extensive experience and development in a specific field.
• Excellent communication skills.
• Ability to work with high level internal and external stakeholders.
• Ability to manage complex service delivery within a challenging and political environment.
• Understands the commercial context of the service they provide.
• 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.
• Experience of having worked in a political environment advising Elected Members
• Knowledge of benchmarking service provision for improvement purposes.
• Experience of delivering and implementing continuous improvement initiatives with customer satisfaction as the key driver.
• Digitally savvy and comfortable with exploring new ways of working through greater use of technology.
• Good knowledge of customer satisfaction and performance monitoring tools and techniques.
• Ability to set, use and share performance data to drive improvement at a service wide level.
• Passionate about Customer Experience.
• Coaching and mentoring skills.
• Effective financial planning and budget management skills.
  Am Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF pleas

KEY RESPONSIBILITIES:

• Accountable for leading and managing specific Council services at a tactical delivery level, providing professional expertise, leading on a complex programme or the commissioning of services for the Council.
• Horizon scanning 1-3 years; emerging practices and seek out the latest thinking and innovation within their service.
• Work with Councillors to implement the strategic aims and objectives of the Service.
• Provide strong leadership management and guidance regarding the allocation of resources, risk management, change management and behaviours within a specific service area.
• To role model the values and behaviours of the organisation so your teams can see and hear, and learn from you.
• Manage and develop the workforce with their service area.