Head of Customer Service and Channel Shift

Job Description
Ipswich Borough Council
-
Ipswich, IP1 2DE
£59,625 - £64,146 per annum
37 hours per week
Permanent
Reference: 0546
You have the opportunity to be the
principal lead and customer service professional
for implementation of the Council's Customer Access Strategy and undertaking the strategic and operational leadership of the Council's Corporate Contact Centre and ensuring effective delivery through the operational management of the centre. This role is unique in its coverage of the Council's digital customer service delivery and innovating ways for customers to channel shift from traditional contact methods to online service access.
You will also have the opportunity to lead on and deliver the
strategic transformation of services through the implementation of technology
on a council-wide basis. As technology plays an increasingly important role in people's lives, we are looking to identify where digital solutions can create enhancements and efficiencies for services while reducing costs. We will also look to you to guide how we can support residents in adopting the online services. Ultimately, this role gives you the opportunity to make our customer service provision sector leading; multi-channelled, multi-disciplined, multi-tooled with a focus on achieving the highest quality for our residents.
Ipswich is a town with a rich heritage and an exciting future. As a regional centre, we play a vital role in Suffolk's economic success. This is the perfect time to join us. We have developed a new corporate strategy and operating model that maximises the many opportunities available to us and defines our core purpose to champion our community and revitalise our town.
We are on an exciting journey as we look to champion our vibrant communities and prioritise the revitalisation of our county town, Ipswich. As part of this, we are looking for a proactive, passionate and positive Head of Customer Services & Channel Shift to ensure our Customer Services are run with the service-user at its heart.
As well as a competitive salary, the council offers:
Local Government Pension Scheme (LGPS) membership
subsidised parking for work and leisure
public transport discounts
free swimming and gym membership
cycle purchase scheme
learning and development opportunities
flexible working opportunities
wellbeing support
lifestyle benefits
the opportunity to work with great colleagues.
Early applications are encouraged as we reserve the right to interview candidates who meet the essential criteria prior to the closing date and / or to close the opportunity to applicants once we receive sufficient applications.
This is a role for a passionate Customer Services professional who will bring a wealth of enthusiasm, supplemented with substantial experience of working with Contact Centre, CRM and web-based technologies. You'll show us your ability to work collaboratively and collegiately across the Council and with partners to achieve our ambitions and serve the people of Ipswich.
To find out more:
For a confidential discussion, contact our retained advisors at Tile Hill:
Maud Hollis 07444 696659
#####
or
Clare Connor (#####) 4080703
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How to apply:
Visit
www.recruitment.ambitionipswich.com
to find out more and apply.
Closing date: 21 April#####4.
About the Team
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