Head of Service Customer Access
Lancashire County Council
Accrington, Hyndburn, Lancashire, GB
3d ago

Salary £67,722 - £74,238 per annum Permanent Full-Time, 37 hours per week Lancashire County Council are looking for a new Head of Service Customer Access Service (CAS).

Working closely with, and reporting directly to, the Director for Highways and Transport; this is a fantastic opportunity for a customer focused senior manager to have a real impact on the services that the Council provides to the citizens of Lancashire.

In order to be successful in this role you will need to be truly passionate about the provision of exceptional customer service.

With responsibility for operational planning and continuous improvement, you will be experienced and focused, but most importantly, you will place the customer at the heart of our Service every day.

Leading strategically on access through the "front door" into our Authority, you will be responsible for overseeing the millions of contacts we have with citizens each year, both over the phone and digitally.

Demonstrating exceptional leadership, the successful candidate will nurture a working environment that seeks out innovation and fosters an ethos of true customer care.

Motivating, leading and inspiring a workforce of approximately 250, you will provide your service with the toolkit they need to provide excellent and effective customer service, while also developing and supporting them to achieve personally rewarding career satisfaction.

The successful candidate will form an evolving service delivery model that is both aspirational and value for money, fully exploiting the technology available and working closely with partners and other service heads to continually enhance the service we provide to Lancashire.

It is envisaged that the successful candidate will commence employment in the New Year, taking on full duties and leadership of the service with effect from the 1st April 2021.

Key Responsibilities : Provide strategic leadership in the optimisation and execution of Customer Contact management, supporting the strategic objectives of the authority.

Build and maintain high performance teams capable of delivering excellent customer service through improved responsiveness, communication, professionalism and knowledge of our diverse services with a clear understanding of the communities we serve.

Lead by example through excellent people leadership, and management skills. Ensuring the working environment grows in innovation, is flexible to the demands both internally and externally, and is regarded as a good and inspiring place to work.

Lancashire County Council as an equal opportunities employer intends that no job applicant or employee will receive less favorable treatment because of their age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, sex, sexual orientation, race, religion or belief unless this can be objectively justified.

If you think you have the experience, skills and enthusiasm needed to make a success of this demanding role, we'd love to hear from you.

Interviews will be held during the week commencing 04 / 01 / 2021 Job Description & Person Specification Structure

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