We are recruiting an Assistant Director - Data, Digital and Customer Services for a local government client in East London. The Customer Services, Digital, and Data teams handle over 1 million customer enquiries per year, including those made by phone via the contact centre, face-to-face at the Service Centre, online, and through the registrar's 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 the most vulnerable residents who are at risk of homelessness and experiencing financial hardship.
Responsibility
To be the strategic voice of the customer, championing customer focus and driving strategic change to enhance the customer experience and deliver ‘right-first-time’ solutions for residents. Accountable for all aspects of customer service delivery, 24 hours a day, 7 days a week, ensuring that residents and businesses receive a high-quality customer experience.
Qualification – Essential
GCSE Grade (or equivalent) in English Language and Mathematics.
Ideally educated to a bachelor's degree or relevant professional qualification.
Advanced – Microsoft Office (Word, Excel, Outlook), social media, CRM.
Qualifications, Knowledge, and Experience Requirements - Criteria to be Evaluated at the Shortlisting Stage.
Successful candidates will be:
Has a full range of strategic management and leadership skills.
Communicates the potential impact of emerging practices and technologies on organisations and individuals and assesses the risks associated with using or not using such practices and technologies.
Establishes governance to address business risk.
Ensures proposals align with the organisation's strategic direction.
Fosters a culture of learning and growth across the organisation.
Assess the impact of legislation and actively promote compliance and inclusivity.
Advances the knowledge and exploitation of technology within one or more organisations.
Champions creativity and innovation in driving strategy development to enable business opportunities.
Communicates persuasively and convincingly across own organisation, industry and government to audiences at all levels.
Learning and professional development — ensures that the organisation develops and mobilises the required skills and capabilities.
Security, privacy, and ethics — provides clear direction and strategic leadership for implementing working practices and culture throughout the organisation.
Has established a broad and deep understanding of the organisation's activities and practices, as well as a comprehensive understanding of those of suppliers, partners, competitors, and clients.
Essential Compliance Requirements
3 Years References.
A pre-engagement screening is mandatory for this role. Please be prepared for this additional step in the application process.
Diamond Blaque Group, a leading provider in the public sector, is acting as an employment agency for this vacancy. Our organisation is deeply committed to fostering an environment of equal opportunity and diversity in the workplace and ensuring that all voices are heard and valued
