Director of Contact - London, United Kingdom - Reed Finance

Reed Finance

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

This high profile Central Government organisation is recruiting for a Permanent Director of Transformation within a high-profile 24/7 Central Government Contact Centre

Demonstrable leadership within a significant size and complex contact / call centre is essential

To lead the planning and delivery of the Command and Control Service, which operates on a pan London basis, with over 1750 officers and staff and a £100m+ budget.
To shape and oversee the delivery of the Service, which is focussed on the delivery of appropriate first contact with the public through effective, efficient and high quality service delivery.
To be the Senior Responsible Owner (SRO) for a transformation programme, successfully coordinating the portfolio of changes to the Service, in a complex, multistakeholder environment.
To be accountable for the current and future Service Levels and KPIs. Working with operational leaders to identify improvement initiatives for first contact and to ensure that performance and impacts are monitored, managed and improved in line with strategicpriorities.
To provide inclusive leadership and support to senior officers and staff.
To appropriately manage high levels of risk in the Service and to ensure effective service delivery to the public.

This role is a full 5 days in the office at various sites across London as visual presence is essential