Assistant Director of Customer Services, Digital - London, United Kingdom - Hackney Borough Council

Hackney Borough Council
Hackney Borough Council
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

About the team


Your team is part of Hackney Council's Customer & Workplace division (an overview of the service structure is available here) The division is responsible for a broad portfolio of high-profile, citizen-facing and corporate support services.

Our work plays a vital role in the experience that residents and businesses have of council services, and our teams work closely with colleagues across all areas of the organisation.


What we do


The Customer Services, Digital & Data teams are responsible for over 1 million customer enquiries per year by phone via the council's contact centre; face-to-face at Hackney Service Centre; online; and through the registrars 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 Hackney's most vulnerable residents who are at risk of homelessness and experiencing financial hardship.


As well as being the first point of contact for the council, our teams have the digital, data and technology skills needed to make sure that we deliver an excellent customer experience, and provide well designed and efficient end-to-end service journeys.


The integration of our customer services, digital and data teams creates huge opportunities to transform the services that our residents and businesses rely upon.

By bringing deep insight into the service user's experience together with sector leading data and analytics, digital technology and design capabilities, these teams are able to identify and implement opportunities to radically improve the customer experience.


About the role


As Assistant Director of Customer Services, Digital & Data you will lead on delivering change that will fundamentally improve the experience of the residents and businesses that use council services, so they can access a range of support that can improve lives.

We are looking for someone who is driven by making things better for people, with ambition, empathy and curiosity


You will be:

  • Passionate about making services better for our residents and businesses
  • Ambitiousthis job is for someone who wants to take on an interesting challenge and be a changemaker
  • A great leader who can build a strong customer focused and collaborative culture across teams
  • Empathic taking the time to fully understand the customer journey and service delivery challenges
  • Ready to immerse yourself in the customer journey, asking the right questions, understanding customer pain points and helping us to challenge our approach to how we do things
  • Collaborative and influential building high trust relationships with colleagues in other service areas to deliver meaningful improvements to the endtoend customer journey
  • Evidence led putting user needs at the heart of everything we do and making data informed recommendations
  • Ready to hit the ground running and able to support your teams in delivering focused, fast paced improvements, ensuring that everyone is working towards a common goal.

About you
We don't expect you to tick every box on our job description.

The most important things we are looking for are:


  • A strong commitment to public service
  • Natural curiosity, openness and optimism (and a bit of bravery)
  • Great people skills you'll have a wide range of different stakeholder relationships to manage and diverse teams to lead and develop
  • Able to lead by example consistently displaying the behaviours you want the team to mirror
  • Excellent communication skills.

Our priorities
Over the next year our priority areas of focus are:

  • Using our data, design and technology capabilities to deliver more proactive council services that help residents access the support they need as effortlessly as possible
  • Working with our colleagues across the council and partners to develop platforms and services for the long term which will help Hackney tackle the biggest challenges of the next 10 years, including the costofliving crisis, housing crisis and ongoing funding challenges across local government.
  • Continuing to invest in our workplace technologies and support processes so that colleagues can be productive from Day 1 and every day thereafter.
  • Maximising the benefits of our investments in simple, secure and reusable cloud technologies.
  • Sustaining our focus on our workforce and talent pipeline, including our digital apprenticeship programme, so that Hackney continues to benefit from a curious, expert digital, data and technology team that actively promotes the Council's values.

What we love about working for Hackney

Some things we love about working for Hackney:

  • Doing work that has a positive impact on residents lives
  • Amazing colleagues who are brimming with enthusiasm and ideas to help improve the services we deliver
  • We are proud of having a diverse workforce that reflects our community
  • We are fair and transparent. We want you to bring your b
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