Head of Support Services - Customer Channelling

HEAD OF SUPPORT SERVICES - CUSTOMER CHANNELLING

18 month Fixed Term Contract

Band 6: up to £59,500 per annum

Location: County Hall, Chelmsford

THE ROLE

The post holder has overall responsibility for the management of an efficient and effective Support Services Help Desk and to lead on driving the "customer channelling" agenda. They will coordinate and integrate the work of the various delivery teams to drive continuous service improvement through the on-going development of people, processes and technology, and support the introduction of new models of service. They will also be accountable for the delivery of the Support Services Customer Channelling strategy (this will include all support functions within Corporate and STC).

The post holder will be required to contribute to the inception, definition and implementation of alternative models of delivery for the services under his/her control.

JOB PURPOSE SUMMARY:

To lead on and advise the Organisation on best practise Support Service Help Desk activities, to support the management of change within the function to promote and action innovative approaches to business process and to advise customers and colleagues internally and externally on the capabilities and benefits of all aspects of helpdesk practise. This will translate to tangible savings in support services through the realisation of lowest cost channel routes and better service to the customer through a more agile and responsive customer enquiry desk.

Core Accountabilities

- Lead the organisation to a high-performing, customer-centric culture through exemplar behaviour in accordance with ECC's Values and Behaviours, including ECC's Core Leadership Behaviours.
- Lead employees in working flexibly and collaboratively across structural boundaries as part of project or process teams, or in support of key functional outputs, regardless of where they sit within the organisation.
- Lead the development of organisational capability through good people management, including the training, development, mentoring and coaching of team members.
- Thinking creatively, challenging the norms, and constructively challenging those around them (including those more senior) to ensure continuous improvement, commercial astuteness, and inspire the same in employees.
- Ensure the proper assessment, management and mitigation of risk, including Health and Safety and Business Continuity.
- In addition to your head of function role, lead project or process teams as required under the new, Matrix managed, operating model, ensuring excellent cross functional output.

ROLE SPECIFIC ACCOUNTABILITIES

- To lead on the delivery of a cost effective high quality Corporate Help Desk service to Customers ensuring VFM and high customer satisfaction. This will include seeking out best in class practice from elsewhere and seeking to substantially reduce the cost of enquiry management and customer channelling within support services.
- To leaddelivering clear service standards and performance measures, aligned to benefit realization metrics within the support functions.
- Accountable for the Support Services Customer Channelling strategy including delivery of the strategy and that it is consistent with the ECC Channel Management Strategy to ensure Corporatethis may include alternate commissioning strategies for enquiries and customer channels.
- To lead and develop a high quality Support Services Help Desk function including utilizing and managing systems, generating service reports and MI to Customers.
- To measure the success of the area of functional responsibility and proactively address any shortfalls in service through the delivery of timely and effective improvement actions.

Working for Essex welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Working for Essex is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.