Customer Service Cluster Manager

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1 London Borough of Camden JOB PROFILE Cluster

2 POSITION TITLE: cluster manager DIRECTORATE: Culture and Environment DIVISION: Culture and customer service JOB FAMILY: SERVICE: service GRADE: PO6 REPORTS TO: Head of s JOB PURPOSE/CONTEXT Lead, advise and manage a team of customer service team leaders with expertise in, and responsibility for, front line service delivery across a cluster of aligned services. Ensure the specialist delivery needs of each service and their customer pool are balanced with the provision of cost efficient and customer focussed service access. PRINCIPAL ACCOUNTABILITIES (Key Results Areas Measurable) 1. Take responsibility for and lead the front line delivery of a number of service areas providing a coordinated cluster of services in a consistent, efficient and customer focussed manner and achieving set access targets and ongoing improvements in the customer experience. 2. Key responsibility for direct stakeholder relationship management with professional service areas within the assigned service cluster to ensure successful delivery of front line services to quality and quantity targets agreed with the Head of customer service and development team manager. 3. Act as the service lead and project manager of one access channel (telephony, channel shift or face to face access) responsible for the development and delivery of the customer service strategy and operational working of the assigned channel, including equity of access for hard to reach customer groups. 4. Contribute to the development and manage the delivery of key performance indicators across the group of team leaders, delivering a service which is in line with the overall customer service strategy and set performance measures. 5. Lead, manage and motivate employees across the variety of service areas within the assigned cluster to effectively deliver service objectives, ensuring coaching, appraisal and management systems are embedded and relevant HR procedures are adhered to. 6. Communicate and lead in the development of a performance and customer focussed culture where work processes, staff attitudes, IT systems and management approaches combine to maximise positive outcomes for the customer and minimise complaints.

3 7. Regularly evaluate and assess the operational working of the assigned service cluster alongside the service development team manager and other service cluster managers to successfully deliver a rolling programme of service improvement projects. 8. Influence, liaise and negotiate with professional service areas to ensure the processes and systems linking the front and back office are managed seamlessly and in a way which delivers value for customers in resolving enquiries. 9. Provide expert advice and report on the Council s delivery of front line services for both senior managers and Council executives and for staff in the cluster team act as the primary authority on service processes, advice and coordinated delivery across the cluster. 10. Manage assigned expenditure budget ensuring funds are appropriately allocated, spending is cost effective and planned budget is adhered to. 11. Collaborate with other services and contribute to the development of wider Council strategic policies and programmes ensuring the success of the organisation as a whole. 12. Ensure activities meet and integrate with organisational requirements for quality management, health and safety, legal stipulations, environmental policies and general duty of care. STRUCTURE AD Culture & SM3 Head of SM3 Head of Library Other culture service heads Housing (Telephony lead) Environment (Channel Shift lead) Entitlements (F2F lead) PO6 x4 (processing) x1 x3 (processing) x2 x3 (reception) x2 PO2 Officer x6 x45 (processing) x5 x36 (processing) x23 x33.5 (reception) x23 SO2 Officer x2

4 KEY DECISIONS delivery and performance management Liaison with broad range of service areas to identify approach for coordinated front line service delivery Recruitment, development, succession planning and performance management of staff KEY CHALLENGES Requires ability to manage a team of customer service staff to deliver a service which focuses work processes, service performance and staff attitudes and behaviours on improving outcomes for customers whilst balancing their needs alongside Council budgets. COMMUNICATIONS AND WORKING RELATIONSHIPS Expected to respond to senior manager and Cabinet enquiries in relation to the service and provide expert advice on the assigned service cluster. Required to network broadly across the Council and particularly with professional service leads to maintain awareness of changes in agenda, approach or restrictions on service delivery and make arrangements to adjust front line service delivery accordingly. Adjust communication and stakeholder management style in order to balance liaison on behalf on the service cluster with staff leadership, motivation and advice on details of service delivery. DIMENSIONS Direct line management of approximately 5 staff, indirect management of Coordination and front line delivery of a group of integrated services (4-9 service areas within the cluster) QUALIFICATIONS Desirable qualifications or training required in one or more of the service areas within the cluster where knowledge of this service will determine understanding of its delivery. KNOWLEDGE Cultural change and staff motivation Front-line customer access processes, people and performance management Integrated service delivery Business process review Public service agenda s e.g. customer focus

5 SKILLS Excellent people management skills and understanding of their application within a front line customer access environment Excellent project and change management skills EXPERIENCE Working in a fast paced environment Successful delivery against service level performance systems Establishing a customer focused service and instilling a performance culture Negotiation and setting of service delivery standards in line with needs of multiple service areas Project management and delivery BEHAVIOURS Model Camden s WoW s at all times and ensure staff follow this example in all aspects of their work From Camden s behaviours framework: Core Behaviours L3 (These should be the main focus for Recruitment, MIP measurement, Personal development for this post) Adaptability service Drive improvement Working together Leading people Additional behaviours L3 Organisational awareness Building support

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