Role Profile. Directorate Corporate Support Department Customer Service and Business Transformation

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1 Role Profile Job Title Head of Customer Service Job No. (Office Use) C6029 Band/Band Range-(for career grades) Grade J Directorate Corporate Support Department Customer Service and Business Transformation Division Customer Services Section Reports to (Job Title) Assistant Director for Customer Service and Business Transformation Competency Job Type Operational Leader Suitable for Job Share (Y/N) No If No reason This role sets direction and manages key staff, for which continuity is essential. Page 1 of 8 Updated on 02/06/2010

2 Location Civic / Ballard Shift Pattern n/a CRB check required Yes - enhanced The post holder is responsible to lead and manage the activities for the day-to-day operations Customer Services division (Contact Centre and Counter Services). Job Purpose The post holder has responsibility for ensuring Service Level Agreements are met and that higher quality service is achieved and adhered to including coordinating ways to optimise the council s ability to resolve customer issues, improving processes and services as required. The post holder will work closely with the Assistant Director for Customer Service and Business Transformation, other Officers and Members to deliver the Council s vision and corporate improvement priorities.. The post holder will contribute to nominated corporate initiatives, programmes, projects and policies. This post may involve working with children and vulnerable adults. Page 2 of 8

3 Decision Making The post holder has overall responsibility for the day-to-day operations of Customer Services, and leads the Customer Service Managers to deliver this on a daily basis. In addition, in conjunction with the Assistant Director for Customer Services and Service Transformation: 1. Recommending decisions to Members and CMT around front-line customer service delivery and future customer delivery options for the Council. 2. Recommending decisions which will improve the relative position of the Council in comparison to other local authorities. 3. Continuous measurement and improvement of front-line customer service processes, including key decisions on services to improve the consistency, quality and efficiency of services in areas where demand is increasing. 4. The postholder will take customer feedback into account when making decisions to ensure that the service provides the most appropriate service to meet all customer needs, including those of hard to reach or disadvantaged customers. Making informed, timely and appropriate decisions for the benefit of the people of Plymouth whilst ensuring a culture of transparent decision making. The post holder keeps the Assistant Director Customer services and business Transformation appraised at regular meetings of issues in this area affecting performance and service development, proactively suggesting solutions where there is a need for a longer-term solution to address more complex problems. The post holder also: Attends monthly local union update meetings Resolves ad hoc queries from Team Managers reporting into them as they occur. These are connected with either: escalated customer complaints or staffing shortages, which require re-organising people to bridge any gaps; i.e. someone who normally answers queries on waste, may be asked to help out answering first tier Social Care calls. Reviews processes to identify blockages and implement adjustments, which ensure smooth running of the area. E.g. Trend data may predict a higher number of calls than usual being taken by one area and it may be necessary to increase the number of Helpdesk Advisers taking those calls The post holder has monthly meetings with service managers in all client departments, such as Social Care, Revenues and Benefits and Waste, to review Service Level Agreements, establish any future issues and proactively identify possible solutions. The post holder attends Senior level Management meetings with the line manager when operational concerns that cannot be dealt with at regular meetings are highlighted. Page 3 of 8

4 Accountabilities Role Responsibilities Contribute to the construction of a service plan that aligns to the Corporate Plan and priorities. Responsible for the implementation of the service plan. Contribute to the development of a strong corporate customer service culture, where effective performance management delivers improved services which focus on the needs of customers and the wider community. Promote and lead collaborative relationships with partners that deliver new and innovative approaches to tackling service and or cross cutting issues and secure improved outcomes for Plymouth citizens, ensuring they are aligned to the wider vision and priorities for Plymouth and articulated and delivered through the Corporate Plan, Sustainable Community Strategy and the Local Area Agreement. The postholder will also lead the region-wide contribution of PCC to knowledge and experience sharing partnerships. Deputise for the Assistant Director in his/her absence, for own service responsibility, to cover senior management responsibilities of colleague(s) in some corporate activities and on an individual/adhoc basis as required Ensure compliance with, and best practice against, relevant legislation, regulation, and government and Council policy, in order to secure organisational performance improvement and increased customer satisfaction. Assess emerging customer services business improvement technologies and trends and assess the opportunities they present to enhance the business processes of the Council. Page 4 of 8

5 Accountabilities Manage the customer service department delivering face to face, over the phone and web based service to a wide variety of customers. This includes responsibility for managing the associated budget m and to ensure the delivery of market leading customer service, as defined by value for money and customer satisfaction. Respond to customer feedback to help continually improve processes and performance. Responsible for the collection and communication of management information on customer service delivery to ensure CMT, Members and relevant managers are aware of customer service performance and to support the development of a strong Corporate Customer Service culture. Ensure this information is proactively used in continuous improvement processes and ensure PCC complies with DCLG / Cabinet Office national standards for service delivery and benchmarking. Represent the front-line customer service element in working harmoniously with other service areas to ensure that the customer service team can deliver the best, most efficient and effective service possible to our customers. Ensure smooth integration of new services into a single, harmonious contact centre. Lead by example in managing all customer service staff (3 Direct reports, 90 indirect reports) to ensure that they work in a challenging, performance and customer focussed culture with an unbending focus on consistently excellent customer service delivery and ensure that the Customer Service management team is an exemplar within the organisation for staff management in terms of providing staff support and development opportunities, succession planning, attendance management, disciplinaries and staff involvement in service planning. Take a lead role in promoting the values and importance of, and participation in, Customer Service initiatives to the whole organisation, such as Customer Service Excellence. Play a critical role in the joining up of the Customer Service and Revenues and Benefits service to enable optimum delivery of front-line Revenues and Benefits advice via the established customer service channels. Lead the Council s contribution to regional forums, including Devon Local Government Customer Service Management. Manage the corporate feedback system, process and reporting. Ensure that the organisation demonstrably learns from customer feedback and uses it as part of continuous process improvement. Ensure One Council reporting is in place to include all social care (adult and childrens) statistics are included. Work across the organisation to ensure the Council is easy to access, easy to do business with and easy to get first time resolution. Plan to achieve an 80% first time resolution rate for mature services through the customer service team. Focus on accurate statistics about our cost to serve and cost per contact and produce realistic action plans with staff for how to maintain, or where possible, reduce this cost to the Council. Plymouth City Council is committed Contingency to providing management access, aids, managing adaptations unexpected and alternatives and wherever unpredicted possible events and reasonable e.g. taking adjustments and directing to enable action disabled in people to fulfil response to computer failure, excessive call loads or staff shortages. Page 5 of 8 Undertake other duties as directed and commensurate with the grading of the role.

6 Demands Driving Service Improvements: Plymouth has set itself an ambitious vision for the future with challenging targets and objectives across all services and this role will make a significant contribution to delivering this vision and moving the whole city forward by assisting in the standardisation of support services through implementing service level agreements, reengineering processes and improving customer focus through front line services. Breadth of Role: The post holder s responsibilities cover a wide range of activities within the service with decisions impacting at one end of the spectrum on the immediate day-to-day quality of services, and at the other the Council s financial stability and opportunity to fund and support the ambitious growth agenda. Building Partnerships: Successful delivery of many of the Service s functions are also reliant on successful partnership working cross departmentally, with Government and other public agencies, the private sector, community and voluntary sector, staff and Trade Unions. The post holder must have the ability to develop and maintain effective partnership working, credibility in the eyes of these partners and stakeholders and have the ability to build trust and cooperation across the full range of activities. The post holder has a strong outward facing role in the Council and will have a significant impact on partner s perception of the Council. Prioritisation and Budget Management: In the context of the Council s medium term financial position prioritisation of services across the Council and within the Department is a key challenge, particularly in an area of activity that affects the service department s ability to fulfil their ambitious agendas. Working Conditions This post is office based, but will frequently require travel to attend meetings both locally, regionally and nationally. There is occasional exposure to disagreeable or unpleasant people related behaviour. Page 6 of 8

7 Experience, Knowledge and Qualifications Essential Extensive experience of Working at management level in a customer service contact centre or similar environment Managing complex operational issues and the impact on business development and operational service delivery Service Development and management in a customer services context, with a proven track record in managing and implementing change working in multi-discipline and cross-organisational groups including joint working partnership planning with agencies, such as Health, Voluntary Services and Private Sector managing and motivating staff in a customer care setting, including setting targets for staff development collating and presenting information for management purposes budget management and financial planning working within the Data Protection Act and understanding the implementation for the service Demonstrate an understanding of IT issues and uses of IT in managing innovation and change Knowledge of customer service practices Knowledge of performance management processes Achievement of or working towards a management qualification CMS / DMS / MBA or equivalent Evidence of continuous professional development Desirable Customer Services Management qualification Experience in planning, organising and implementing the full range of recruitment and selection procedures. Skills and Technical Competencies - Forward planning and problem solving is required for the day-to-day operational management of staff arranging workload and rearranging resources due to staff absence. Sets targets and standards to establish and maintain a quality service - Highly developed communication skills are required as the post holder manages a large team and is responsible for the resource issues within that team. Develops and maintains a working relationship with other Council departments and external agencies - Analytical skills are used to prepare information and interpret data and statistics into reports, which may be presented at Committee or Departmental meetings - Organisational skills are required to set up systems and processes, being able to prioritise own and others workloads - Keyboard skills required to create and respond to letters and s and compile reports Page 7 of 8

8 Corporate Standards Act at all times in accordance with appropriate legislation and regulations, codes of practice, the provisions of the council s constitution and its policies and procedures. Work within the requirements of the Council s Health and Safety policy, performance standards, safe systems of work and procedures. Undertake all duties with due regard to the corporate equalities policy and relevant legislation. Page 8 of 8

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