Head of Customer Contact

One borough; One community; No-one left behind

Barking and Dagenham is a New Kind of Council. Over the past four years we have gone through an ambitious transformation programme to ensure we are capable of delivering real change with our community. We have already transformed the ways that we work and have received a great deal of recognition for our advancements. Over the past 12 months our improvements have resulted in us winning LGC Driving Growth award and Council of Year in 2018 and LGC Entrepreneurial Council of the Year 2019, there is still more to do and we are now looking to transform the way that we care for our customers. 

Key to this, is developing a new relationship with our residents, putting them at the heart of everything we do.  We have recognized that our customer processes, policies and most importantly our culture needs to change to make this happen. The role of Head of Customer Contact is a new one and will be the Customer Champion to make sure customers have a strong voice in developing services across the Council. You will lead on the development of the customer experience, ensuring the Council operations work holistically and in a joined-up manner, providing a best in class service to any customer. To do this role successfully you will need to know what it takes to transform a service with the latest tools, technology and thinking. We need you to redesign our customers’ journey through the organisation to get their needs met as effectively as possible. In February 2020 our current customer services will be transferring back into the Council from our current provider, you will be instrumental in developing these services and shaping them for the future

The role will work across a broad range of operational and strategic stakeholder relationships, making decisions on delivery and providing guidance to key strategic decision-makers to secure the successful delivery of Council services, proactively identifying areas for improvements and developing a continuous cycle of improvement. The Head of the Customer Contact has the responsibility and authority to work with the Senior Leadership Team and challenge programme delivery.

To be suitable for the role you need to be customer focused with the ability to lead, inspire and drive through change within a complex organisation.  A track record in senior management roles and of improving performance in a customer focused setting is essential. Most importantly is a willingness to work in a non traditional environment and to enable new ideas.

For more information about Barking and Dagenham, the interview processes and to see the job description please refer to https://allenlanerecruitment.wixsite.com/lbbd or contact Will Ryan at Allen Lane on 0203 031 9635 for a confidential conversation.

To apply, please send your CV and cover letter to lbbd@allenlane.co.uk by by Monday 15th July. The cover letter should be no more then 2 pages and should include why you are interested in the position and why you believe you are suitable.