7 months contract with a Local Authority Job Purpose To be responsible to the Divisional Director as a Head of Service to lead and manage the Housing Service Centre of approximately 58 staff, with responsibility for setting the strategic direction, planning and coordination of work. To contribute to the embedding of the Council’s operating model and drive the Customer Access Strategy enabling channel shift for the organisation to achieve its priorities. Key Duties/Accountabilities Responsible for strategic and operational delivery of the Housing Service Centre for the Council’s Housing Management Division Lead on the delivery of the organisation’s Customer Access Strategy and Target Operating model to enable the division to achieve its priorities. Use organisational and sector insight to shape the organisation’s business analytics with the aim of connecting people, customer data with performance data to support the business in its decision-making. Sponsor and evaluate delivery of customer service projects across the organisation. Develop strong and trusted partnerships with the organisation’s senior leaders, leading the resolution of complex customer experience issues, confidently challenging leaders based on own professional expertise, and joining up effectively with other functions to provide pragmatic solutions. Maintain a long-term view of the organisation’s direction; shaping, reviewing, and aligning service activity to ensure cost-effectiveness Essential Experience Required Experience of managing teams to achieve high performance targets and excellent customer service is essential. Experience of using data insight and customer segmentation to transform and reposition services, including digitalisation of service deliver is essential. Essential Qualification Required A relevant professional qualification/professional membership, such as Institute of Customer Services, Prince2 project management, Lean Systems Thinking or relevant experience of leading transformation in a customer focussed environment is essential. Additional information to note Working hours: 35 hours per week. The closing date for this position is 23rd January 2025.