APHA is a brilliant place to work where our people feel valued, have a voice and can be their authentic selves. We value difference and diversity, because it will help us be more innovative and make better decisions.
Do you have the ability to influence others and guide your team in a shared strategy?
Are you an effective and engaging communicator with the ability to build and manage relationships?
If so, we have an exciting opportunity available and would to hear from you!
As the Head of Customer Service Centre, you will have overall responsibility for the leadership, performance, and delivery of Customer Services across APHA’s Customer Service Centres. You will provide strategic direction to ensure a consistent, efficient, and effective service is delivered to customers meeting and exceeding APHA performance standards.
You will be responsible for the performance and budgetary management of the Customer Service Centres, ensuring that all activities are delivered in accordance with policy, business plans and performance targets, while constantly seeking to improve efficiency, customer service and value for money.
You will be expected to role model and promote proactive leadership, embedding the necessary performance improvements and culture changes across the Customer Service Centres.
Additionally, you will be required to build effective relationships with key industry stakeholders/ customer groups and policy colleagues to promote joint working and shared responsibility in both the provision and refinement of existing routine transactional activity and in the development of new ways of working.
You will also be required to contribute to the design, development and implementation of policy initiatives and reforms, undertaking key roles on project teams and working groups.
For an in-depth insight into the role please refer to the attached Job Description.