Head of Customer Service
Head of Customer Services (Housing)
Hammersmith & Fulham Council, London
£62,678 - £84,255
It’s all about working with our residents and making their homes and the local area a better place.
Hammersmith & Fulham is one of the most popular boroughs in London. We want to ensure it’s a place for everybody that’s safe, clean and green.
Residents are the heart of everything the Council does and one of the priorities is “Doing things with residents, not to them”.
We’re going through an exciting period of transformation within Housing Services and the Head of Customer Services, currently leading a team of 60 staff is key to ensuring we are continually improving service delivery to be more efficient whilst meeting our residents’ expectations.
We brought our repairs customer services back in house in April 2019 and we’re now in the planning stages of expanding the Customer Service Centre to cover all aspects of housing, giving residents a single place to come for assistance for all housing related issues. You’ll support the delivery of this and the wider housing transformation programme which includes opening new digital access channels, renewing our main housing systems and streamlining processes through both our front and back office services.
Working closely with the Chief Housing Officer, the Housing Assistant Directors and their Heads of Service, you will be responsible for ensuring that residents receiving excellent customer service and the voice of the customer is heard and used to shape services. You will champion the use of customer feedback and data analysis to make evidence-based decisions, expand the customer service centre and lead a team that is already high performing and delivers consistently excellent customer service.
You’ll need specialist knowledge of this sector and will have demonstrable experience in customer service at a senior level preferably within housing and repairs. We are looking for someone who is organised, highly motivated, articulate and has a ‘can do’ approach that knows how to inspire others to deliver excellent customer service and make sure that the key deliverables for the service are met. There is the opportunity for flexible working with a blended office and homeworking arrangement available.
If you’d like to rise to the challenge, develop your career and help drive our transformation programme, we would like to hear from you – apply now.
Application is by CV and supporting statement. Please ensure that your supporting statement directly addresses the person specification in the job description. Any applications received without supporting statements won’t be considered.
If you would like an informal conversation about the role then please email Fiona Darby, Assistant Director of Place Services at fiona.darby@lbhf.gov.uk
Closing date: Monday 26 July at 9am.
Interview dates: Thursday 5 August and Friday 6 August.