Head of Customer Service and Business Support

Are you a leader? Someone who can build and shape complex services and teams to deliver outstanding support to customers?  Come to Waltham Forest and forge your career in our highly regarded, integrated business support and customer services directorate.  We are looking for a head of service who will lead and develop teams to ensure the development and delivery of modern, digitally enabled services that prioritise customer experience.  Your commitment and expertise will support the ongoing transformation of the Council and enhance services to all residents and service users. 

About Waltham Forest

There is a real buzz about Waltham Forest. Bursting with culture, energy and opportunity, Waltham Forest is a place people want to live, raise a family and start a business. We are fundamentally changing the way we work, building relationships, connecting people, harnessing our unique opportunities and the power of new technology to create strong, sustainable and self-reliant communities.

Waltham Forest is one of the greenest and fastest growing areas in the Capital, Council of the Year 2019 and London’s first Borough of Culture. With fantastic connectivity, huge investment potential and limitless ambition Waltham Forest is a great place to live and work.

The borough has excellent transport connections and represents the best of both worlds in London; the City 10 minutes to the South and the Epping Forest 10 minutes to the North. Good schools, great parks, vibrant culture, regeneration and local entrepreneurs make Waltham Forest a community that people want to call home.

About the role

To deliver this radical future, we are recruiting a Head of Service to join the management team of our Business Support and Customer Services Directorate.  We are a 400 strong team that, as the backbone of the Council, provide centralised corporate and dedicated service based support, as well as many of our resident facing services like libraries, registrars and events.

Reporting to the Director, you will contribute to the strategic direction of the service, develop the culture and ways of working that will underpin successful performance and lead and manage teams, projects and resources to deliver outstanding support to both internal and external customers.  In particular, you will drive transformation, modernisation, digitisation, efficiency and a commercial approach across your service areas.  You will engender a customer first approach, placing customer experience at the heart of everything you do and ensuring the Council can deliver for the future.

About you

This is an important leadership role transforming and improving services at the heart of the Council’s delivery for the future.  To succeed it is vital that you are able to evidence successful experience of leading, nurturing and developing teams delivering services to a wide range of customers. 

You will be adept in delivering change and able to lead important project work. Process improvement will be an important skill, supported by your natural curiosity and desire to achieve better outcomes for customers, whether they are internal or external.  We are looking for someone who is a persuasive and influential communicator with outstanding interpersonal skills.  Your background is unimportant and we are not necessarily looking for people with an understanding of local government. Your attitude, customer commitment and ability to lead are what matters.

How to apply

Please contact Mark Bearn of HAYS Executive on 07872 672290 to find out more, or email mark.bearn@hays.com  Click on the apply button to access a role profile and further information about the Council and application process.  The closing date for applications is Monday 9^th August.