Head of Customer Service & Channel Shift

This role is unique in its coverage of the Council’s digital customer service delivery and innovating ways for customers to channel shift from traditional contact methods to on-line service access.

You have the opportunity to be the principal lead and customer service professional for implementation of the Council’s Customer Access Strategy and undertaking the strategic and operational leadership of the Council’s Corporate Contact Centre and ensuring effective delivery through the operational management of the centre. This role is unique in its coverage of the Council’s digital customer service delivery and innovating ways for customers to channel shift from traditional contact methods to on-line service access.

You will also have the opportunity to lead on and deliver the strategic transformation of services through the implementation of technology on a council-wide basis. As technology plays an increasingly important role in people’s lives, we are looking to identify where digital solutions can create enhancements and efficiencies for services while reducing costs. We will also look to you to guide how we can support residents in adopting the online services. Ultimately, this role gives you the opportunity to make our customer service provision sector leading; multi-channelled, multi-disciplined, multi-tooled with a focus on achieving the highest quality for our residents.

Ipswich is a town with a rich heritage and an exciting future. As a regional centre, we play a vital role in Suffolk’s economic success. This is the perfect time to join us. We have developed a new corporate strategy and operating model that maximises the many opportunities available to us and defines our core purpose to champion our community and revitalise our town.

We are on an exciting journey as we look to champion our vibrant communities and prioritise the revitalisation of our county town, Ipswich. As part of this, we are looking for a proactive, passionate and positive Head of Customer Services & Channel Shift to ensure our Customer Services are run with the service-user at its heart.

As well as a competitive salary, the Council offers Local Government Pension Scheme (LGPS) membership, subsidised parking for work and leisure, public transport discounts, free swimming and gym membership, cycle purchase scheme, learning and development opportunities, flexible working opportunities, wellbeing support, lifestyle benefits and the opportunity to work with great colleagues.  

Early applications are encouraged as we reserve the right to interview candidates who meet the essential criteria prior to the closing date and / or to close the opportunity to applicants once we receive sufficient applications. 

This is a role for a passionate Customer Services professional who will bring a wealth of enthusiasm, supplemented with substantial experience of working with Contact Centre, CRM and web-based technologies. You’ll show us your ability to work collaboratively and collegiately across the Council and with partners to achieve our ambitions and serve the people of Ipswich.

Visit www.recruitment.ambitionipswich.com to find out more and apply. Or, for a confidential discussion, contact our retained advisors at Tile Hill: Maud Hollis 07444 696659 maud.hollis@tile-hill.co.uk or Clare Connor 0161 4080703 clare.connnor@tile-hill.co.uk

Closing date: 21st April 2024

Location

Grafton House

Salary

£59,625 – £64,146

Application closing date

21st April 2024
 

Job type

Full time

37 hours per week

Permanent

Office

Ipswich Borough Council

Grafton House
15-17 Russell Road
Ipswich,
IP1 2DE

Contact Us

  • 01473 432000