Head of Customer Service & Libraries



  • Location


  • Job type


  • Sector

    Local Government

  • Job ref


  • Expiry date

    18 November 2019

  • Client


Ref: GSi60819

We are looking for a candidate who will work with the Assistant Director to develop and lead the Council’s Customer Services and Libraries through a significant transformation of digitalisation and improvements whilst ensuring customer service standards are maintained and improved. The candidate should have extensive experience in transforming and delivering a programme of change. This will include the Councils cultural change programme along with developing and delivering the customer first program. Looking to deliver customer service in a streamline efficient way will include extensive channel shift and a digital programme to improve our customer journey using appropriate technology and developing a single point of access wherever possible. Experience in delivering data and digital customer service-based transformation programmes in the public section is essential.  Duties will include but not be limited to:

  • To lead and be responsible for the customer services, libraries and translation and interpretation services and ensure the delivery of excellent customer focused services for our residents.
  • To deliver a programme of digitalisation transformation in Customer Services and drive improvements and channel shift whilst ensuring standards remain high.
  • To work with Directorates and stakeholders to deliver the Council’s aim to be a customer orientated organisation, including diversity and inclusion initiatives.

This role will be for 3-6 months, inside IR35 c£500.

How to Apply

To apply for this role, please submit an up to date copy of your CV, along with a Supporting Statement that addresses the criteria set out in the person specification, using examples to demonstrate how you meet the essential requirements. Please provide your home, work, mobile and email contact details and let us know of any dates when you are not available or where you may have difficulty with the indicative timetable. You should also provide the names, positions, organisations and contact details for two referees, one of whom should be your current or most recent employer. If you do not wish us to approach your referees without your prior permission, please state this clearly.

Once you have submitted your application, you will receive an automated email to confirm that you have applied. If you do not receive this email, please make contact with GatenbySanderson.

Contact details
Anton Ramdhanie: 07384 253674