Assistant Director - Customer Engagement

Following a transformative restructuring programme, we are looking to recruit to several senior roles. Focusing on being resident centric, commercially minded, data and performance driven we hope to position ourselves as the best Council in the East Midlands growing an environment where residents enjoy the lifestyle they deserve, in a place they are proud of. 
We value experience and talent, but we are lean and have no space for passengers. You will need to be hungry to get stuck into the projects that we have and be a visible presence within the workplace. 
About the role 

Coming to us at the start of the implementation of our new CRM system you will shape the improvements to our customer interactions that are already managed by our excellent and high-performing team of advisers. We don’t want just to say that we are “customer-centric” and “data driven”, we absolutely want this ethos to be at the heart of what we do and this job is critical to our success. 
You will be expected to: 

Continuously review business processes for the ongoing development and improvement of service to customers, taking into account service developments in other multi-functional front-line organisations in both the public and private sectors.  
-Manage, motivate, develop and communicate effectively with members of the Contact Centre team and, 
-Lead and develop all aspects of our Customer Services Strategy. 
A fuller description of the role (job description and person specification) is attached. For further information, please contact andrea.snodin@gedling.gov.uk 
About the Council 

You might not have heard of Gedling Borough Council. But if you haven’t, we would be disappointed, and you really should look at the work that we are doing. 
Relevant to this post we are actively and vigorously pursuing our list of ambitious major projects including consideration of how we might best continue to deliver environmental, leisure and community services to ensure that our residents can enjoy good physical and mental health; the continued provision of excellent parks and recreational spaces for local people to enjoy; and the on-going work to ensure that our neighbourhoods are safe, modern, clean, healthy and vibrant places to live and work. The list goes on, but you get the idea. 
Gedling is an attractive place to live and work, and the Council offices are situated in an award-winning park within easy reach of Nottingham City Centre and rural Nottinghamshire.
 

Person Specification

Key: D=Desirable, E=Essential, I=Interview, A=Application Form, T=Test, M=Medical
Relevant Experience

Requirement Assessment Criteria

(E) (A/I) Successful track record of managing teams to develop services and improve value for money

(E) (A/I) Experience of effectively managing the performance of individuals, teams and services through use of performance management systems

(E) (A/I/T) Ability to initiate, communicate and implement change

(E) (A/I/T) Evidence of ability to critically review and analyse services and to formulate plans that drive performance

(E) (A/I) Experience of successfully managing a range of complex projects

(E) (A/I) Ability to think creatively and to generate innovative and practical solutions

(E) (A/I) Thorough and up to date knowledge of current and relevant legislation and best practice across the range of functions managed

(E) (A/I) Excellent understanding of the key drivers of performance improvement and efficiency

(E) (A/I/T) Ability to think creatively and to generate innovative and practical solutions

(E) (A/I) Evidence of effective financial management and ability to be creative in the use of resources

Qualifications / Training

Requirement Assessment Criteria

(E) (I) Evidence of a commitment to continuous personal development

(E) (A) Relevant degree, professional or management qualification (equivalent to NVQ level 5) or equivalent gained through substantial and relevant work experience

Job Related Skills

Requirement Assessment Criteria

(E) (A/I/T) Political nous and an ability to work effectively within a political environment

(E) (A/I/T) Proven ability to motivate, influence and develop others

(E) (A/I/T) Ability to build and maintain positive relationships with a range of stakeholders

Personal Attributes

Requirement Assessment Criteria

(E) (A/I/T) Highly developed oral, written and presentation skills

(E) (A/I/T) Honesty and Integrity

Gedling Manager

Requirement Assessment Criteria

(E) (I/T) Meets the standards of the Gedling Employee and Gedling Manager 

Work Circumstances

Requirement Assessment Criteria

(E) (A/I) Ability to work outside normal office hours

(E) (A/I) Ability and willingness to travel both inside and outside the Council area as required