Job type
TemporaryLocation
AntrimWorking Pattern
Full-timeSpecialism
PolicyIndustry
Government & Public ServicesPay
£39.30 per hour
Assistant Director - Citizen focus, £39.30 per hour, Antrim Area
Your new company
A Large Public Sector Organisation with Sites across Antrim.
Your new role
Citizen focus function is a key service area that ensures there is a strong emphasis on residents, their outcomes and how we improve them and will support the development of services that enable customers to have easier access of services that support the identified needs of communities.
Reporting to the Director of Corporate and Support Services, you will have a pivotal role providing advice support and challenge around all matters where there needs to be customer accessibility, a customer voice, and enabling residents to engage with the council in co-production of council services and democracy. You will drive innovation and improvement from an informed position about the needs of the borough, our performance and the priorities of our partners. Our citizen focus function is a key service area that ensures we place our residents and their needs as our key focus; improving their lives, economic independence and wellbeing in support of our ambition for excellence.
As a member of the Corporate and Support Services Leadership Team, you will lead the directorate and collaborate with senior officers, Members and trade unions, to deliver the council’s objectives and priorities. You will drive change and improvements both individually and collegiately promoting and demonstrating the values and behaviours, whilst driving innovation and high standards.
As a senior leader in the you will drive continuous improvement through corporate planning and performance management; tools that support us in understanding how we place residents at the heart of what we do. You will against our expected values and behaviours, promoting diversity and inclusion whilst driving innovation and high standards to support our aspirations.
MAIN PURPOSE OF THE JOB
1.Lead, implement and drive the organisations aims and objectives in the efficient execution of quality customer centric services through effective and economic corporate strategies, change projects, service improvement and shared services.
2.Increase our focus on shaping our services around customer requirements as valued and respected individuals where our transformation and improvement ambition puts the customer at the centre of everything we do;
2.Increase our focus on shaping our services around customer requirements as valued and respected individuals where our transformation and improvement ambition puts the customer at the centre of everything we do;
3.Fully utilise corporate planning and performance approaches to drive innovation and improvements in our service developments, including the provision of equalities screening and compliance with legislation.
4.Inspire and support an environment that leads on creating, shaping and nurturing the organisation as a desirable place to live and work through considered and effective community and business engagement offering improved opportunities for the coproduction of services along with better communication and engagement between the Council and residents.
5.Increase focus on residents; putting them at the heart of everything we do with a focus on improving outcomes for the people of mid and east Antrim therefore strengthening our relationships with customers.
6.Development of the approach to Digitisation of services and processes, ensuring there is a focus on digital inclusion for all communities and residents, enabling customers to move online, delivering an ambitious access strategy.
7.Creatively exploiting and optimising the use of technology to create a collaborative delivery of services through more accessible channels.
8.Increasing the Councils approach to listening to residents, through formal processes such as complaints but also informal processes through community activities.
9.Support Members, the Chief Executive and Directors on development of taking account of the views of customers, and developing innovative approaches to service transformation that is underpinned by the customer focus.
10.Deliver better value services through well considered alternative methods and beneficial service rationalisation
11.Manage a team of staff focussed on processes that support a customer voice, access and digitisation but also influence other senior colleagues in a renewed approach to considering the customer perspective in everything we do.
What you'll need to succeed
- Degree or postgraduate qualification
- Experience of leading a customer service environment in a public sector organisation.
- Experience of leading customer facing change to a high standard to improve customer services.
- Experience of building high performing teams and providing inspirational leadership that drive a high-performance culture.
- A track record of being innovative, results driven and leading others to perform and transform.
- A proven track record of achievements pertinent to the senior responsibility for Citizen focus services, duties, and competencies necessary for the post, and relevant experience, including:
- A sound understanding of the legislative framework governing the work of the Department.
- A sound understanding of effective methodology of customer focus and outcomes focus
- A sound understanding of development of priorities, performance and improvement / inspection regimes in local government.
- Excellent knowledge and understanding of the main issues of public services and local government.
- Knowledge of transformation methodology that supports significant change.
What you'll get in return
- 3 month temporary position initially
- £75,618.35 (£39.30 per hour)
- Location to be determined, travel between sites will be required
- 37 hours per week
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
