Customer Services Lead (Epping Forest District Council)

Essex County Council (ECC) are delighted to be supporting Epping Forest District Council to recruit a Customer Services Lead on a temporary basis for an initial period of 4 months, to start immediately., Working alongside the Team Manager to:

· Ensure the team are ready for the go live date for the insourced Waste Service

· oversee and lead the customer service team who work with multiple departments, ensuring high performance, professional development, and staff motivation.

· Monitor employee efficiency and quality of service and drive innovation to enhance service delivery and customer satisfaction.

· Continue to develop and implement customer service strategies to improve customer experience across services such as waste collection, housing, planning, and council tax.

· Ensure seamless support for key services like recycling and rubbish collection, housing queries, planning applications, and council tax.

· Continue to build and maintain positive relationships with residents, businesses, and stakeholders.

· Manage escalated customer complaints and ensure timely resolution in a professional and customer-focused manner.

This is an opportunity for an experienced and dynamic f Customer Service specialist to lead and enhance our support operations across key services including waste collection, housing, planning and building control, council tax, benefits, business rates, elections, and licensing., ·Experience of leading a team in a customer facing environment, with knowledge and understanding of customer insight and use of technology to deliver business intelligence.

·Educated to degree or equivalent level of qualification, or equivalent by experience.

·Experience of delivering high quality team leadership in fast paced environments and delivering on tight deadlines, with the ability to motivate colleagues.

·Ability to analyse data to inform decision making.

·Evidence of continuing professional development and expert knowledge in relevant professional area

·Extensive experience of working with senior leaders, with an ability to influence all layers of management, overcome resistance to change.

·Experience of complex multi-agency partnership and stakeholder working, ideally having experience of working within a political environment with knowledge of a public sector setting and the nuances involved in being part of a complex environment.

·Excellent levels of expertise in using Microsoft products