Deputy Head of Customer Contact - Dir 45

As our next Deputy Head of Customer Contact you will have a primary focus on leading and managing the Leeds Library and Information Service - taking on Chief Librarian responsibilities (you will also help to oversee Community Hub functions). This role will drive forward the integration of key services, with customers at the centre of our thinking at all times, to ensure the best possible support is developed and delivered.

You will work closely with the Head of Customer Contact (Face to Face), the Chief Officer (Customer Access) and other key stakeholders to develop and deliver a Library and Information offer within the city ensuring the delivery of high-quality public services which have a positive impact on outcomes for customers and citizens.

The postholder will combine a strategic development role in relation to the Library and Information offer, ensuring that it continues to be a service of excellence; with operational responsibility for the integration of the service into the broader customer access team and the delivery of the day to day function across the city.

The postholder will work closely with the Customer Access Leadership Team and the role will involve significant contact with senior officers, colleagues and members across the Council in a variety of forums and success will require building and maintaining strong relationships with such people., Job purpose Develop and be responsible for the Library and Information offer across the city as part of a more locally determined and integrated service delivery approach. With primary focus on the professional leadership, management and development of the Library and Information offer across the city as part of an integrated customer access approach (taking all Chief Librarian responsibilities).,

• Support delivery of programmes of strategic significance to the Council to deliver services in line with Council priorities.


• Responsible for the development and delivery of the service plan and drive continuous improvement initiatives through leading and contributing to cross Council projects.


• Combine a strategic development role in relation to the Library and Information offer, ensuring that it continues to be a service of excellence, with operational responsibility for the integration of the service into the broader customer access team and the delivery of the day to day function across the city.


• Work closely with the Customer Access Leadership Team and the role will involve significant contact with senior officers, colleagues and members across the Council in a variety of forums and success will require building and maintaining strong relationships with such people.


• Utilise your extensive knowledge and skills, gained working in the library and information sector, to provide professional leadership for the development and delivery of the library and information offer across the city.


• Work with Customer Access Leadership Team and Head of Customer Contact (Face to Face), to deliver an integrated face to face customer access operation,


• Work with partners to ensure Customer Access continues to make a significant contribution to life in Leeds, providing help and support, raising aspirations and contributing to positive outcomes.


• Ensure services delivered as part of a fully integrated approach in line with the ambition of council and partner services working together to provide integrated and accessible services whilst delivering business value for the Council.


• Support overall running of Community Hubs, Library service together with Head of Customer contact.


• Professional leadership, development and management for Library and Information offer as part of the Council's Customer Services.


• Accountable for the achievement of service performance, outcomes, targets.


• Ensure compliance with legislation and, where appropriate, national standards, in pursuit of excellence in service delivery.


• Ensure governance compliance with policies, financial, workforce and procurement procedures in relation to service area.


• Promote and deliver positive solutions to achieving diversity and equality in all aspects of your service delivery, community engagement and human resources areas, focussing on equality of outcome.


• Develop and deliver a Library and Information offer within the city as part of a fully integrated face to face customer access service ensuring the delivery of high quality public services which have a positive impact on outcomes for customers and citizens.


• Develop a customer-focused approach within library and information services that are responsive and flexible with regard to a variety of customer needs, delivered to a high standard and in-line with the Council's ambitions around integrated and accessible services.


• Identify clear objectives for service delivery and develop and performance manage relevant action plans; achieving objectives, targets and outcomes within the approved budget.


• Advise senior officers and Members on local, regional and national library policy and delivery issues and opportunities in relation to the library and information offer.


• Consult with customers and stakeholders to continually improve the services offered and benchmark against other service providers to ensure continued provision of a high quality service.


• Lead and manage a team of professional officers to develop and deliver a professional library offer with a high performing workforce and motivated and trained staff.


• Represent the Council on relevant outside bodies at local, regional and national level, influence thinking and ensuring strong advocacy for the ambitions of the Council and the City.


• Deputise for the Chief Officer or Head of Customer Contact (Face to Face) where appropriate.


• Promote and support the adoption of all policies relating to Information Governance (Information Management, Data Quality, Information Sharing, Data Security, Records Management and Information Compliance) to ensure the council's information is appropriately protected and treated as an asset.


• Lead managers and supervisors within the service to develop a high performing and safe workforce and manage resources to achieve service plan objectives.


• In line with the Budget Management Accountability Framework to be responsible and accountable for all financial resources within the service area ensuring value for money and working within financial regulations.


• Review and monitor the performance of services, systems, budget, teams and individuals against standards and agreed outcomes in a cost effective and flexible way that is responsive to a dynamic local, political and national context.



• The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate to the grade., Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon


• Understand and embrace Leeds City Council Values and Behaviours and codes of conduct.


• Be aware of promote and comply with Leeds City Council policies and procedures e.g., health, safety and security, confidentiality, and data protection.


• Be aware of and support difference ensuring equality for all working in an anti-discriminatory manner, upholding, and promoting the behaviours, values and standards of Leeds City Council.


• Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, ensuring compliance with relevant policies and procedures.


• Able to understand and observe Leeds City Council equality and diversity policies.


• Carry out all duties having regard to an employee's responsibility under Health and Safety Policies.
  
  As Deputy Head of Customer Contact (including chief librarian responsibilities), you will bring to the role:


• Experience of leading and managing library services at a senior level, with working knowledge of public library and information services and the statutory framework.


• Extensive knowledge of the Library sector, DCMS and the Arts Council.


• Up to date and practical involvement in the development of current thinking on the provision of public library services.


• Experience of leading change projects and improved processes for the benefit of the customer.


• Experience of leading on the implementation of new technology to provide improved customer access delivery and business efficiency.


You will work toward our Leeds Best City Ambition, supporting the overall ambition for Leeds to be the best City in the UK - where we work together in partnership to achieve our goals, proud of our strengths and track record of success, but focused fiercely on tackling poverty and reducing inequalities wherever we can.,
• Appropriate professional qualification or equivalent substantial knowledge and experience in the service area.


Working Context - Post holders will work flexibly both at home and at various locations across the City and region. All colleagues should work in line with our hybrid working principles and spend regular time in the workplace to support service delivery, meeting the needs of the team and the requirements of their individual role. The hours are worked mainly Monday to Friday. However, the post holder will be expected to work outside normal working hours, including attendance at evening/weekend meetings or events if required to meet the needs of the service.

Essential requirements It is essential that the candidate should be able to demonstrate the following criteria. Candidates will only be shortlisted if they can demonstrate that they meet all the essential requirements.

• Able to communicate effectively, prepare reports, carry out presentations and communicate at all levels in a business and technical context, adapting style as appropriate.


• Able to work using initiative and make decisions and judgements, managing competing priorities, risks whilst delivering on a range of projects and adapting to changing circumstances and priorities.


• Able to think strategically and apply it to the development of strategy and policy development.


• Committed to providing excellence in customer services.


• Demonstrate a passion for reading and the professional development of library services.


• Skilled in facilitating and encouraging collaboration amongst team members, and capable of motivating teams to maximise performance.


• Up to date and practical involvement in the development of current thinking on the provision of public library services.


• Extensive knowledge of the library sector, DCMS and the Arts Council.


• Extensive knowledge of complaints processes and practices and of undertaking complex investigations


• Detailed understanding of a manager's corporate responsibilities (e.g. Health and Safety).


• Understanding of the pressures facing public services in their drive to improve service delivery.


• Evidence of maintaining and applying up-to-date knowledge of current thinking and developments within area of expertise.


• Experience of leading and managing library services at a senior level, with working knowledge of public library and information services and the statutory framework.


• Experience of leading change projects and improved processes for the benefit of the customer.


• Experience of leading on implementation of new technology to provide improved customer access delivery and business efficiency.


• Experience of preparing business continuity plans in relation to a service area and of implementing them.


• Experience in leading a workforce in the professional development of a library service.


• Experience of successfully managing and monitoring performance and setting clear objectives for the review of individual and service level performance.


• Experience in developing corporate vision, values and strategies and providing leadership to put them into practice.


• Experience in providing visible and supportive leadership and management, which empowers, enables and develops managers and staff in a range of functions to achieve results.


• Experience in promoting the council and the city at a local, regional and national level.


• Experience of preparing, managing and controlling budgets.


• Experience in providing, appropriate professional advice at senior management and political level.


• Experience in leading the development of governance structures and actively promoting them through personal decision making.


• Experience in working effectively with partners to deliver joined-up service delivery and cross service projects.


• Experience in leading, developing and managing partnerships and/or complex programme /project/change environments involving various stakeholders to achieve objectives and outcomes.


• Demonstrate experience and commitment to the engagement of relevant citizens, customers, communities and stakeholders, as appropriate, in decision making processes.


• Experience of strategic planning and service improvement and being proactive in identifying and initiating work to deliver the required outcomes.


• Experience of promoting, leading and implementing change programmes, improving service quality and supporting a culture that drives up standards and performance.


• Experience and leadership in challenging existing ways of working and driving through change.


• Experience in the developing, presenting and implementing strategies, policies, projects and initiatives.


• Experience in driving change and service improvement through involving people, standardising process and implementing new technologies.


• Experience in developing productive working relationships that command respect, trust, and confidence.


• Able to demonstrate examples of managing services and achieving quality transformational outcomes.


• Able to manage competing priorities, ensuring delivery on a range of programmes, and adapting to changing circumstances.


• Knowledge of applicable legislation, regulations, policies, inspections, and performance information


• Detailed knowledge and understanding of economic strategy and policy, understanding of local government political systems and experience of working on politically sensitive issues.


• Experience of senior leadership and management relevant to area of service delivery.


• Experience of strategic and operational resource management including the evaluation of competing priorities and managing accountabilities.


• Significant experience of leading change programmes, driving up standards and performance.


• Significant experience and commitment in relation to engagement in decision making processes.


• Significant experience of developing productive working relationships with Council Members, trade unions and Corporate Leadership Team.
  
  Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.
  
  a competitive salary and annual leave entitlement plus statutory holidays


• membership of the West Yorkshire Pension Fund with generous employer contributions


• flexible and hybrid working arrangements subject to service requirements


• a clear career pathway and continuing professional development opportunities


• a range of staff benefits to help you boost your wellbeing and make your money go further