Head of Customer Contact (Face to Face)

As our next Head of Customer Contact (Face to Face) you'll be at the forefront of the strategic work being done in the Council to improve outcomes for local people and improving their experience of interacting and working with the Council. To do this, you will be operating at a strategic level with Council colleagues and city partners to deliver integrated services at a city and local, community level, which are delivered in an efficient and effective manner. The role reports to the Chief Officer Community Hubs, Welfare and Business Support and is a key member of the Chief Officer's Leadership Team., Job purpose Support the Chief Officer Community Hubs, Welfare and Business Support in the strategic leadership and management of Face-to-Face Services within Customer Access and Welfare. These include Face to Face Customer Services (including Job Shops), the Library and Information Service, Interpretation and Translation, Welfare Rights and the Financial Inclusion Team. Ensuring service delivery meets the required performance standards and the statutory duties of the authority.,

• Responsible for leading management of services and supporting the leadership of cross-cutting projects and priorities as agreed with the Director.
• Lead, promote and deliver positive solutions to achieving diversity and inclusion in all aspects of your service delivery, community engagement and human resource areas, focussing on equality of outcome.
• Lead and oversee a major area of Customer Access and Welfare Services within the Communities and Environment Directorate, ensuring delivery meets the required performance standards and the statutory duties of the authority.
• Work as part of the Customer Access and Welfare Senior Leadership team, you will live and model values and behaviours to help achieve our ambition to become the best city council in the country and our aspiration, shared across our partners, to tackle poverty and inequality, while ensuring excellent access to services and high performance levels amongst your teams
• Strategic leadership and management of Face to Face Services within Customer Access and Welfare. These include, Face to Face Customer Services (including Job Shops), the Library and Information Service, Interpretation and Translation, Welfare Rights and the Financial Inclusion Team.
• Drive best financial practice, innovative solutions and new ways of service delivery, working in accordance with budgetary provisions and with the ambitions of the Council as set out in the Best Council plan.
• Planning, delivery and technical requirements for the group of services being managed: Face to Face Customer Services (including Job Shops), the Library and Information Service, Interpretation and Translation, Welfare Rights and Financial Inclusion
• Support the Chief Officer by leading a major area of the Service in delivering high quality, efficient services that meet the objectives and strategic priorities of the Council and government and legislative standards
• Responsibility and accountability for developing appropriate, proportionate and effective service delivery solutions that enable integrated and accessible services to the citizens and communities of Leeds and deliver social outcomes.
• Drive best financial practice, innovative solutions and new ways of service delivery, 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.
• 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.
Qualifications Appropriate professional qualification or equivalent substantial knowledge gained through significant managerial experience across 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.,
• Understand and embrace Leeds City Council Values and Behaviours and codes of conduct.
• Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon
• 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 the Head of Customer Contact (Face to Face), you will be expected to bring to the role:
• The ability to work collaboratively; develop and manage highly effective relationships that command respect, trust and confidence in the post holder, the council and the city.
• A proven record of high achievement in a senior leadership role, having vision, passion and resilience.
• Knowledge and understanding of the planning, delivery and requirements for the group of services being managed.
• Experience of working on politically sensitive issues including significant experience of developing productive working relationships with Council Members, trade unions and Corporate Leadership Team.
• Evidence of significant experience and commitment in relation to the engagement of relevant citizens, customers and stakeholders in decision making processes., Able to work collaboratively; develop and manage highly effective relationships that command respect, trust and confidence in the post holder, the council and the city.
• Proven record of high achievement in a senior leadership role, having vision, passion and resilience.
• Knowledge and understanding of the planning, delivery and requirements for the group of services being managed.
• Detailed knowledge and understanding of economic strategy and policy, understanding of local government political systems.
• Experience of working on politically sensitive issues including significant experience of developing productive working relationships with Council Members, trade unions and Corporate Leadership Team.
• Evidence of significant experience and commitment in relation to the engagement of relevant citizens, customers and stakeholders in decision making processes.
• Significant experience of developing productive working relationships with Council Members, trade unions and Corporate Leadership Team which commands respect trust and confidence
• Demonstrate knowledge of applicable legislation, regulations, policies, inspections and performance information and relevant strategic functions e.g. health, safety and security, confidentiality and data protection.
  
  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
If you have any queries or would like an informal chat about the role please contact Lee Hemsworth, Chief Officer Community Hubs, Welfare and Business Support via Teams. We promote diversity and want a workforce that reflects the population of Leeds. Leeds City Council is recognised in Stonewall's Workplace Equality Index 2024. We are also an Age-friendly Employer, a Mindful Employer and a Disability Confident Leader. All new Leeds City Council appointments are made subject to the satisfactory completion of a six-month probationary period.