Head Of Frontline Operations WCC618711

Job Details:

Salary range: £74,688 - £83,331 per annum
Work location: Westminster City Hall, 64 Victoria Street, Westminster, SW1E 6QP
Hours per week: 36
Contract type: Permanent
Closing date: 10 November 2024
Contact details for Informal discussion: Heather Catherine Clarke, Director of Housing Needs, via email: # Us:

THE EXTRAORDINARY STORY OF LISA'S DRIVE

Housing in Westminster City Council is a world of extraordinary stories. Where reactive and passionate people are dedicated to enhancing services and creating real connections.

Take Lisa for example. The impact she's had at her contact centre is remarkable. During Covid-19, Lisa focussed on increasing the coaching and support her staff received. This led to an interaction with a grieving resident who had lost his wife. Lisa's training allowed the Customer Service Advisor to help the resident by opening up about their own experience. The conversation was so impactful that the resident even sent flowers to say thank you. It's no surprise that Lisa runs a multi award-winning contact centre that's now recognised across Europe.

The Role:

As Head of Frontline Operations you can make your own powerful contribution to Homelessness, Allocations and Customer Focused Services at a Council that's proud to put people first. In this brand new role you'll lead aspects of our frontline homelessness service. Until now, we have commissioned our statutory homelessness provision. By bringing Housing Solutions in-house, we'll create the opportunity to redesign those services by listening to the voices of residents and service users, and making sure they're better connected to other Council services. In this critical leadership role, you'll be responsible for the operational management and development of our homelessness, homelessness prevention and temporary accommodation functions.

With vision, passion and compassion, you'll lead and develop a service that will be recognised as high performing and person centred. The solutions you shape will deeply influence vulnerable communities in life-changing ways. Our aim is to respond earlier to demand, offer more community-based support, and provide solutions that address people's individual needs. It's going to take strategic planning, partnership development and inspirational leadership. We'll look to you to lead operations that satisfy customers and integrate seamlessly with other Council departments. As a champion for this high profile area, you'll collaborate with Heads of Service across the Council and be the figurehead for around 100 staff, most of whom will be new to working for Westminster.

Please refer to the
Job Description for more information.

About You:

We are particularly keen to hear from you if you have extensive experience in leading frontline housing services - ideally within a statutory framework - and have led successful transformation and improvement programmes. You'll bring to the role exceptional relationship building skills and a track record of working with senior personnel across and beyond organisational boundaries. A skilled communicator and planner, you are comfortable responding to changing demands in a fast-paced environment. The ability to identify, develop and implement innovative, cost effective solutions will be key to your success.

The Council is committed to achieving diverse shortlists to support our desire to increase the number of staff from underrepresented groups in our workforce. We especially encourage applications from a global majority background and, while the role is open to all applicants, we will utilise the positive action provisions of the Equality Act 2010 to appoint a candidate from a global majority background where there is a choice between two candidates of equal merit. If you are from a Global Majority background you can self-declare this to the hiring manager as part of our positive action commitments.

What We Offer:

Westminster is an amazing place. We are home to more than 200,000 residents from all backgrounds, over 50,000 vibrant and vital businesses and three-quarters-of-a-million people work in Westminster. Westminster City Council's strategy is to work towards a Fairer Westminster. A Fairer Westminster is one in which our communities are at the heart of our decision-making and help to determine the city's future. By working directly with our communities and other partners, we can build a more inclusive city that celebrates our diverse communities, and where residents, workers and visitors from all backgrounds will feel welcome and safe.

At Westminster City Council, we pride ourselves on being an inclusive workplace and employer of choice. We encourage and welcome applications from people from all backgrounds and aim to have a workforce that, at all levels, represents the communities we serve. We champion equality, diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued, has a sense of belonging and is empowered to be their best, that is the Westminster Way. To find out more about how we do this visit
westminster.gov.uk/health-and-social-care/public-health-strategy-policies-and-reports/equality-duties

As a forward-thinking Council we appreciate that people work in different ways, therefore our staff benefit from working a range of flexible working patterns as well as Agile working.

The Council is a Disability Confident Employer. If you have declared a disability in your application, we guarantee an interview if you meet the essential criteria of the job. If you are invited for interview, you will be asked if you need any reasonable adjustments in order to attend, and we will make these wherever possible.

We are particularly keen to hear from you if you have extensive experience in leading frontline housing services - ideally within a statutory framework - and have led successful transformation and improvement programmes. You'll bring to the role exceptional relationship building skills and a track record of working with senior personnel across and beyond organisational boundaries. A skilled communicator and planner, you are comfortable responding to changing demands in a fast-paced environment. The ability to identify, develop and implement innovative, cost effective solutions will be key to your success.

Westminster is an amazing place. We are home to more than 200,000 residents from all backgrounds, over 50,000 vibrant and vital businesses and three-quarters-of-a-million people work in Westminster. Westminster City Council's strategy is to work towards a Fairer Westminster. A Fairer Westminster is one in which our communities are at the heart of our decision-making and help to determine the city's future. By working directly with our communities and other partners, we can build a more inclusive city that celebrates our diverse communities, and where residents, workers and visitors from all backgrounds will feel welcome and safe.

At Westminster City Council, we pride ourselves on being an inclusive workplace and employer of choice. We encourage and welcome applications from people from all backgrounds and aim to have a workforce that, at all levels, represents the communities we serve. We champion equality, diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued, has a sense of belonging and is empowered to be their best, that is the Westminster Way. To find out more about how we do this visit
westminster.gov.uk/health-and-social-care/public-health-strategy-policies-and-reports/equality-duties

As a forward-thinking Council we appreciate that people work in different ways, therefore our staff benefit from working a range of flexible working patterns as well as Agile working.