Head of Resident Operations*

Job Overview

Ideally looking for someone with a contact center background that can support the managers with day to day operations and support me with the improvement programme we have underway – in particular the re-procurement of our telephony platform and roll out of a chatbot. Need someone who can ‘do-the-doing’ rather than re-design the programme.

Services and Objectives

To strategically manage and develop a professional service area ensuring that the delivery of the service meets all Council, professional and legislative requirements.

Areas of Operational Responsibility

• Corporate Contact Centre including telephony systems and channel shift
• Workforce planning and performance management
• Quality assurance and system and service development
• Delivery of Resident Experience Programme work streams

To act as a lead operational interface with the wider leadership team, building positive and effective relationships across the organisation at all levels.

To ensure the effective handling of enquires and complaints received by service via all means of communication, including the oversight of office systems.

To work with a high degree of autonomy and initiative, independently providing reporting, briefings, research, complex drafting, special projects and the production of internal and external facing presentations.

The post holder will be expected to make a significant contribution to the effective delivery of services and delivery of the key corporate objectives to improve resident experience.

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