Head of Resident Operations

The areas of operational responsibility include:

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

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.

Knowledge of Contact Centre operations, service delivery and telephony systems. Knowledge of CRM and complaint systems. Knowledge of resident experience standards, policies and practices Strong leadership and motivation skills proven experience of leading and managing teams operating in a customer facing multi-channel/service environment. Exceptional people management skills. Empowers employees by encouraging them to offer ideas about decisions that affect them. Goal-orientated focus with the resident in mind. Ability to build strong relationships. Experience of managing a mixed and varied workload of conflicting priorities responding effectively to the needs of all residents. Experience of managing projects, working to time, budget and quality in a large organisation. Experience of report writing and communications for a variety of audiences and applying expert knowledge. An exceptional communicator able to operate and emphasise with both residents, stakeholders and project teams to influence and gain commitment. Excellent written and verbal communication skills, time management skills Develops a strong understanding of requirements of staff and residents. Breaks down barriers and mind-sets to promote collaborative working. Understands how other services can impacts positively on their service and seeks to enhance this. Models a constant curiosity about how the service function and might be improved. Analyses problems from multiple perspectives at pace and develops insight into core issues. Inspires and motivates others to deliver whilst maintaining challenge on performance (Supportive challenge/ ruthless compassion).