Head of Resident Operations
Job Details
Full Job Description
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.
To strategically manage and develop a professional service area ensuring that the delivery of the service meets all Council, professional and legislative requirements.
The areas of operational responsibility include;
o Corporate Contact
Centre including telephony systems and channel shift
o Workforce
planning and performance management
o Quality assurance and system
and service development
o 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.
Head Of Resident Operations
Aatom Recruitment
All Direct Job Ads are subject to WhatJobs Terms of Service. We allow users to flag postings that may be in violation of those terms. Job Ads may also be flagged by WhatJobs. However, no moderation system is perfect, and flagging a posting does not ensure that it will be removed.