Location: London, Hackney E8
Start Date: ASAP
Contract Type: Temporary
Day Rate: £600.00 Umbrella per day
Job Purpose
The Assistant Director – Customer Services, Digital & Data is responsible for leading high-quality, customer-focused services, digital transformation, and data management. You will drive strategic change, enhance digital service delivery, and ensure data-driven decision-making. This is a temporary role requiring an experienced leader who can influence at senior levels and oversee multi-functional teams to deliver service improvements.
Role Responsibilities:
Strategic Leadership & Service Improvement:
- Act as the key advocate for customer experience, ensuring continuous improvement and best practices.
- Lead the development of modern digital services to streamline customer interactions and service delivery.
- Oversee data and insight functions to enhance decision-making and operational efficiency.
- Ensure 24/7 customer service operations are effectively managed, meeting resident and business needs.
- Provide strategic oversight of the Registrars service, ensuring compliance with statutory requirements.
- Develop and implement innovative digital services that improve accessibility and efficiency.
- Define and maintain high standards for usability, accessibility, product management, and data governance.
- Oversee the provision of data analytics and insights to support strategic planning and policy decisions.
- Champion the use of digital tools and cloud-based solutions to modernise service delivery.
- Manage a multidisciplinary team, including Heads of Data & Insight, Product & Delivery, Customer Operations, Customer Experience, and Registration Services.
- Foster a culture of learning and innovation, ensuring professional development within the team.
- Ensure compliance with information security, data protection, and governance regulations.
- Represent the organisation in internal and external forums, deputising for the Strategic Director when required.
- Oversee financial budgets, identifying opportunities for efficiencies and service enhancements.
Candidate Profile
Essential Skills & Experience:
- Proven experience in senior leadership roles within customer services, digital transformation, or data management.
- Ability to drive large-scale digital and service improvement initiatives in a fast-paced environment.
- Strong expertise in stakeholder management, influencing policy, and leading strategic change.
- Extensive knowledge of data management, digital service design, and customer experience best practices.
- Excellent strategic planning and financial management skills.
- Understanding of regulatory frameworks related to customer service, digital services, and data governance.
- Bachelor's degree or relevant professional qualification preferred.
- Experience working in local government, public sector, or large-scale organisations.
- Familiarity with agile delivery, product management, and cloud-based digital services.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk
