Vacancy Details

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Head of Customer Services

This vacancy has now closed and is listed for reference only.

Southwark Council

£56,754 - £71,256 p.a. plus benefit package £2724 p.a.

Southwark Council, Queens Road, Peckham


Full Time

36 hours per week.


19/03/2018 at 12:00 PM


Southwark Council

Vacancy Description

About the role

Southwark is a large, ambitious and progressive council with a ‘can do’ attitude and strong reputation.

We are wholly committed to our ‘Fairer Futures’ promises which ensures our residents and businesses are central to everything we do. Only the best is good enough for our customers.

Our contact centre is one of our success stories: exemplifying the difference a well run public service can make. Brought back in-house in 2013 from a larger customer services contract, we have delivered significant service improvements and savings. We receive excellent customer satisfaction ratings of 95%+, allowing us to achieve ‘Customer Services Excellence’ accreditation. We are actively seeking to expand the services we deliver in our contact centre and will work with other local authorities to deliver their telephone services too.

We have a lot to feel proud of, but we are never complacent.  We strive continually to improve our services to residents.  This role provides an excellent opportunity for an astute, forward thinking customer services professional to lead the service forward, so it is able to remain at the forefront of contact centre provision.

This is a diverse and dynamic role, in one of the largest and most up to date contact centres of its kind.  On appointment your initial challenges will include incorporating call handling for other council departments, as well as driving up performance and improving recruitment. To be the best, we want to attract the best and support broader council objectives, such as improving education, training and employment opportunities for the borough’s residents. 

Our offer equips staff with excellent customer care skills that positions them for promotion within other council departments. We’re also committed to engaging around 10% of our staff on apprenticeships.

About you

Whilst we would expect you to be able to have a good grounding in customer contact centre provision, we believe it is your skill and ability in getting the very best out of people that will be key to your success.  You will be a trusted and respected leader, who is able to motivate, develop and take people with you. 

Your track record to date will demonstrate how you are able to drive up performance, innovate and utilise new technology. We are also looking for somebody who will work collaboratively with colleagues and elected members to successfully lead the service forward.

About us

Southwark is a place with a rich and proud history, a strong sense of community and a great ability to transform and renew. It is a vibrant and enticing borough to live, work and visit. As a council we are both successful and passionate.

In your role, we want you to feel supported, challenged and rewarded.  You will benefit from our family friendly policies including flexible working and generous leave entitlement, as well as access to the Local Government pension scheme and many other staff benefits.

Application process

We wish to make the application process as straightforward as possible and we just ask that you complete our online application form providing further information against just a small number of questions.  You are also welcome to attach your CV and a supporting statement to further support your application, if you wish.

For informal enquiries, please contact Eleanor Clarke or Sue Wait at Jobsgopublic SmartSearch, our retained consultants, on 020 7427 8255 or email

Closing date: 12 noon, Monday, 19th March

Longlisting and telephone interviews by Jobsgopublic SmartSearch during which you may be invited to undertake a 30 minute telephone interview: w/c 19th March 2018

Online assessments: w/c 9th April

Interviews: w/c 16th April 2018 (likely to be 19th or 20th April)

How to apply

This recruitment campaign is being managed by Jobsgopublic's SmartSearch – the innovative resourcing service that targets quality candidates for executive, managerial and specialist vacancies.

Please apply on line by clicking on the link below

Further information on this vacancy

More Information

For informal enquires please contact Eleanor Clarke, our recruitment consultant, by email at