The Role

Head of Customer Services

£76,074 - £95,700 + £3,503

London based + agile working

Time to Shine

Our communities should get the highest standard of customer service from us. Our service should shine. Our contact centre meets the needs of nearly 320,000 people across the borough of Southwark and for the Councils we provide a shared service to. This is a big role, it’s key to how people feel about their Council, and so many reputations will be in your hands. As Head of Customer Service, you’ll drive improvements and progress this essential function building on our award-winning service to introduce further digital transformation and efficient customer service.

Leading a team of 120 people, you’ll further transform our customer service experience through smart strategic and operational management. It’s about encouraging great performance and evolving an inspiring customer culture. We’d welcome your ideas on making change happen and your skills in delivering improved performance and efficiency through effective team working.

At the same time, you’ll ensure our customer service is future proof through digital service delivery. Enabling customers to move online, you’ll deliver on our ambitious access strategy: and strengthen relationships with clients and partners, managing service agreements and looking for new opportunities. With a £5 million budget in your hands, it’s important that you can manage substantial people and financial resources.

Our contact centre deals with all kinds of issues, including Housing and Parking. That’s why we need a successful senior leader, who can manage complex front office services and bring experience of leading a Contact Centre. Ideally but not essentially, you’ll have public sector or local government experience. What’s essential is your ability to live our values and celebrate the diversity of our community and workforce.

Grade: JNC 16 (Politically restricted post as defined by the Local Government Housing Act 1989 (as amended).

Annual leave

Strategic Managers (JNC) annual leave entitlement is 33 days, plus bank holidays.

Interest free season ticket loans

An interest free season ticket loan is available for all members of staff

An outstanding Pension Scheme

Southwark offers membership of its pension scheme, which is in line with the national Local Government Pension Scheme (a career average scheme).

Working hours and flexible working arrangements

The basic working hours for this role is 36 per week. Candidates should be aware that there is a requirement to attend meetings outside normal working hours wherever this is necessary for the effective performance of the job. Southwark has a strong flexible working ethos and believes in focusing on outcomes. Through taking this approach we welcome flexible working including: a commitment to regular homeworking with technology to support this.

Make our service and your career shine, to apply for this role, please click the Apply for role button below 

For a confidential discussion about this role please contact our retained consultants at Penna, Rob Naylor on 07922 417 550 or email: or Julie Towers on 07764 791736 or email:

Closing date for applications: 7th June 2021


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