Head of Customer Service
- Location:
- Blackwood, 160 Dundee Street, Edinburgh, EH11 1DQ, EH11 1DQ
- Salary:
- £50,726 - £54,839 per year
- Contract Type:
- Permanent
- Position Type:
- Full Time
- Hours:
- 35 hours per week
HEAD OF CUSTOMER SERVICE (GLASGOW & WEST SCOTLAND)
Permanent role – 35-hours per week, Monday to Friday
Temporarily remote / Multi-site management*
Salary scale GN10: £50,726 - £54,839 per annum
About the role
Blackwood are delighted to welcome applications for a new Head of Customer Service opportunity, supporting our West Scotland bases including Glasgow, Stirling, and Ayr. As a member of the Operational Management Team (OMT), the successful postholder will support and report to the Director of Customer Service in the delivery of the Business Plan & Strategy.
As the organisation enters a new strategic period, this is an exciting time to join as we implement our Business Plan including the growth of our Blackwood House development programme and innovative services. As a result, the Head of Customer Service will be pivotal in delivering excellent customer service through leadership of high-performing, multi-functional teams and the embedding of our award-winning digital technology. Consistently seeking opportunities for business growth and improvement, you will work closely with the Executive Management Team and OMT in supporting the independent living of our customers and ensuring that our services are both value-added and sustainable.
To help us achieve that, you will be able to deliver systems and process change through continual improvement techniques and methodologies, co-designing service standards from the insight and experiences of our customers and teams.
About you
If invited to interview, you will be able to evidence that you are:
• Customer-focussed, innovative and resilient as a senior manager,
• Passionate about supporting positive outcomes and the choice & control of customers,
• Highly proficient in the operational & financial management of multi-site locations and able to respond to competing priorities,
• Respected as a people manager, able to drive teams to reach their potential and development,
• Experienced in seeking business growth and development opportunities through strong commercial awareness and acumen,
• Able to engage and develop value-added relationships with customers, teams, and partners.
Our Employee Benefits package
Our people are our greatest assets and we have been in awe of the fantastic work all our teams have continued to provide to our customers during the Covid-19 pandemic. As a result, we provide:
o Fully paid induction and personal development opportunities
o Company sick pay scheme on completion of probationary period
o 34 days’ holiday per annum, pro rata for part-time hours
o Company pension scheme and Death in Service Benefit
o Flexible and family-friendly policy and procedures
o Access to employee wellbeing support networks such as a 24/7 Employee Assistance Program, Mental Health First Aiders, Wellbeing Hub and employee engagement forum
Guidance for applicants
In accordance with the new immigration rules, employers must hold a licence of sponsorship to recruit all overseas candidates who do not have the right to work in the UK. It is with regret that this role does not meet the current suitability requirements set by the UKVI to enable sponsorship of migrant workers. Therefore, we cannot progress applications from candidates who require sponsorship to work in the UK.
*The successful postholder will be required to demonstrate flexibility and able to travel across our local bases, including occasional evening meetings.
We ask that all applicants read the Job Pack before completing the application form, available on the Careers section of our website and within this advert.
The successful candidate will be required to complete a full PVG check to enable working within our registered independent living services.
Blackwood is committed to diversity and inclusion where we are a proud member of the Stonewall Diversity Champions Programme and as an accredited Disability Confident Employer, we will interview all candidates with a disability who meet the minimum requirements for the post.
Closing date for applications is Monday 12th July 2021, 09.00am.
Interviews are anticipated to take place online on Monday 19th July 2021.