EPPING FOREST DISTRICT COUNCIL

JOB DESCRIPTION
JOB TITLE:

Head of Customer Service

POST NO:

XEX04

DIRECTORATE:

Chief Executive

SECTION:

Customer Service

GRADE:

11

CAR ALLOWANCE:

Casual

DBS CHECK:

No

DBS LEVEL:

N/A

PURPOSE OF THE JOB:

Overall responsibility for the management of the Councils customer

service operations, including transactions via contact centre, face-toface reception, self-service, online and first line telephone.
Champion the customer throughout the Council, balancing customer
needs with Council requirements and presenting a compelling case
for internal change and improvement.
Provide strategic direction, lead, manage and champion the
programme of customer service projects, to bring all customer service
processes together into a new corporate customer services team.
Provide support as may be required to other transformation projects.

DIRECTLY RESPONSIBLE
TO:

Chief Executive.

DIRECTLY RESPONSIBLE
FOR:

To be determined.

LIMITS OF AUTHORITY:

See attached sheet.

MAIN DUTIES AND RESPONSIBILITIES:

(a) Service Specific Responsibilities:
1. To lead the development and implementation of a corporate customer services strategy and related
change projects.
2. To lead the development and delivery of channel migration and the digitalisation of services with a
focus on public access and cost reductions.
3. To be accountable for the performance of the Corporate Customer Contact Centre and other public
access channels, ensuring they are responsive to customer demand.
4. To work with the Public Relations Manager, to ensure the effective operation of the Councils
website and its development as a means of accessing and providing local services, keeping them
under regular review to ensure they are fit for purpose and that they evolve to meet changing
customer and operational needs.
5. Take responsibility for ensuring the establishment of a corporate customer relationship management
system, gathering and use of customer intelligence, to drive service improvements at a corporate
and service area level.
6. To work with the Assistant Director ICT and Facilities Management, to ensure arrangements are in
place for the ongoing development and maintenance of ICT systems that relate to customer service,

keeping them under regular review to ensure they are fit for purpose and that they evolve to meet
changing customer and operational demands.
7. To work with the Public Relations Manager, to ensure the development and delivery of the Councils
internal and external communications service, as it related to customer service.
(b) Generic Service Responsibilities:
8. To be accountable to the Chief Executive for the management and operational effectiveness of the
defined function, and to continuously improve services within that function.
9. To ensure that work of the function is carried out within the strategies, objectives, priorities and
agreed values and behaviours of the Council.
10. To develop and maintain productive working relationships with all Directorates and other partner
organisations as required.
11. To plan for and ensure that the function delivers an effective and efficient service including:

ensuring the effective recruitment, organisation, deployment, motivation behaviours and

management of the employees of the function;
ensuring the effective management and development of management information, research and
evaluation in respect of the function to inform strategic planning, operational decision making,
organisational development, service improvement and professional services;
ensuring that there is effective financial management of the functions budgets;
ensuring that there are thorough up-to-date risk management assessments, within the function;
ensuring all employees and where appropriate, members of the public operate in healthy and
safe environments, and that the Council is meeting its statutory responsibilities under Health and
Safety legislation;
ensuring that there is effective business continuity and contingency planning within the function;
and
to ensure that the services provided in the function obtain value for money, that performance is
managed effectively and improved, and that data quality is robust and accurate.

12. To plan for and ensure that services provided by the function are accessible and that stakeholders
are fully engaged and participate in the development and improvement of services.
13. Through personal example, open commitment and clear action provide employees within the
function with positive management.
14. To be responsible for advising the Chief Executive on the specific areas of responsibility as set out in
the current structure chart and for leading on related projects or issues as required.
(c) Corporate responsibilities:
15. To provide clear and timely strategic advice, guidance and support to the Chief Executive and
Management Board, and where appropriate to Elected Members, and to actively contribute to
corporate and service policy and decision-making.
16. To provide robust management within the function, and a clear sense of direction and purpose that
assists the Council to deliver its vision, priorities, policies and aims.
17. To uphold the Council's governance mechanisms, ensuring appropriate standards of performance,
operational effectiveness, probity and open government are maintained.
18. To develop effective working relations with partners, government departments, user groups,
business and industry, voluntary sector groups, including championing the interests of the District
Council's community, stakeholders and partners.

19. To prepare annual service plans and to monitor performance against key or management local and
statutory performance indicators as appropriate.
20. To prepare relevant correspondence, reports, policies and procedures in support of Council
objectives.
21. To prepare reports for, and when required, attend meetings of the following Management Board,

Leadership Team, Cabinet Agenda Planning Group, Overview & Scrutiny Agenda Planning Group,
Council, Cabinet, Scrutiny, Standing and Task & Finish Scrutiny Panels etc.
22. Observe and promote the requirements of safeguarding and report any potential concerns in
accordance with the Councils Safeguarding Policy.
23. Through personal example, promote the Council's strategies, objectives, values and behaviours and
priorities and ensure a positive approach to valuing diversity, resulting in equality of opportunity,
access and treatment in service delivery, employment and communications.
24. To undertake all duties (either service, generic or corporate) in accordance with best professional
practice associated codes of professional conduct and values and behaviours (as agreed from timeto-time).
25. To be a member of the Leadership Team and contribute to the management of the Council as a
whole.
(d) Management responsibilities:
26. To lead and manage the function ensuring that all teams are properly organised to deliver prompt
and appropriate advice / service, that staff are trained and developed and that performance is
regularly reviewed.
27. Be responsible for the performance management of staff within the function in accordance with
Council policies and procedures.
28. Carry out other such duties within the scope of the responsibilities of the post as may be required by
the Chief Executive.
(e) Responsibilities for Health and Safety:
Epping Forest District Council is committed to the provision of high quality health and safety
standards. In order to achieve this all staff employed by the Council have the following specific
responsibilities, which are consistent with the requirements of the Health and Safety at Work Act
1974:

To take reasonable care for the health and safety of yourself and of other persons who
may be affected by what you do or fail to do
To co-operate with Epping Forest District Council in order to enable statutory requirements to be
implemented
Not to intentionally interfere with or misuse anything provided in the interests of health and
safety.

29. To ensure that all employees and members of the public operate in healthy and safe environments,
and that the Council is meeting its statutory responsibilities under Health and Safety legislation.
30. To ensure that the work activities of all officers within the service area have been risk assessed and
that the requirements of those assessments are met and periodically reviewed, including both the
physical environment and work related issues which may contribute to stress / absence.

(f) Responsibilities for Finance:

31. To be responsible for the setting and monitoring of operational budgets within the section.
32. To be a designated spending control officer for budgets within the function.
33. To ensure that all budgets are managed within the constraints of and in full compliance with the
Councils Constitution, Financial Regulations, Contract Standing Orders and Officer Code of
Conduct.
POLITICALLY RESTRICTED POST:

Yes.

REHABILITATION OF OFFENDERS ACT 1974:

Exempt.

Signed: _________________________________ Date: ____________________

(Director)

Signed: _________________________________ Date: ____________________

(Post Holder)

PERSON SPECIFICATION
POST TITLE:

Head of Customer Service

POST NO:
ESSENTIAL

1.

DESIRABLE

ASSESSMENT
METHOD
(AF/I/ST/P)

Education, Training and Knowledge

Customer service or customer relationship training

Level 4 professional qualification, relevant to the

knowledge areas required by the position, for
example in customer service, business
administration or project management

2.

XEX04

AF/I
D

AF/I

In depth professional knowledge in at least five of the

following areas:
Customer Service
Compliments, comments and complaints
Customer Relationship Management
Channel shift / self-service
Customer Contact Centres
Change / project management
Process mapping and analysis
Management of teams

AF/I

Thorough understanding of the implications and

sensitivity of working in a politically controlled and
democratically elected organisation

AF/I

Demonstrate a good understanding of safeguarding

issues commensurate with the role

AF/I

Experience working at a senior level within an

organisation of a similar complexity as the Council

AF/I

Experience of managing projects at a senior level,

including business process redesign

AF/I

Experience of establishing and managing customer

service teams and developing service standards

AF/I

To have managed significant revenue and/or capital

budgets

AF/I

To have managed employees, agency workers

and/or consultants, including all aspects of
performance management, including appraisals,
disciplinary, absence etc.

AF/I

Experience of the production and monitoring of

business plans and/or service strategies and/or
policies

AF/I

Experience in the use of ICT and Customer

AF/I

Experience

ESSENTIAL

DESIRABLE

ASSESSMENT
METHOD
(AF/I/ST/P)

Relationship Management (CRM) systems, including

Microsoft Office applications, in the delivery of
services, projects, contracts, etc.
Experience managing and advising on a wide range
of customer service matters, including complaints,
corporate standards and performance indicators

AF/I

AF/I

The ability to communicate effectively in public

and/or private meetings

AF/I

The ability to analyse complex issues and explain

them in a clear and concise manner to include
recommendations for action where appropriate

AF/I

The ability to deal effectively with customers in

difficult situations

AF/I

The ability to chair and facilitate meetings

AF/I

The ability to analyse complex issues and set them

down in a variety of written forms in a clear and
concise manner dependent upon the recipient, to
include recommendations for action where
appropriate

AF/I

Experience of producing reports for officer and

elected member meetings or equivalent

AF/I

AF/I

Have a multi-disciplinary approach to problem

solving

AF/I

Have a clear understanding of and the ability to make

AF/I

Experience of formulating and implementing

corporate policies and strategies
3.

What skills are required on appointment in order

to carry out the job?

(a)

Oral communication

(b)

(c)

Written communication

IT skills
No specialist keyboard skills are required, but must
be able to use and understand various ICT systems
accessed by the Customer Contact Centre and
respond to emails and correspondence

(d)

Physical skills
No specific skills required

(e)

General Skills

ESSENTIAL

DESIRABLE

ASSESSMENT
METHOD
(AF/I/ST/P)

effective use of information technology in all of its

forms
High degree of political sensitivity whilst maintaining
neutrality

AF/I

Demonstrate personal conduct, integrity and

credibility that inspire confidence with your manager
and staff, customers, partners and others

AF/I

Ability to carry out the role with discretion respecting

confidences and sensitivities

AF/I

AF/I

AF/I

AF/I

AF/I

AF/I

AF/I

Able to function effectively over extensive working

periods.

AF/I

Able to deal with the pressures arising from meeting

deadlines i.e. reports, budget preparation, projects.

AF/I

4.

Expected Values and Behaviours

(a)

Trust

(b)

One Team
Undertake training to continually develop skills and
behaviours and be willing to learn
Ability to work effectively as part of corporate and
directorate management teams

(c)

Performance
Demonstrate a strong personal commitment to
quality and cost effective public services.
Demonstrate the ability to drive through continuous
improvements in performance / service delivery.

(d)

Innovation
Demonstrate the ability to adopt a creative and
innovative approach to the role.

(e)

Customer
Demonstrate a strong customer focus.

5.

What are the physical demands required to carry

out the job?
There are no physical demands.

6.

Other Requirements:

ESSENTIAL

Able to work outside of normal working hours to

attend meetings.

Evidence of continued professional development

through relevant CPD schemes or continuous job
specific training learning.

Full driving licence and access to a vehicle for

business use.

DESIRABLE

ASSESSMENT
METHOD
(AF/I/ST/P)

AF/I

AF/I

A good working understanding of and commitment to

Equalities and Health and Safety.

AF/I

A satisfactory attendance record in accordance with

the Councils Managing Absence policy, taking
account of your individual circumstances.

AF/I

Signed: ____________________________________________ Dated: ____________________

(Director)
AF Application Form
I Interview
ST Sample Test
P Presentation

EPPING FOREST DISTRICT COUNCIL

LIMITS OF AUTHORITY
Post No: XEX04

Job Title: Head of Customer Service

Authority:

Comments:

Spending Control Officer

For budgets and expenditure
codes attaching to the post as
set out in the Councils budget
document and subject to
direction by the Service
Director.

Post holder is a designated spending control officer for budgets.

Responsibility includes budget setting and monitoring and ensuring
compliance with Financial Standing Orders. These budgets will be
disaggregated from service budgets on the transfer of services.

Authorised Signatory
As set out in the schedule
maintained by the Head of
finance and updated from time
to time by the Head of Service.

Post holder has authority to authorise the full range of management

decisions including job descriptions, person specifications, PDRs,
appointments / resignations, overtime, TOIL, flexi-leave, annual leave,
sickness absence, procurement orders, invoices, mileage claims,
subsistence claims, training, marketplace, etc.

Financial Regulations
As required by Heads of
Service or as directed by the
Council.

Post holder will ensure compliance with all relevant elements of

Financial and Contract Standing Orders, Councils Constitution and
associated Codes of Governance.

Delegated Authorities
As determined by the Service
Director in accordance with the
schedule of delegated
authorities in the Councils
Constitution.

Post holder will exercise all delegated authorities set out and from
time to time amended in the Constitution, directly or through the
delegations provided expressly by the Chief Executive.

Statutory Authorities
As determined by the Service
Director and approved by
Council specifically or as
delegated.

NA

Signing of Correspondence
As determined by the Service
Director in any relevant
category of correspondence.

Post holder can sign all relevant correspondence including that of the
Service Director when acting in a deputising capacity.

Supervisory/Managerial
As determined by the Service
Director.

Post holder is responsible for all managerial issues within the section
which are not otherwise reserved to the Service Director.