Deputy Head of Customer, Case and Parking (10 Month Fixed Term Contract)

Deputy Head of Customer, Case & Parking Services (& Case Services Team Leader)

Role Overview: The Deputy Head of Customer, Case & Parking Services, plays a crucial role in ensuring efficient customer experiences. Reporting to the Assistant Director of Communications and Customer Service, responsibilities will include overseeing administrative services, maintaining compliance with regulations, and driving continuous improvement. The successful candidate will lead a case services management team, with the view of continually improving workflows and maintaining high standards across the whole Customer, Case and Parking service portfolio.

Responsibilities:

• Service Delivery: Oversee administrative services, providing expert advice and support.
• Compliance: Ensure adherence to statutory regulations and professional codes of practice.
• Policy Development: Collaborate with Strategy teams to align policies with corporate and business plans.
• Team Management: Support the Assistant Director in managing teams and resources.
• Workflow Efficiency: Manage resources and workflow effectively.
• Quality Assurance: Analyse service area workflows, seek innovative improvements, and handle complaints and FOI requests.
• Collaboration: Work closely with Specialist Services for seamless handoffs.
• Performance Standards: Maintain agreed-upon performance levels.

Desired Qualifications and Experience:

• Proven experience in casework, customer services, communication, compliance, and team management.
• Strong communication and leadership skills.
• Knowledge of local government policies and procedures.

The Primary Service Functions to oversee (including but not limited to) Housing & Repairs, Parking, Revenues & Benefits, Council tax and Customer service.

If you are passionate about delivering exceptional service and driving positive outcomes, we look forward to hearing from you.

About Guildford

Guildford is a regional centre for leisure, business, education, shopping and culture set in beautiful countryside that includes the Surrey Hills Area of Outstanding Natural Beauty. Guildford is a thriving market town and is a principal shopping destination with a vibrant night time economy. The town’s geographical location provides excellent transport links in all directions, London is just 30 minutes away on the train and the town is well-served by frequent bus routes and subsidised Park and Ride facilities.  All of this contributes to a quality of life that attracts many people to live, work in and visit Guildford.

We are an equal opportunity employer and value diversity. All employment decisions are made on the basis of qualifications, merit and business need. Our organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expects all staff and post-holders to share this commitment.  To fulfil this commitment we have robust systems in place for the safe recruitment of staff and volunteers.