Development Manager

Working on behalf of a Local Authority, Aatom Recruitment has an opportunity for Development Manager on a 3 month contract with a possibility of an extension.

This position will be a total of 36 hours per week, with hours from 09:00am – 17:00pm.

Job Purpose:

To support Customer Services while it rolls out a number of service improvements and projects, including complaints management system, new telephony system and some key processes to reduce failure demand.

Job Specific Accountabilities:

• Responsibility for the production and analysis of a range of customer-facing management information developing statistically and mathematically accurate reports, displayed in a clear and appropriate style, for the purposes of highlighting performance achievements for the service, team and the individual. Working with management and Service Development Officers to provide effective quality monitoring solutions.
• Responsibility for the updating and amending of key operational systems such as the telephony, voice recognition system, CRM, workforce management tool and others Amend the system
• Analyse demand including that generated from customer complaints and enquiries to produce data identifying trends of failure and make suggestions where opportunity exists to reduce waste.
• Using insight through the analysis of data to best utilise resource across all service areas within Customer Services
• Manage the setup and implementation of a service wide resource and rota’ing tool, producing staff rotas to meet demand, managing leave and training requests. Support the development of Service Development Officers to enable them to carry out regular responsibilities to support in these tasks
• Using numerical and graphical presentational techniques. Utilise a broad range of skill sets and ICT applications in the effective and efficient maintenance of management information, including the ability to understand and interrogate a Customer Relationship Management system (CRM) using query logic with efficiency and accuracy.
• Be responsible for the organising and collation of customer satisfaction surveys and the analysis of that data.
• To provide clear, high quality documentation and guidance to others in the effective and efficient collation, production, presentation and dissemination of management information.
• To contribute towards the development and implementation of a working culture that is result-orientated and customer-focused.
• Work with senior colleagues including Heads of Service, Directors and other service leads to identify the key challenges and problems that they face in delivering best-value services to our residents.
• To operate within the Council’s agreed Scheme of Delegation and in accordance with the Council’s Code of Practice for Procurement.

Knowledge, Qualifications and Experience:

• A clear understanding of Council’s Vision for Customer Services.
• Qualified or extensive experience in business analysis and process redesign techniques and methodologies.
• Knowledge of predictive data analysis and their successful implementation
• Strong working knowledge of ICT systems as they apply to customer-facing performance measurement, including Customer Relationship Management systems, or similar
• Knowledge of statistical methods and research techniques, including query building, and process improvement techniques.
• Knowledge of quality and performance systems.
• Advanced knowledge and understanding of the use and programming of spreadsheet and database applications to enable quick, efficient and accurate collation of variable datasets.
• An excellent understanding of the services provided within the Customer Services Business Unit and how the role of the Performance Analyst can impact service delivery.
• Significant experience of leading business change projects from analysis through to implementation.
• Experience of presenting data to a wide and varied audience including senior managers and Members.
• Experience of communicating effectively both verbally and in writing in order to explain complex systems and procedures.
• Experience of leading on and conducting process redesign to achieve savings.
• Strong analytical skills with an ability to gather and analyse complex information from a range of sources, understand the business context, extract key points and draw conclusions to make recommendations.
• Ability to work alongside senior managers to translate models into improved business processes and solutions to deliver financial and efficiency savings.

To get more information about this role and how to apply please contact Kartik.