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Ref no:
Renfrewshire House Cotton Street Paisley, PA1 1UJ
£38,580 - £41,755 per year
Contract Type:
Position Type:
Full Time
35 hours per week


Reporting to the Senior Service Delivery Officer within the Customer Service Unit, this position is critical for the delivery of the Council's frontline customer services across telephone, face to face and digital access channels as well as the continuous improvement and development of operational services. This will include managing and reviewing existing service delivery channels with a view to increasing efficiency, coordination, and integration of all parts of the service in collaboration with our stakeholders. You will support the Senior Service Delivery Officer in ensuring the Customer Service Unit is fully conversant with the changes within customer contact channels. Supporting the Senior Service Delivery Officer, you will be responsible for developing and implementing an appropriate stakeholder engagement strategy with all relevant Council services. You will need to build effective and trusted business relationships with key stakeholders, particularly Environmental Housing and Infrastructure, Registration, Licensing, Corporate Finance, Revenues and Benefits and various Council services who are at differing levels of alignment with the business model. You will have experience of managing demanding stakeholder and customer relationships. You will be able to demonstrate experience of managing within a multi-channel customer service environment. Particularly leading diverse teams in a hybrid working environment to deliver effective frontline operational services. You will be an effective influencer, leader of change and have experience in changing culture to support delivery of key business objectives. You will also demonstrate the ability to analyse and present management information, organisational & time management skills, problem solving skills. You will also demonstrate experience of managing the recruitment and development of staff. You will operate effectively in a fast-moving operational environment, giving clear focus to the delivery and enhancement of services through effective leadership and communication skills. You will also have a strong understanding of management information and be able to interpret data to support decisions required to ensure adherence to service level agreements and key performance indicators. You will have and SVQ Level 3 in Business or an equivalent qualification. It is also essential that you have the ability to travel throughout various locations within Renfrewshire. If successful, you will be required to undertake a Disclosure Scotland check, the level of check will be determined by the duties of the post. If you would like further information in relation to the Disclosure Scotland checks, please visit
  • Disability Confident Employer - Employer
  • Scottish Living Wage