Customer and Community Services Manager, West Lothian Civic Centre, 505.46 - INTERNAL APPLICATIONS ONLY

Job Advert

INTERNAL ONLY

Applications for this post will only be accepted from current employees of West Lothian Council (this includes casual and agency staff who are currently undertaking work for us).

Secondment opportunities must be discussed with your current line manager prior to submitting an application for this post.

36 hours per week, 52.14 weeks per year, Permanent

This is a senior-level opportunity that will allow the successful applicant to develop their leadership experience at a senior management level, gain wider strategic exposure, and play a key role in supporting Customer and Community Services through a period of ongoing improvement and change.

Key priorities of the role include:

• Providing strategic and operational leadership across Customer & Community Services
• Driving a strong customer-focused culture aligned to corporate and service priorities
• Leading on service development, performance, complaints, and tenant engagement
• Supporting major workstreams and contributing to wider HCBS and corporate planning
• Working closely with senior managers to provide direction, decision-making, and continuity of leadership

You will:

• Devise and maintain a strategy for customer services in line with best practice and customer needs, utilising processes, systems and publications to best advantage in pursuit of objectives.
• Develop and maintain strategies that enhance customer service delivery, optimise the use and performance of community facilities, and promote financial sustainability through effective income generation exceeding £1 million per annum.
• Lead and manage the staff and physical resources within Customer & Community Service facilities.
• Devise and maintain strategies for building use that will contribute to economic and efficient uses and provide for the maintenance of strategic buildings in excellent condition.
• Support Neighbourhood Managers in staffing buildings in an economic and efficient way.
• Support the programmes of education, sports, social and leisure activities for the benefit of West Lothian residents.
• Exercise initiative within the broad framework of council policy, having autonomy within the parameters of council decisions that have not been formally incorporated in procedures, and to act with discretion in the exercise of authority within the service.

Please refer to the job description for additional information.