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Head of Customer Support


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London, , United Kingdom


Call Centre / CustomerService



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Job Description:

Head of Customer Support for DFT - DFT Core//Roads. As the head of customer support, you will be responsible for representing the political interests/impacts on the HE business both within the Department and across wider government.

Build strong working relationships with Highways England and wider government focussing on collaboration and the best outcome for all.
Act as client dealing with Highways England on day to day operations and business, including managing liaison and collaboration with other government departments including No.10 and Cabinet Office.
Contribute to decision making of the directorate and government policy to ensure that impacts on Highways England are captured and clearly understood.

Main Duties and Responsibilities: Engage with customers in order to pro-actively assess their needs and requirements as part of continuous improvement, design and integrate new processes to help build customer relations and improve upon support services; Ensure that any changes in customer support services are communicated across the organisation; Build a stronger operational team to deliver first time resolutions; Act as ultimate point of escalation for customer services and media related issues; Audit current services and ensure that positive success stories are reported throughout the department.

Advise Highways England, other government departments and internal colleagues of the implications of actions or potential policy changes that may impact on any part of the department or Highways England and ultimately the RIS.
Management of the protocols between Highways England and the Department
Management of day to day to relationship with Highways England, including advising and managing internal approvals.
Briefing senior management and ministers on the current status of the relationship with Highways England and any specific issues.
Provide briefing for ministers and attend monthly meetings with CEO and Directors of Highways England. Ensure that there is a clear link between the minister and strategic views and the policy/operational environment.
Lead and maintain the excellent relationship with Transport Focus as the Watchdog, providing an oversight on behalf of the Department through a collaborative approach delivering the best outcome for all. Oversee and approve the budgets and ensure delivery of the MoU briefing senior management when appropriate.

Represent the Department at regular stakeholder forums held by Transport Focus.
Link into the Shareholder function carried out by Corporate Finance to share information

Ideally previous experience at G7 level with:
Policy advise skills
Stakeholder management skills
* BPSS (DS) - Baseline Personnel Security Standard (with a Disclosure Scotland)

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