Job Description

We are currently looking for a Director of Resident Services to work in a Local Authoirty based in West London. You will be asked to attend the office atleast two days per week.
You will be asked to complete the following duties:

• To act as the Council\'s senior professional advisor for Housing Benefit and Council Tax Support, Council Tax and Business Rates, Permit Services, Contact Centre operations and complaints and Ombudsman cases, and ensuring that local provision both reflects the Council\'s priorities and meets statutory and other national standards, delivering to the highest possible quality within the available resources.
• To lead the Residents Services Division of the Corporate Services Department at both an operational and strategic level. To streamline and make corporate MTFS related efficiency savings within the remit of the post whilst delivering improved local service provision.
• To assist the Strategic Director with the running of the wider Corporate Services department.
• To set corporate standards for the customer across the Council. To lead on improvement of online services and transformation of resident experience leading on our Resident Experience and Access Programme (REAP).
• To make a positive contribution to the corporate management of the department and council as a member of the Corporate Services Departmental Senior Management Team.

About the role:
To ensure the effective leadership, control and operation of a range of universal residents\' services so that the Council and Department\'s objectives and responsibilities are met, those services currently being:

• Housing Benefit and Council Tax Support Scheme
• Education Welfare Benefits
• Knowledge and implementation of the workings of Universal Credit
• Council Tax, Business Rates and associated collection streams, g. Debt, Housing Benefit, overpayments.
• Parking Permits
• Freedom Passes and Blue Badges
• Customer Contact in all its forms - face to face, telephony and online
• Digital Support to the Customer
• In person provision of Contact Centre Services
• Corporate complaints and information requests
• Resident Experience and Access Programme delivery

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