Provide strategic and operational leadership for the council''s "front door", a busy operational multi-channel multi-site service across phone, face to face, social media and any other channels required, and its continuous improvement and transformation towards a more preventative, holistic, right-first time service, through:forging strong collaborative relationships with heads of service across the council to design customer journeys and manage demandbringing new services into scope where it delivers efficiencies and improved outcomesinspiring and developing staff to excelinfluencing, design and leading change projectsintelligent collection and use of data and analysis, KPIs and performance managementmaking optimum use of digital tools and innovationMain ResponsibilitiesLead the design and change management to a new operating model and brand for Customer ServicesDesign and lead contact centre services that deliver a more preventative, holistic, right-first time service, which empowers residents and enables maximum customer independence and self-service.Ensure services are targeted towards residents that need support, and put in place the mechanisms and behaviours that redirect residents to digital and/or phone channels where appropriateForge strong collaborative relationships with heads of service across the council so that customer demand for services and customer journeys are designed and managed in partnership with agreed SLAs that set out responsibilities on both sidesEn