Deputy Director of Contact Centre Services

The Environment Agency (EA) is looking for a Deputy Director to confidently lead our award-winning Contact Centre services. This role sits within our Corporate and National Services Directorate.

You will be customer-focused, with a continuous improvement mindset, and strong values who is entrusted to deliver the direct provision of resilient 24x7 Critical Business activities. You will be key in connecting corporate service performance, ensuring delivery and outcomes meet or exceed expectations and align with the business' strategic vision and objectives.

You will be responsible for managing a budget of circa £8m while managing the reputation of the Environment Agency and Defra. You will build strong relationships and collaborate across a number of teams to embrace using technology and digital services to transform service design and delivery.

A large part of the role will involve ensuring service design embraces the use of technology/digital, maximising efficiency whilst delivering quality services. You will be adaptable and provide resilience and flexibility of resource to respond to unexpected events, including unplanned business critical work.

Responding to incidents is central to what we do. You will be required to have an incident role and make yourself available to respond to incidents or provide business continuity during an incident. Full training will be available.

Responsibilities

• Lead a diverse talented workforce of around 200 across two sites
• Develop and deliver a plan of initiatives for change to deliver efficient systems and support
• Plan, monitor, control and realign resources to maximise their efficient and effective use

Experience/Skills Required

• Experience in leading a high performing, high impact, functional team
• Strong experience of setting direction, developing and embedding a culture of effective change management
• Develop and deliver a plan of initiatives for change to deliver efficient systems and support

We are fully committed to having a diverse and inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share.

We also have a Guaranteed Interview Policy to support those with a disability who are seeking employment. We have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.