Stuart Harber Email & Phone Number

As the Head of Customer Service for the Council, my role revolves around ensuring exceptional service delivery across all customer access channels. I lead the development and implementation of the Customer Service Strategy, driving continuous improvement initiatives to enhance service quality. This involves spearheading policies such as Customer Complaints, Compliments, and Handling Unreasonably Persistent Complaints while ensuring compliance with relevant legislation.I am responsible for defining and executing the Customer Service strategy and standards, fostering officer engagement, and managing performance. Cultivating a customer-centric culture across the organisation and fostering collaboration with internal and external stakeholders is a key aspect of my role. I continuously conduct research to inform service enhancements based on legislative changes and best practices and refine systems and processes for optimal efficiency.Leading innovation efforts to enhance customer service through research, development, and supplier management is another critical aspect of my responsibilities. Additionally, I oversee the performance of customer service functions and systems, manage the budget for the Customer Services department, and represent the Council on external bodies to address customer service issues and promote partnership working.My role also involves presenting policies to committees and external meetings, providing management reports and information to stakeholders, and upholding Corporate Values while ensuring a safe working environment.

Cromer, Norfolk

To manage the operational delivery of the Customer Services team by leading, coaching and developing a team of Customer Service Advisors responsible for providing the first point of contact for the Council. Ensure the highest quality of Customer Service delivery across all customer access channels and uphold the highest reputation of customer focused standards. Provide day to day performance management of a team of 15+. Provide working knowledge to assist in developing the Customer Service Strategy and lead by example in implementing changes arising from Business Transformation. To work with internal departments and external organisations to develop the most efficient customer orientated services that deliver the best value for money to our customers. Provide leadership and management to ensure that each member of the team is performing at their optimum level by continually identifying individual strengths, weaknesses and training requirements. Effectively mentor, coach, develop, motivate and empower, to maintain an effective and flexible team capable of meeting objectives, and managing internal/external customer demands and responding to change.To form, develop and review Customer Services performance targets and team/individual objectives. Measure and analyse team/individual Customer Service performance. Manage the Customer Services team to maintain and/or exceed targets and performance indicators.Provide expertise to influence the direction and development of the department to achieve and maintain existing corporate objectives, service priorities and audit requirements. To manage service improvement, continuously ensuring business efficiencies are identified for service plans and procedures reviewed against best practice. Use of specialist knowledge, experience, initiative, joint working and networking to identify and develop improvements to achieve the best outcomes that meet the organisations priorities.

Cromer, Norfolk

Lead by example in providing customer service excellence to every customer every time they contact us.Become multi skilled across as many services as required including complex servicesUtilise all available tools, including the web, as information sources.Advising customers on what course of action they should take based on either interpretation of customer information and/or following set procedures whilst adhering to legislation.Signposting customers to other appropriate persons / departments / organisation.Seeking advice from colleagues / partner agencies to ensure that an answer can be provided at first point of contact the majority of the time. Completion of transactions e.g. request for bus pass, receiving and receipting payments for service transactions.Recording details of queries and scanning documentation onto computer databases.Ensuring at all times that customer requirements, performance and quality standards are met or exceeded.Ensuring all confidentiality and data protection requirements are adhered to and maintained.Responding to and dealing with complaints via all access channels.“Own” the relationship between the customer and back office, where the answer to enquiries is being researched, ensuring a timely response in line with the customer care standards. Develop and maintain positive and effective relationships with a variety of teams.Contribute effectively to continuous service development of the service provided by NNDC by highlighting where improvements can be made.Collation, input and monitoring of performance statistics.Providing support to new members of staff in form of work shadow and mentoringGeneral administration including input into rota and leave requests.To take responsibility for your own Health and Safety at work and that of other persons who may be affected by your actions.Any other work required and as directed within the confines of the existing grading and post.

Cromer, Holt & North Walsham, Norfolk

Cromer, Norfolk

Cromer, Norfolk

Cromer, Norfolk

2 A-Levels, 2 As-Levels

Achieved 11 Higher Grade Gcses