Workforce Improvement Manager

Southwark Council is recruiting a 12 month fixed term opportunity within our Exchequer Contact Centre for a new Workforce Improvement Manager. You will step into a role playing a crucial part in nurturing the growth and expertise of our dedicated contact centre staff of 250 passionate individuals.

Key Responsibilities:

•                 Develop and implement workforce planning strategies to optimise staffing levels and performance metrics in alignment with business objectives.

•                 Design and deliver comprehensive training programs tailored to the needs of our contact centre staff, with a focus on promoting cultural competence and empathy towards Southwark residents.

•                 Collaborate with internal stakeholders to identify training needs and gaps in knowledge or skills, and develop targeted solutions to address them.

•                 Act as a mentor and coach to team leaders and frontline staff, providing ongoing support and guidance to foster their professional growth and development.

•                  Monitor and evaluate the effectiveness of training initiatives through metrics analysis, feedback mechanisms, and performance reviews, making adjustments as necessary to drive continuous improvement.

•                 Stay abreast of industry trends, best practices, and legislative requirements related to workforce management, diversity, and inclusion, and incorporate relevant insights into our practices and policies.

·       How will you make an impact as our Workforce Improvement Manager? 

•                 Previous experience in workforce development, preferably within a local authority or public sector organisation preferable, although not essential.

•                 This will have preferably been within a contact centre, although this is not essential 

•                  A deep knowledge of adult learning principles and training methodologies.

•                  Excellent communication and interpersonal skills blended with your ability to engage and motivate effectively with diverse teams and stakeholders.

•                  Demonstrated expertise in workforce planning, people management, training design and delivery, and performance management.

•                  A commitment to promoting diversity, equity, and inclusion in the workplace, with a deep understanding of the importance of cultural competence and empathy.

•                This role offers flexible home working blended with travel into our London Bridge HQ

Benefits and more information:

https://jobs.southwark.gov.uk/why-us/

About Southwark Council

Southwark Council is the largest local authority social landlord in London, managing 55,000 homes lived in by 40% of Southwark’s residents. We are home to over 18,300 businesses including iconic London venues such as The Shard, The Tate Modern and Borough Market along with many social enterprises and we have a young, diverse, and growing population.

At Southwark we are committed to making our borough just and fair and are taking positive action to tackle inequalities. Our residents and communities are our greatest asset and the passion we have for Southwark is shared by millions of Londoners who enjoy our outstanding cultural offer, use our hospitals and attend our universities. Our refreshed borough plan and focus on Southwark Stands Together, (which is our work with Southwark’s communities and the council’s staff to tackle racism, injustice and inequality) underpins all that we do.

Customer and Exchequer sits at the heart of our operations, covering a multitude of essential services including rent income, council tax collection, NNDR collection (business rates), corporate call centre, local support, home ownership income, benefits processes, SAP, finance, control & processing, strategy & policy, systems, service development, and finance specialist services.

So what will be your main focus? Crafting and executing holistic workforce development programs that not only elevate employee skills and knowledge but also raise the bar for service standards. In this highly visible role you'll directly contribute to our mission of delivering nothing short of exceptional service for our diverse range of Southwark residents.

For a confidential discussion please contact our recruitment partner at Penna, Mandy Dhillon on 07543306303 or email Mandy.Dhillon@penna.com