Service Excellence Coach

LONDON BOROUGH OF HACKNEY

Hackney Council’s Parking Services are recognised as the one of the UK’s leading local authorities on the implementation, management and enforcement of effective parking controls across the borough.

The Services’ role has been integral to Rebuilding a Greener Hackney with the successful ongoing implementation of traffic schemes such as school streets, low traffic neighbourhoods and bus gates across the borough to reduce car journeys; improving safety and reducing air pollution. The Service also works in close collaboration with other Public Realm Services to deliver initiatives such as Car Clubs, cycle hangars; and the work now beginning to roll out future Electric Vehicle Charging Points to support the move away from diesel and petrol powered vehicles and achieve the 2030 net-zero carbon objectives.

We are committed to providing a consistently high standard of service experience for our customers and to achieve this have implemented a new team structure that places the customer at the forefront of all that we do.

A critical appointment to this new team is the role of Service Excellence Coach that has been created to lead a team of customer service advisors to give expert advice and support to make it easy for our customers to engage with us and provide an exceptional customer experience.

As Service Excellence Coach you will lead by example in order to inspire others and possess a genuine desire to see your team exceed customer expectations. You will have proven experience of successfully leading, coaching and inspiring a team to deliver exceptional service during every customer interaction.

You must be able to role-model helpful behaviours, drive continuous improvement and achieve fair customer outcomes every time.

You will have proven experience of leading a team through change to ensure the new Parking Customer Services team and its ways of working are successful.

You should have a passion for, and extensive experience of, coaching and developing teams using a range of methods to help and support customers to become confident using self-service options, giving them a helping hand when needed.

The Service has gained a hard earned reputation as one of best in the sector continually striving to improve – we need the successful candidate to help take us to the next level and will be integral in developing and implementing new initiatives such as first point of contact telephony services that we see as a future opportunity.

If you have the right skills and experience and are looking for an opportunity to play a leading role in creating the best team of service advisers in the sector, we want to hear from you.

Hackney is one of the UK’s highest performing local authorities, serving one of London’s best places to live and work. We have achieved a huge amount: our services, our schools, our public spaces are all amongst the very best. We have changed the reputation, not just of the Council, but of Hackney itself. Bringing jobs and investment into the borough, securing the legacy from the 2012 Games, and making this a place of which we can all be proud.

If you want to work in a place where you can represent our values so we achieve the best for our residents, please click on the apply button below.

The recruitment process is anonymous. Therefore, we do not accept supporting statements or CVs.

When applying, there will be a number of questions relating to the post on the application form. It is essential that you complete the application questions, responding to each using examples of your skills, knowledge and experience.

Previous applicants within the last six months need not apply.

Closing date for applications: 04 October 2022

Interview date: TBC

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.

Hackney Council works to eradicate discrimination on the basis of race, religion, gender, gender identity, sexual orientation, disability, pregnancy and maternity, age and marital status. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.

The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs. If you are thinking about applying for a job, please contact the Hackney Works team to find out what support is available: