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Senior Service Area Manager (Customer Services)

Hackney London Borough Council
Hackney, London (Greater)
£72,669 - £73,818
Closing date
25 Mar 2024

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Parking, Streetscene
Job role
Contract Type
Full time

Hackney Council sets the standard in UK Parking Services, distinguished by numerous national awards. Our department leads in the creation of policies aimed at achieving the council's net-zero carbon emission goals, while consistently delivering exceptional customer service.

We've been instrumental in promoting a sustainable Hackney through initiatives like school streets, low-traffic neighbourhoods, and the largest expansion of on-street cycle hangars in London. These measures are designed to encourage sustainable transportation choices over short-distance car use, contributing to a cleaner, healthier Hackney.

This role presents a remarkable opportunity for an outstanding leader to make a significant impact. We're looking for someone with a solid leadership background, capable of inspiring excellence, enhancing team performance, and achieving superior business results. The ideal candidate will energise our Parking Customer Services team and uphold our three Service Promises:

- Treat customers fairly
- Get things done right first time
- Continuously simplify and improve processes.

As Senior Service Area Manager, you will oversee daily operations and lead a team circa 50, to deliver major financial targets and excellence in customer service. Your success will depend on your ability to lead behavioural change, empower your team, and exceed customer expectations through innovative problem-solving and service enhancements. Your responsibilities include overseeing all aspects of customer experience including statutory functions such as PCN disputes & appeals, as well as debt recovery, policy development, service enhancement, and the advancement of technologies for service efficiency and customer satisfaction.

Reporting to the Assistant Director of Parking, Markets & Street Trading Services, this senior position demands strong leadership, effective communication with diverse teams, and the ability to communicate complex policies. You must be a strategic thinker with a track record of guiding teams to operational success. The role will require acting as deputy to the Assistant Director as required.

This position offers a pathway to higher leadership roles, including Assistant Director and beyond, within a dynamic and leading-edge team. If you're prepared to take your career to the next level, we're eager to hear from you.

For more information or to express interest in this exciting role, please contact:

There is no better place to work in London than Hackney; we have great pride in our borough, our communities, and our services. Hackney is one of London’s most vibrant and diverse boroughs. It’s one of the most sought after areas to live in London with good schools, parks and local amenities, as well as great transport links and vibrant and diverse communities.

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.

We will not accept applications where Artificial Intelligence (AI) has been used to assist with completing the competency questions or any part of the application form.

This application process replaces a supporting statement.

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 age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. 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:

Closing date for applications: 25 March 2024 (22:59)
Interview date: 10 April 2024

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