Resident Experience and Access Programme Delivery and Support Manager LBHF40070
: Job Details :


Company : Shared Services Partnership


Job Location : London, Greater London, UK


Posted on : 2020-09-16T07:05:28Z


Job Description :

Job Details:

Salary Range: £54,174 - £57,333 per annum

Work Location: The Clockwork Building, 45 Beavor Ln, Hammersmith, London W6 9AR

Hours per week: 36

Contract type: Permanent

Closing date: 27 September 2020

Interview date: 9 October 2020, virtually

Contact details for informal discussion: Yvonne Hadlames at YVONNE.HADLAMES@LBHF.GOV.UK or on 07917 228535

Advert Text:

At Hammersmith & Fulham, we are ambitious in reforming the council to ensure this is a place for everybody. Within the Environment Department, we offer a wide range of services to help make the borough an attractive place, one that is safe, clean and green and one in which our residents take pride.

Our mission is to be the best council. To do this we need the best people to help build our vision. If you’re looking to develop your career in a fast-paced, professional environment whilst making a difference, then we look forward to hearing from you.

We are delivering a significant programme of transformation. The Resident Experience and Access Programme is the Council’s biggest digital transformation programme it has ever undertaken and will transform the way residents interact with the Council as well as building on the Council’s commitment to being Ruthlessly Financially Efficient and doing things with Residents, not to them.

The Resident Experience and Access Programme (REAP) will centralise customer contact and maximise our use of technology to ensure all of our services are fully accessible via digital channels and to introduce efficient processes that enable the standardisation of the resident’s journey to ensure greater efficiencies and financial savings. We are aiming for our digital channel to be our resident’s channel of choice and as such it is important that we manage this channel effectively to ensure it meets residents’ needs.

This is a significant programme of work which will be made up of several projects affecting all services of the Council. The delivery of this programme will require significant transformation and cultural change across the Council.

The successful applicant will have extensive and proven experience of managing and delivering large scale transformational programmes in the public sector. You should be able to demonstrate the delivery of such programmes and the delivery of positive outcomes as a result in the form of both cost savings and non financial benefits. You will need to work with a variety of stakeholders including our residents and excellent communication and influencing skills will be key to successful delivery.

Role Responsibilities:
  • Delivery of the Resident Experience and Access Programme in association with the programme board and in line with the Councils’ project management framework, ensuring the programme is appropriately managed, resourced and governed.
  • Management of the Support team who prior to implementation will be the implementation team for the project.
  • Monitoring of progress with regard to the savings targets and supporting service areas to achieve transformation targets by making changes to processes and facilitating channel shift.
  • Post implemenation, day to day management of Resident Experience and Access Support Team. For more information please refer to

    People Values:

    How we act defines who we are. At the heart of our organisation is a common approach to defining ‘who we are’. We are looking for people who can build this into everything they do.

    We are fair

    We treat everyone with compassion, dignity and fairness. We value the views and opinion of others, and promote benefits and opportunities for all.

    We are caring

    We care about our borough and doing things well. We focus on standards and continuous improvement; learning from our mistakes and celebrating success.

    We are collaborators

    We work together for a better society. We work with our residents, businesses, schools, third sector and others for better outcomes for everyone.

    We are driven

    We will only settle for the very best. We seek to continually improve and put our residents, customers and businesses at the heart of everything we do.

    Recruiting for Attitude:

    Your skills and ability are important however, we recruit as much for attitude as we do experience. We are looking for people who have the following attributes:

    Complex problem-solving

    The ability to work within a complex system and find simple solutions and outcomes that deliver real change.

    Critical thinking

    The ability to challenge the norms through evidence-based approaches using both numerical and critical reasoning and thinking. You can rationalise decision-making and form views quickly and soundly from a range of sources.

    Creativity

    You take approaches that demonstrate how doing things differently and creatively changes the dynamic in situations. You can apply creative solutions that deliver hard outcomes.

    People management

    You can get the best out of people. You have a coaching-style and drive through a commitment to personal and professional development. You are clear in your expectations and have exception feedback from your team about their working environment. You recognise and support people as individuals.

    Coordinating with others

    You have the knack of working well with others. You have an appreciation of your own presence and approach and can demonstrate how you have developed and continue to develop how you work with others. You will also can recognise how others work, think, and feel to get the most out of collaboration.

    Emotional intelligence

    You have a high degree of self-awareness and self-regulation in a wide range of situations from one-to-one conversations to team and group dynamics. You can recognise motiving factors and demonstrate empathy appropriately applying a wide range of adaptive social skills.

    Judgement and decision making

    You can take rational and evidence-based decisions and take responsibility for your decisions and actions. Where there is ambiguity or a lack of evidence you can demonstrate the ability to understand the environment and show flexibility in applying your judgement.

    Negotiation

    You can demonstrate an understanding of the range of skills and techniques required to successfully negotiate with a range of other partners. This includes understanding how to structure and undertake successful negotiation on an organisational-wide level.

    Service orientation

    You must be unequivocal in your commitment and drive for outstanding service delivery. Both in terms of the quality of products and work delivered as well as the achievement of objectives. You and your team can demonstrate how your overall contribution to the organisation and service delivers to our organisational aims and objectives.

    Cognitive flexibility

    The ability to recognise the environment in which you work and adapt and shift to this environment to maximise your own personal achievement and lead others in the same approach. Applying cognitive flexibility to situation of significant change and transformation.

    Hammersmith & Fulham Council is committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.

    Corporate Equalities Employment Policy: In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equal access to jobs. No applicant or employee will receive less favourable treatment because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Qualification (GOQ) applies.

    We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.



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