My clients are a leading council and are looking for a Resources Case Manager who can come on board and support and enable teams across the council to deliver quality services for customers by providing excellent support services.

To build effective relationships with Directors and their leadership teams co-ordinating and galvanising case owner activity to meet their operational needs. To support the operational and functional management of the Resources Case Management function ensuring the provision of a responsive service to internal customers.
Duties
*Business partner for the Strategy, Performance & Communications and Resources directorates, developing a deep understanding of the business area and translating its service requirements into practical support
*Ensuring the delivery of joined up and co-ordinated cross specialist support for operational teams services across the organisation. Consulting and negotiating with support services specialists and to deploy resources in line with the requirements of the Directorate / business area they are responsible for
*Leading and co-ordinating case management activity to support their business area.
Ensuring efficient, effective and consistent processing and resolution of customer case work, identifying and meeting customer needs and ensuring the sharing and dissemination of best practice
*Understanding customer need and enabling a speedier, simpler, more responsive customer journey contributing to the continuous improvement in the delivery of the council's outcomes and ensuring high levels of customer satisfaction
*Promoting new ways of working, responsible for multi-skilling people within directly managed teams and encouraging knowledge sharing across Resources
Supporting customer self-serve and spotting opportunities for the council to initiate further enabling and self-serve. This could involve championing own ideas, participating in multidepartmental teams or project teams

Skills required
Educated to degree or equivalent level of extensive experience.
Management or professional qualification or qualified by strong relevant experience.
Ability to lead, manage and motivate staff including setting clear targets and objectives and proactively managing work flow, priorities and performance.
Demonstrable experience of delivering services focussed on customer needs.
Broad knowledge of council's services and systems.
Successful track record of leading, motivating and developing teams to deliver targets in a customer focused environment.
Ability to drive and deliver results and performance improvements.
Managing conflicting priorities, sometimes under pressure.
Broad understanding of council services and systems.
In depth knowledge of effective utilisation of relevant workflow, CRM, customer portal and performance systems.
Operational management to a series of KPIs within agreed budget.
Experience of building and leading high performing teams