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Vacancy Details

Head of Contacts

Hammersmith & Fulham
£57,464 - £75,558 (SMG3)
Hammersmith and Fulham
Working Pattern:
Full Time
36 hours.
DBS Check:
Closing Date:
16/11/2018 at 17:00 PM
Hammersmith & Fulham

Head of Contacts


£57,464 – £75,558 pa

Location: Hammersmith Town Hall Extension

At the heart of our ambition to be the best council, we have set out The H&F Vision about how we will achieve this. Our residents and those who have contact with the council must have confidence that the council has their interests at heart. There is no more important part of this than how we deliver services, work with - and listen to - our residents.

The Head of Contacts is responsible for several front-line, customer-focused services, and contact channels – including telephony, online and face-to-face services. To be succesful in the role, you will bring an excellent understanding of leading multi-service and multi-channel operations. You will also have direct experience of:

contact centre management;

  • leading transformation programmes; and
  • dispute and complaints resolution

Importantly, you will put the customer at the heart of everything you do.

This is a high-profile role within the Council. You will be required to work with senior leaders and elected Members across the organisation. The post holder will be a confident communicator, with excellent organisation and leadership skills.

If you would like an informal conversation about the role, please contact James Filus on 020 8753 4499, or email: james.filus@lbhf.gov.uk

Closing date: 7 November 2018

Interviews held on: 14 November 2018


How to apply

Please apply online via the link provided.

Please note, we do not accept CVs submitted without a fully completed online application form.

Further information on this vacancy