Development Manager

  • Location
    London, Greater London
  • Salary
    £ 26.54 - £ 33.24 / Hourly
  • Job type
    Contractor
  • Industry
    IT
  • External Reference
    RQ575414LBN
  • Category
    IT - Business/Systems Analysis

JOB TITLE: Development Manager
LOCATION: East London
PAY RATE: £26.54 hourly PAYE / £33.24
START DATE: ASAP
DURATION/Hours: 6-month initial contract/ 36 hours a week
IR35 STATUS: Inside



Job Purpose:


To support Customer Services while it rolls out a number of service improvements and projects, including complaints management system, new telephony system and some key processes to reduce failure demand.


Key responsibilities:




  • To deputise for the Customer Service Business Development Manager at internal and external meetings, including Customer Services' SMT, relevant corporate forums, etc, and to have joint management responsibility for the team with the Senior Customer Resolution Officer, as required.

  • Responsible for the collation, analysis and dissemination of detailed management information, to ensure that data is accurate, clearly presented and of high quality to assist decision making in resource and performance management across Customer Service, which includes Contact Centre, Repairs Operations Centre, Customer Service Centre, Registrars and Ceremonies, Complaints, Cemeteries and Mortuary and other services across the council.

  • To interrogate and extract data from a range of ICT applications, to include the telephony platform, voice recognition system, CRM, workforce management tool in the creation of databases and spreadsheets

  • To develop appropriate tools, systems and methodologies to identify process improvement opportunities, and analysis of data relating to quality of service and staff output

  • Responsibility for the production and analysis of a range of customer-facing management information developing statistically and mathematically accurate reports, displayed in a clear and appropriate style, for the purposes of highlighting performance achievements for the service, team and the individual. Working with management and Service Development Officers to provide effective quality monitoring solutions.

  • Responsibility for the updating and amending of key operational systems such as the telephony, voice recognition system, CRM, workforce management tool and others Amend the system



Knowledge and experience:



  • Qualified or extensive experience in business analysis and process redesign techniques and methodologies.

  • Knowledge of predictive data analysis and their successful implementation

  • Strong working knowledge of ICT systems as they apply to customer-facing performance measurement, including Customer Relationship Management systems, or similar

  • Knowledge of statistical methods and research techniques, including query building, and process improvement techniques

  • Knowledge of quality and performance systems

  • Advanced knowledge and understanding of the use and programming of spreadsheet and database applications to enable quick, efficient and accurate collation of variable datasets

  • excellent understanding of the services provided within the Customer Services Business Unit and how the role of the Performance Analyst can impact service delivery.

  • Significant experience of leading business change projects from analysis through to implementation

  • Experience of presenting data to a wide and varied audience including senior managers and Members

  • Experience of operating, updating and retrieving data from ICT systems.












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