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Assistant Director - Customer Care & Performance (Band 8c)

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Job Description

VANRATH are pleased to be supporting our client in their appointment of an interim Assistant Director to join their Customer Care and Performance team, based in Belfast city centre.

This is a fantastic opportunity for a senior candidate with experience in;
- Corporate Governance
- Change Management
- Project Management
- Customer engagement/service

Employment Package:

  • £65,664 per annum
  • 37.5 hours per week
  • Annual leave and pension contribution
  • Hybrid working arrangements
  • Benefits package (includes discount on fuel and groceries)
  • Immediate start available
  • Ongoing professional and confidential support from our senior consultants

The Role:
Acting as Interim Assistant Director, you will support the Director of Customer Care & Performance and Senior Management Team in enabling the Organisation to deliver on its strategic goals and significant transformation agenda.

Key Responsibilities:
The successful candidate will be responsible for and support on:

  • Strategic development and management of a portfolio of core Customer, Performance and Planning services.
  • Operational management of the office of the Chief Executive.
  • Delivery of a range of services to customers within the wider Organisation.
  • Supporting the Director in acting as a champion for external customers and negotiating Service Level Agreements (SLAs) and creating appropriate corporate mechanisms for customer feedback.
  • Managing a number of corporate functions through the Director. Including strategic and business planning processes, business development and growth, the performance management framework, corporate and service risk and assurance reporting, Board Governance (including Self Assessment) and communications.
  • Lead responsibility for coordinating the organisational approach to quality excellence.
  • Providing leadership in the context of the need for continuous improvement, transformational change and service reform.
  • Design and implement a new structure and model for service delivery. Which is efficient, cost effective and has the agility to support the employee and manager needs in the context of wider regional collaboration and change, and strategic direction.
  • Acting as a member of the Senior Management Team, you will lead on Policy Development for Customer Care, Performance and Planning to ensure the achievements of the department's overall objectives.

Candidate Requirements:


The successful candidate must possess a University Degree or relevant professional qualification* and have a minimum of 3 years experience in the below functions. (Consideration will be given to candidates who do not possess the relevant qualifications but can demonstrate 5 years experience in the below.)


Demonstrated experience in a senior management role* in the following functions:

- Corporate Governance
- Project Management
- Service Improvement
- Performance and Change Management
- Strategic Planning
- Customer Service

  • Experience of team and people and/or finance management.
  • Evidence of successfully managing organisation change and leading service improvement.
  • Have delivered against challenging Performance Management Programmes for a minimum of 3 years meeting a full range of key targets and making significant improvements.
  • Have worked with a diverse range of stakeholders, both internal and external to an organisation, to achieve successful outcomes for a minimum of 3 years.

Skills and abilities:

  • In-depth knowledge in a number of disciplines e.g. performance management, quality improvement, information system, finance, staff management, contract management acquired through training and experience over an extended period.
  • Demonstrate evidence of personal responsibility for achieving measurable improvement, at an organisational level, across a range of management activities.
  • Have worked with a diverse range of stakeholders, both internal and external to the organisation, across a range of professional disciplines, to achieve successful outcomes.
  • Have excellent communication skills, both orally and in writing, including experience of writing reports, briefings for senior stakeholders and experience of giving presentations to a range of stakeholders.
  • Ability to analyse a wide range of facts and information to include policy and legal information and be able to communicate this analysis to a range of key stakeholders, to include Board and Senior Management Team.

*Senior management is defined as experience gained at a senior level in an organisation reporting to an Assistant Director, or Head of a function or equivalent.

For more information on this vacancy, please apply via the link below or contact
Aisling Bishop in the strictest confidence.
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