Public Liaison Manager

Strategy and Communications Strategy and Communications sits at the centre of the organisation, bringing together several teams with organisation-wide remits and mutual collaboration opportunities. The work of the directorate’s teams includes delivery of major events, designing and leading public affairs or marketing campaigns, providing data, evidence and analysis, leading cross-organisational programmes, to making sure we plan for and can respond to emerging events or emergencies in our city. The Public Liaison Unit (PLU) is the Greater London Authority’s (GLA's) front-line public enquiries service, which provides a voice for Londoners to the Mayor and the GLA. The team handles over 100,000 yearly enquiries and delivers over 300 annual education visits to City Hall. An exciting opportunity has arisen to join the management team and lead PLU team officers to provide first line contact for members of the public via emails, letters, and telephone calls. We are looking for someone with a proven record of leading, managing and delivering a high standard of information/customer service. You will work as part of the management team to develop an effective and efficient public information service to inform and promote the work of the Authority. You will be an excellent communicator with very good leadership skills and the ability to influence and build relationships at all levels. About Greater London Authority (GLA) Working for a better London for everyone - we have a role in many areas of London life - you probably see our work every day. Join the Greater London Authority (GLA) and be at the heart of shaping London's future! At City Hall, collaborate with the Mayor and London Assembly to craft visionary plans, influence global policy, and manage iconic landmarks. Your role is a unique opportunity to contribute to the Mayor's mission, from transportation innovation to environmental challenges, and elevate everyday life in London. About the role The Public Liaison Manager - will lead and supervise five Public Liaison Officers to become a high performing impactful team. The role has responsibility for developing and managing the GLA’s Public Liaison team and its operations efficiently and effectively including responding to public enquiries to ensure the Authority meets its service standards. You will provide support to the Senior Manager of Public Liaison Unit and ensure that the GLA’s process of engagement acts as an open channel of communication in informing Londoners consistently and coherently of the Mayor’s/GLA’s strategies, policies, and decisions. You will commit to understanding and following GLA procedures relevant to your role (e.g., complaints, vexatious, accessible communications) and make recommendations to ensure procedures and policies remain relevant. About you Principal accountabilities We would love to hear from you if you have; • Proven line management experience. • Evidence of delivering high-quality customer service as well as experience with change management and business collaboration which has contributed to organisational transformation. • Strong communication skills, capable of engaging effectively with senior-level stakeholders and colleagues across the organisation, including expertise in crafting reports and presentations tailored to diverse audiences. • Be calm under pressure and quickly grasp critical issues and make effective decisions within tight deadlines. • Experience in leading and mentoring teams to foster inclusive, collaborative, and creative work environments to deliver effective services. • Experience managing crisis communications issues in a busy political environment including an understanding in complaint handling procedures. Person specification Technical requirements/experience/qualifications • Substantial knowledge and evidence of delivering high quality customer services and proven success in applying this knowledge in a comparable high-profile organisation. • Substantial experience of successfully establishing and managing arrangements for obtaining, handling, and disseminating wide ranges of information. • Evidence of producing reports and briefings to senior managers to inform on customer service performance and development. • Evidence of a thorough knowledge and understanding of latest developments in the use of information and communications technology. Behavioural competencies Building and Managing relationships …is developing rapport and working effectively with a diverse range of people, sharing knowledge and skills to deliver shared goals Level 2 indicators of effective performance • Develops new professional relationships • Understands the needs of others, the constraints they face and the levels to their engagement • Understands differences, anticipates areas of conflict and takes action • Fosters an environment where others feel respected • Identifies opportunities for joint working to minimise duplication and deliver shared goals Organisational Awareness …is understanding and being sensitive to organisational dynamics, culture and politics across and beyond the GLA and shaping our approach accordingly Level 2 indicators of effective performance • Challenges unethical behaviour • Uses understanding of the GLA’s complex partnerships arrangements to deliver effectively • Recognises how political changes and sensitivities impact on own and team’s work • Is aware of the changing needs of Londoners, anticipating resulting changes for work agendas • Follows the GLA position in the media and understands how it impacts on work Responding to Pressure and Change …is being flexible and adapting positively, to sustain performance when the situation changes, workload increases, tensions rise or priorities shift Level 2 indicators of effective performance • Maintains a focus on key priorities and deliverables, staying resilient in the face of pressure • Anticipates and adapts flexibly to changing requirements • Uses challenges as an opportunity to learn and improve • Participates fully and encourages others to engage in change initiatives • Manages the team’s well-being, supporting them to cope with pressure and change Decision Making …is forming sound, evidence-based judgements, making choices, assessing risks to delivery, and taking accountability for results Level 2 indicators of effective performance • Takes decisions as necessary on the basis of the information available • Makes decisions without unnecessarily referring to others • Involves and consults external stakeholders early in decisions that impact them • Identifies potential barriers to decision making and initiates action to move a situation forward • Demonstrates awareness of the GLA’s decision making processes and how to use them Managing and Developing Performance …is setting high standards for oneself and others, guiding, motivating and developing them, to achieve high performance and meet the GLA’s objectives and statutory obligations Level 2 indicators of effective performance • Motivates and inspires others to perform to their best, recognising and valuing their work and encouraging them to learn and reflect • Sets clear direction and expectations and enables others to interpret competing priorities • Agrees and monitors challenging, achievable performance objectives in line with GLA priorities • Manages performance issues effectively to avoid adverse impact on team morale and performance • Promotes a positive team culture that respects diversity and deals with barriers to inclusion This role is based at City Hall, in the Royal Docks (Kamal Chunchie Way, London, E16 1ZE). GLA staff are hybrid working up to 3 days a week in our offices and remotely depending on their role. As part of this, you will need to split your time between home working and coming into the office. Application Process & Additional Information Please note all applications for this vacancy must be submitted via our online recruitment system. We do not accept CVs alone for this role. If you would like to apply for the role you will need to submit the following: • Up to date CV • Personal statement with a maximum of 1500 words. Please ensure you address how you demonstrate the essential criteria outlined above in the advert. Please ensure your CV and Personal Statement have a maximum file size of 1.5MB each and upload your Personal Statement to the ‘Additional Documents’ section of the form, ensuring you address the technical requirements and competencies in your Personal Statement. Word or PDF format preferred and do not include any photographs or images. Please ensure your CV and Personal Statement are saved with the job reference number as part of the naming convention (E.g. “CV – applicant name - (phone number removed)). Applications submitted without a Personal Statement will not be considered. London's diversity is its biggest asset and we strive to ensure our workforce reflects London's diversity at all levels. We welcome applications from everyone regardless of age, gender, gender identity, gender expression, ethnicity, sexual orientation, faith or disability. We particularly encourage applications from Black, Asian and Minority ethnic candidates and disabled candidates who are currently underrepresented in our workforce. We are committed to being an inclusive employer and we are happy to consider flexible working arrangements. We would welcome applications from candidates who are seeking part time work as this role is open to job share. In addition to a good salary package, you will be paid every four weeks, providing frequent salary payments. We also offer an attractive range of benefits including 30 days’ annual leave, interest free season ticket loan, interest free bicycle loan and a career average pension scheme. On this recruitment campaign, as part of GLA’s continuing commitment to be an inclusive and equal opportunity employer we will be removing personal identifiable information from CVs and Personal Statements that could cause discrimination. Reasonable adjustment will be made to working arrangements to accommodate a person with a disability who otherwise would be prevented from undertaking the work. Application closing date: 20 September 2024 at 23:59