Director of the Customer Contact Center & Tax Affairs, Public Affairs Department

The Hague, an international city of peace and justice. A vibrant city with over 550,000 residents representing more than 180 nationalities. A city by the sea with 11 kilometers of coastline, and a city brimming with economic opportunities. The Hague is thriving in many areas. At the same time, we face our share of challenges and tasks. This calls for an agile municipal organization that leads the way and ensures that services continue to meet the demands and needs of the city and its residents in an open and reliable manner. That is a wonderful role that we are proud to fulfill.

Municipality Approximately 9,200 employees work for the municipal organization, which consists of the following departments: Public Affairs, Social Affairs and Employment Projects, Urban Development, City Management, Education, Culture and Welfare, Operations, and Administrative Services. The Municipal Management Team (GMT) serves as the primary link between the municipal council and the civil service. The GMT consists of the general directors of seven departments, led by the municipal secretary.

The Public Affairs Department (DPZ) is one of the departments of the Municipality of The Hague. The department (approx. 1,000 employees) is committed to providing excellent service to residents, visitors, businesses, international organizations, and their employees.
The department consists of four sectors: the Customer Contact Center (KCC), City Districts & Neighborhoods, Tax Affairs (BZ), and the Library & The Hague Municipal Archives. The department’s management team currently consists of four sector directors and is led by the General Director of DPZ.

We are looking for a director for the Public Affairs Department who will oversee two divisions: the Customer Contact Center (KCC) and Tax Affairs. These are (and will remain) two separate divisions, but there are areas where they overlap.

What will you be doing?
Your responsibilities/tasks span three levels:
The level of the two sectors where you will lead approximately 450 employees. You will build on the initiatives already set in motion in recent years. These include cross-departmental and innovative working practices, as well as the cultural changes that have been initiated.
The level of the DPZ management team, where you help build a strong team that is connected to the other departments within the municipality as well as to the city.
The municipal level, where you represent DPZ in city-wide consultations, but also contribute ideas regarding the (implementation of the) corporate development agenda.

What are we looking for?
The ideal candidate:

• committed to providing excellent service;
• places a high priority on integrity;
  
• is collaborative and focused on professional development;
  
• knows what's going on in The Hague and has a soft spot for the city;
  
• is alert, politically sensitive, and aware of their surroundings, and can adapt to different situations accordingly;
  
• is results-oriented;
  
• is decisive and cost-conscious;
  
• has a coaching approach with a focus on people and is accessible and visible to employees;
  
• leads in an inspiring and empathetic manner;
  
• is stress-resistant and remains calm even in the midst of chaos;
  
• has their own opinions and vision, enjoys working with colleagues to develop a shared vision, and can communicate that vision persuasively
  
• is a compelling team builder; ambitious on behalf of both the people and the organization, and a compelling advocate for the sectors, the municipal organization, and the public interest.

Required knowledge and experience

• Academic level of work and thinking.
• Knowledge of and an affinity for the tasks and challenges of the municipal organization.
  
• Experience with large-scale change initiatives, service delivery, and IT (an eye for the opportunities presented by technology).
  
• Demonstrated successful leadership in similar roles, in areas such as strengthening collaboration between policy, implementation, and support; innovation; learning and development; and cost-effective management.
  
• Experience in a political and administrative environment.

What do we offer?
Salary is determined in accordance with the municipality’s employment regulations, up to pay scale 16, with a maximum gross monthly salary of €8,758 on a full-time basis. In addition, the Municipality of The Hague offers a flexible benefits package that you can largely customize yourself using an Individual Choice Budget.

Who are we?
For many people, the Public Affairs Department is their first point of contact with the municipality. The department handles passport issuance, marriage ceremonies, The Hague International Centre (THIC), municipal taxes and fees, research into The Hague’s history, and provides information, a meeting place, and opportunities for personal development at the library. Through the district organizations, the Public Affairs Department also serves as a vital link between citizens, resident organizations, the municipal administration, and the city government, particularly in areas such as public spaces, quality of life, welfare, youth, participation, and safety.

More information about the relevant departments, KCC and Tax Affairs:
The KCC plays a key role in providing individual services. The KCC’s more than 300 employees provide excellent service to residents every day through three channels: the internet, telephone, and the service counters at City Hall on Spui or the municipal office on Leyweg. The KCC’s management team consists of five people.
The KCC is responsible for the Personal Records Database (BRP), performing marriage ceremonies, organizing elections, and issuing documents such as passports, ID cards, and driver’s licenses. The KCC also performs a number of national tasks related to the registration of foreign documents and elections (the voting process for Voters Abroad) and the Hague International Centre (THIC). In addition, the KCC is responsible for a significant portion of the municipality’s services. For example, it manages the central telephone hotline 14070 and a significant portion of online services, such as the website www.denhaag.nl and the municipal MIJN portal.

Tax Affairs is an independent administrative body (as defined in the Municipalities Act and The Hague’s organizational regulations) within the municipality’s Public Affairs Department, which has the authority to make independent decisions regarding the collection of municipal taxes and levies. Tax Affairs has approximately 150 employees. The Tax Affairs management team consists of three people.
Tax Affairs is largely responsible for the revenue of the municipality of The Hague. Tax Affairs is responsible for implementing the Real Property Valuation Act, issuing 300,000 annual municipal tax assessments (property tax, waste collection tax, and sewerage tax), and collecting other tax receivables (dog license fees, tourist tax, parking fees, various administrative fees, etc.). Furthermore, Tax Affairs is responsible for collecting all monetary debts owed to the municipality of The Hague and handles appeals, (administrative) appeals, and cassation cases internally. Tax claims are taxes and fees that must be paid to the municipality.
Together with your two management teams (MT KCC and MT BZ), you will lead the organization and seek opportunities for greater cohesion and synergy. You will stand alongside and among the people, demonstrating leadership that, in addition to clarity and a professional approach, inspires and fosters trust.

Learn more
For further information about the position or the selection process, please contact Sandra Lutchman, Esq., a partner at Colourful People, at s.lutchman@colourfulpeople.nl or 06-40744074.
The Hague is home to a highly diverse population and faces a wide range of challenges, and the city considers it important to reflect that diversity at all levels of the organization, including at the top. This ensures that the city speaks the language of its residents, understands their needs, and provides services that meet those needs. Candidates who believe they can contribute to this are strongly encouraged to apply.

Application Process:
If you’d like to apply, please send a cover letter and resume to Sandra Lutchman, Esq., a partner at Colourful People, at s.lutchman@colourfulpeople.nl. We’d like to receive your application by May 22, 2022. The first interview will take place on June 3, 2022.

Additional information
You can find more information about our terms of employment at www.werkenvoordenhaag.nl/arbeidsvoorwaarden.
Checking references and an assessment may be part of the selection process.
For external applicants, requesting a Certificate of Good Conduct (VOG) is part of the selection process.

Recruitment agencies are asked to refrain from contacting us regarding this job opening.