Head of Customer Experience
What's involved with this role:
Interim Head of Customer Experience
Job Ref: Cheshire 5257632Pay Rate: £38.31 per hour PAYE
Hours per week: 37 Monday – Friday, normal working hours
Role Length: This opening assignment is for 2-3 months
City: Crewe, Cheshire
The post holder will lead, manage and commission customer operations to enable the Council to meet its strategic objectives as outlined in the Corporate Plan.
Key Responsibilities:
Provide leadership, direction, and motivation to the Customer Experience Team and to front line staff across the Council.Lead the design, development, and delivery of the Council’s Customer Experience strategy.
Work across all Council services and with partners to identify and address customer needs and wants and drive customer satisfaction across the Council balancing this with the priorities and financial restraints of the Council.
Lead the transformation and re-design of all Council services, working with Directorates and services to create seamless customer journeys, promoting the benefits of digital developments, seeking out new opportunities, challenging existing practices, learning from the experience of others and trialling innovative solutions.
Lead on the design and delivery of a revised target operating model for the delivery of customer service across the Council, ensuring these drives standards of customer service, improved resolution and customer satisfaction and delivers efficiencies.
Lead and commission developments in support of the Council’s approach to digital customer services. Ensure these maximise the benefits of digital, address the needs of the Council, its residents and businesses.Support the Council’s Digital Inclusion agenda ensuring equality of access and service for all customers. Work with community-based services both within and outside the Council to provide assisted digital support to customers and challenge services where operating practices create barriers to digitally excluded residents.
Develop policies, procedures and best practice guidance on customer experience and customer service delivery, embedding these across all Directorates, monitoring performance against these and driving improvements to the Councils overall service delivery, customer satisfaction and reputation.
Lead the Councils Complaints and correspondence service, improving the recognition and management of correspondence and complaints across all Directorates, ensuring full compliance with procedures and Local Government Ombudsman directives and ensuring complaints and correspondence are used as a lever to drive service improvements.
Embed a positive customer experience culture across the Council and with partners, championing a customer-centric approach, promoting innovation, driving improvements, and challenging poor practice.Act as the customer advocate operationally and strategically utilising and promoting customer insight data to ensure the voice of the customer is heard in all decision making.
Qualifications:
Degree or equivalent professional qualification.Relevant professional qualification in Contact Centre or customer services management.
Skills & Experience:
Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.Experience and consistent achievement at a senior management level in an organisation of comparable scope and complexity pursuing a transformational agenda involving cultural, technological and service design transformation.
Extensive experience at a senior level within a Customer Service environment with previous experience of designing and delivering strategic customer service change across an organisation.
Strategic understanding and expert knowledge of relevant legislation, national policy, best practice and emerging strategies in relation to customer experience, revenues and benefits.
Sound understanding of the Digital landscape within the customer environment and how this can be maximised to enhance the customer experience.
Excellent financial skills and the ability to manage and monitor high value budgets and revenue collections.
Experience of leading, motivating and managing services with multi-disciplinary teams to achieve significant, sustainable improvements and positive outcomes through internal and external partnerships.
Knowledge of Council services, their service proposition and their impact on local residents and businesses.
Ability to provide visible and supportive leadership, empowering, motivating and developing staff and fostering a positive organisational culture, focusing on delivering improved outcomes for service users.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
Clients are generally looking for candidates who are local to, or who can commute easily to the place of work. It will help your application if your CV states, in broad terms, where you reside – there is no need for a full address.
Please feel free to apply to us direct via jobs@tclrec.com by quoting the job reference and exact job title.
To help speed up the process of uploading your CV to the client we would ask that you send us your CV in Word format (or equivalent) if possible, not as a PDF.
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension, you will be working at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than umbrella pay terms.We do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Due to the number of CVs being sent to us under current market conditions, unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days, please assume that you have not been shortlisted on this occasion.We will, however, be very happy to receive future applications from you for other roles.
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Job Ref: Cheshire 5257632
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.