Customer Experience Manager – Strategy (Project)

Working on behalf of a Local Authority, Aatom Recruitment has an opportunity for Customer Experience Manager – Strategy (Project) on a 3 month contract with a possibility of an extension.

This position will be a total of 36 hours per week, with hours from 09:00am – 17:00pm.

Job Purpose:

The Customer Experience Manager is a key voice of the customer in the Council. They will be responsible for the delivery of Customer outcomes (in either Kingston or Sutton). The role will be embedded in the relevant Council to enhance the customer’s experience in a way that enables each Council’s strategic priorities to be met with a focus on self service wherever possible, whilst supporting those residents that need help to access the services they need.

Job Specific Accountabilities:

• Take collective responsibility as part of the Shared Customer Contact Service Management Team for delivering activities that will realize the ambition and vision of the service
• Managing a team of 5-10 cut across Customer Care (Complaints, Member Enquiries and SARs) and Performance
• Ensuring the Customer is the focal point in decision making and their experiences with our service is optimal
• Managing overall performance and ensuring effective service delivery across customer contact and customer care (complaints, member enquiries and Subject Access Request)
• Ensuring strict adherence to SLAs, and corporate targets.
• Managing relationships with other council services to encourage focus on performance and customer care related improvements
• Structuring a problem, get to the crux of an issue quickly using data and analysis to validate and test approach.
• Delivering flexible and innovative approaches to remove bottlenecks via facilitation, creativity and resourcefulness to improvement service provided
• Identifying underlying issues or trends that are impacting service for residents through the use of data and reviewing issues.
• Managing multiple change projects with numerous stakeholders in a structured and logical way
• Forward resource planning and managing challenges as they arise
• Planning the deployment of resources whilst being responsive to new challenges in customer contact, both challenges that are predictable and those that are unforeseen
• Building up a set of uniform standards of customer care to support a more integrated service
• Maintaining up to date knowledge of best practice in the sector to exploit new opportunities in service delivery

Knowledge, Qualifications and Experience:

• Significant experience at a Senior Manager level in a Local Authority or similar public body within Customer Contact
• Extensive experience of working in a Customer Service environment
• Extensive experience of handling public complaints across a variety of different media in a sensitive and effective way and in line with statutory requirements
• Utilisation of data and insights to inform planning and decision making
• Educated to Degree Level or equivalent
• Experience of working in a Customer Contact function in the private sector
• Experience of delivering a Customer Contact service within a shared service or to multiple organisations simultaneously
• Experience with local authority member’s enquiries processesAbility to interpret complex or detailed information to deliver insight to the Councils’ customers and to deliver an effective Customer Access Strategy and experience
• Ability to manage conflict or competing objectives to deliver creative and innovative solutions that contribute towards achieving corporate priorities
• Strong performance management capabilities

To get more information about this role and how to apply please contact Kartik.