Head of Customer Experience (Project)

Working on behalf of a Local Authority, Aatom Recruitment has an opportunity for Head of Customer Experience (Project) on a 8 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:

Both Councils are focused in their ambitions to be progressive in their thinking and delivering outcomes for our communities and our places. Sutton and Kingston have a number of successful shared services, run by the two Councils jointly in order to create resilient and scalable services fit for the future. The shared Customer Experience service was established in 2017.

This role is to provide leadership for the service and to own and develop 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:

• Lead the operational delivery of a range of services directly to residents ensuring services deliver the intended outcomes first time and to agreed levels of quality and cost
• Provide professional expertise and apply best practice to support the development and implementation of operational plans and ensure on-going professional development of self and others
• Provide information to Elected Members to enable them to monitor the delivery of their political objectives and priorities
• Manage discrete programs and projects to ensure they deliver their outcomes within agreed standards of cost and time
• Identify opportunities for the continual improvement of operations for the Council including changes to business processes in order to deliver cost effective services that meet agreed quality standards
• Develop, motivate and set performance objectives for a senior team/staff in order to support a culture of high quality organizational performance
• Manage devolved budgets and resources in order to support the delivery of intended outcomes and demonstrate value for money.
• Promote and raise the profile of Customer Contact and the Customer Experience
• Develop and deliver a Customer Experience vision applicable to both Councils and ensure that it aligns with and influences other transformation activities
• Lead the teams from each Council ensuring the needs of both Councils are met
• Develop a fit for the future service that meets statutory requirements and the changing needs of its stakeholders
• Work at a strategic level with each Council’s leadership team to develop, propose, test and challenge the way that services are delivered across the Councils
• Create a culture of innovation, expertise and knowledge-sharing
• Manage change effectively and creatively; respond to complex and changing situations through creative problem solving; new thinking, approaches, mechanisms and solutions to both organizations.

Knowledge, Qualifications and Experience:

• Educated to Degree Level or equivalent.
• Significant experience at senior manager level in a Local Authority or similar public body within Customer Contact
• Implementation of Customer Contact-related technologies including telephony and systems
• Experience of working in a Customer Contact function in different sectors
• Experience of delivering a Customer Contact service within a shared service or to multiple organisations simultaneously
• Ability to interpret complex or detailed information to deliver insight to the Councils’ customers and to drive an effective experience
• Ability to manage conflict or competing objectives to deliver creative and innovative solutions that contribute towards achieving corporate priorities
• Strong performance management capabilities
• Capability to translate strategy into realistic, achievable plans.
• Commercially astute mindset
• Open and adaptive approach to leadership, taking personal responsibility for achieving success for the Shared Customer Experience Service
• Ensure all health and safety standards are adhered to for the relevant work area
• Carry out duties and responsibilities in accordance with both Councils’ Equality and Diversity Policies
• Support and promote Sutton’s PRIDE values (People-focused, Responsible, Innovative, Diverse, Enterprising)
• Support and promote Kingston’s innovative, open and smart values

To get more information about this role and how to apply please contact Kartik 02475381078 or alternatively email: