Customer Compliance Lead

This role ensures Customer Services meets all statutory and Essex County Council (ECC) policy requirements through effective controls and checks. It provides senior management with the assurance they need and handles high-level policy and service enquiries and complaints, ensuring top-notch responses.

You'll be at the forefront of delivering efficient service recovery, championing customer experience, and tackling the root causes of complaints. By leveraging performance data and customer feedback, you'll drive continuous improvements and implement cost-effective, tech-driven solutions. Plus, you'll play a pivotal role in embedding the Six Pillars of Customer Experience.

Key Responsibilities:

Audit & Improvement: Assess internal system controls and collaborate with service areas to develop and implement improvement plans.

Customer Experience: Enhance customer experience by reducing touchpoints and rationalising channels, while minimising costs.

Performance Testing: Evaluate team and individual performance to ensure quality, productivity, and compliance with ECC policies.

Continuous Improvement: Partner with the Head of Operational Strategy to drive continuous improvement and lean projects.

Complaint Resolution:Assist in investigating customer complaints, identifying root causes, and developing corrective plans.

Best Practices: Support Customer Services leads in implementing best practices for health and safety, business continuity, risk, and information governance.

Relationship Management: Manage relationships across ECC, ensuring ethical and impartial handling of complaints to improve service delivery.

Data Analysis: Collaborate with the Optimisation, Planning, and Reporting Manager to analyse data and customer feedback for informed decision-making.

Risk Management: Monitor and manage business-as-usual risks and current issues for each service hub.

Stakeholder Engagement: Build strong working relationships with stakeholders to achieve shared goals.

· Educated to degree level or equivalent by experience.

· Evidence of continuing professional development and expert knowledge in relevant professional area including compliance and internal audit.

· Substantial knowledge of compliance with proven experience of translating policy into practical application and keeping up to date with relevant legislation to ensure polices remain current.

· Excellent communication, influencing and stakeholder management skills, with experience of working successfully with challenging and demanding customers, using negotiating and diplomacy skills to resolve conflict and situations where there are competing demands.

· Proven experience of developing business cases for change programmes to drive continuous improvement, including seeking ideas and feedback from customers.

· Proven experience of risk management, developing best practice and implementing with senior stakeholders.

· High level written and analytical skills, with attention to detail, ability to interpret data and use evidence and insight to draw conclusions.

· Ability to problem solve effectively, anticipating and intervening early to diffuse conflict and be resolute in situations of challenge.

To read more about our business area, please visit: Climate, Environment and Customer Services

Why Essex?

As one of the largest and most dynamic UK local authorities, Essex offers a stimulating public service environment. Covering over 1,420 square miles and serving 1.8 million residents, we're committed to transformational change and delivering better quality at lower cost. Recognised in the top three of the latest IMPOWER index for productivity, we ensure everyone matters in Everyone's Essex . With flexible working options and a focus on innovation, whether you are looking to develop your career or contribute to the local community, Essex is the ideal place for you.

Essex County Council is proud to be a Disability Confident Leader. We're committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process.

We're also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to https://www.gov.uk/dbs-update-service

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employees and volunteers to share this commitment.

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