Customer Experience Delivery Lead

The Valuation Office Agency is recruiting for a Customer Experience Delivery Lead to join the Customer Experience Delivery Team in the Operational Excellence directorate. You will work alongside SEO Senior Customer Experience Delivery Leads to support the development and delivery of customer experience improvements across the VOA. You will be working towards the Agency's 5 year customer and channel strategy to meet one of the agency's strategic objectives of delivering an excellent customer experience. The role holder will become an expert on customer experience, able to develop on proven customer experience knowledge and apply this to make tangible impact on shaping the VOA's customer journey. You will have the chance to expand your network and gain invaluable experience in stakeholder management across all directorates by providing sound advice to business units, ensuring that a strong customer focus is embedded within the Agency. The team has potential growth where there may be future opportunities to gain and develop line management responsibilities. Customer Experience Delivery Lead - Key responsibilities

• The Customer Experience Delivery Lead will work with stakeholders across all directorates to compile and maintain plans which track the status of existing and upcoming customer improvement activities in each business area.
• They are responsible for maintaining the cross-agency customer delivery plan enabling the team to have a strategic overarching view of all activities taking place across the agency impacting on customers.
• They will form good relationships with these stakeholders and will regularly analyse the activities on the tracker to establish gaps and duplications, and to look for opportunities to implement further customer experience improvements.
• Where opportunities or risks have been established, they will analyse options and put forward solutions for consideration by the Senior Customer Experience Delivery Leads, the Customer Experience Delivery and Local Authority Engagement Team Leader.
• The role holder will support the Senior Customer Experience Delivery Leads by leading on some pieces of customer experience delivery work. They will report to the Senior Customer Experience Delivery Lead and will escalate issues where necessary.
• Work alongside another Customer Experience Delivery Lead providing the secretariat duties for the Customer Experience Delivery Group.
• There may be a need for occasional travel across the UK with some overnight stays required to support business needs.
  
  Disability Confident
About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

The Valuation Office Agency (VOA) are the public sector's property valuation experts and advisers with a vision to be a world-leading provider of public sector valuations. Our work is vital to the collection of over £60 billion of revenue which goes back into communities, touching every citizen and every business across England and Wales. We champion the values of professionalism, integrity, respect and innovation. We are committed to providing a collaborative and supportive working environment that encourages every colleague to contribute, grow and excel together. With opportunities to drive your own development and growth, we empower our colleagues to succeed by ensuring support at every step of their career journey.