Customer Experience Improvement Lead Customer Experience Improvement Lead

Customer Services provides a single point of contact for around 90% of the organisation's initial contacts and is the focal point for receiving feedback from the public. As a centre of customer service excellence, we provide information, advice, and support to services across the whole county council. We believe in great leadership and teamwork, and encourage a culture of respect, trust and integrity. We are constantly looking to improve standards of service to our customers and ensure we have an energised and engaged workforce., As the Customer Experience Improvement Lead, you will work strategically and operationally, leading a matrix team to implement new projects and improvements into the Customer Services operation. You will be the Customer Service subject matter expert within the Transformation Programme team creating a crucial bridge between operational and transformation delivery. By engaging with service-based specialists and customer service teams, you will drive and lead the discovery, design and delivery of new ways of working that enable us to adapt to our customers' evolving needs, and meet the principles of our Customer Promise to deliver a consistently excellent customer experience for anyone engaging with Surrey County Council. This is one of two Customer Experience Improvement Lead roles focusing on different areas of work and it is essential the roles work together on cross-cutting programme outcomes where subject matter expertise overlap. In this exciting role, you will use your customer service operational expertise to influence and ultimately implement transformation projects which will realise our new Dynamic Customer Operating Model ambitions - driving customer experience improvements alongside delivering operational efficiency.

• Extensive experience of senior customer service roles, ideally within a contact centre environment
• Experience of managing change and of shaping, developing and influencing programmes focused on customer experience improvements, in a complex organisation
• Substantial experience of collaborating with others to develop and implement accessible services designed around customers who need access to services, information and advice
• Good understanding of telephony and customer contact systems and how these provide customer insight to inform improvements
• Good understanding of key strategic issues facing local government, with an understanding of political management issues and culture
  
  The starting salary for this role is £59,868 per annum based on a 36-hour working week. This position is initially being offered as a two-year fixed term contract opportunity.
We are excited to be hiring a new Customer Experience Improvement Lead to join our fantastic team. If you're an innovator, collaborator and champion the customer voice, we want to hear from you! The role is based in Dakota Building, Weybridge. Whilst there are opportunities to work from home, our expectation is that staff will spend at least 2 days in the office, or more where business need demands. We would anticipate that this role will require regular travel to other Surrey County Council offices. Rewards and Benefits
• 26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 30 days after 5 years' service
• Option to buy up to 5 days of additional annual leave
• An extensive Employee Assistance Programme (EAP) to support health and wellbeing
• Up to 5 days of carer's leave per year
• Paternity, adoption and dependents leave
• A generous local government salary related pension
• Lifestyle discounts including gym, travel, shopping and many more
• 2 paid volunteering days plus 1 team volunteering day per year
• Learning and development hub where you can access a wealth of resources