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Assistant Director Customer Service and Transformation
4 months ago
Job Title: Assistant Director Customer Service and Transformation - Surrey
Assistant Director Customer Service and Transformation – Surrey
As the operational and strategic lead for our customer experience functions, lead and drive the creation, transformation, and operational excellence of a new Customer Experience approach and Customer Hub for the county council. Delivering a customer experience that is modern, responsive, high quality and maximises the volume of first contact resolution. Through strategic leadership and innovative approaches, ensure that services are accessible, efficient, and inclusive, fostering trust, confidence, and delight among customers. Transform how we collectively engage and support residents to maximise efficiency and optimise how we use systems, data and the workforce to deliver a seamless and personalised journey for our customers. Work across all our directorates to establish an inclusive hub that brings together and aligns the systems, ways of working and culture of all members of the council’s workforce engaged in providing first line customer and resident support, going further to improve resolution rates and outcomes. Embed a culture of continuous improvement and high performance, balancing these transformational goals with operational stability, providing strategic and operational leadership to the range of services and functions supported by this new hub.
We will do this and provide customer experience excellence by:
- Delivering a joined-up customer journey with a focus on listening, better information, effortless interactions, and swift resolutions
- Developing accessible services designed around customer needs, using intelligent automation and technology, adopting a preventative and proactive approach.
- Creating inclusive approaches, ensuring our self-serve experience connects customers to the right assistance and support at the right time.
- Streamlining processes to provide an easier, more convenient service, with the option to speak to someone if needed.
- Building customer trust, confidence, and delight
- Reducing cost and maximising efficiency and effectiveness
To operate effectively in this role, you will need:
- Substantial and robust senior management experience in a large and complex customer services business environment.
- Demonstrable experience of leading large scale change activity with a focus on understanding, managing and exceeding customer expectations.
- Demonstrable awareness of the operating context and issues facing local government and the wider economy as well as within the designated functional areas.
- Substantial knowledge of policy, practice and delivery in the services covered by the Customer Experience functions.
- Ability to demonstrate personal resilience and determination in overcoming challenges and obstacles to deliver exceptional results.
- Demonstrable experience as an exemplary people leader able to provide visible and dynamic leadership and embed a culture of performance excellence and accountability.
- Credibility and an authoritative and influential approach, able to collaborate across service and organisational boundaries to drive innovation.
- Politically astute at the highest level and able to work and deliver complex policy areas in a political environment. Other requirements
- Politically restricted officer post.
- On call - be available if required to maintain key service delivery and in the event of a serious incident.
Recruitment is done in line with safe recruitment practices. We are an equal opportunity
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