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Head of Customer Operations

3 months ago

Liverpool, Liverpool, United Kingdom UK Civil Service Full time

Job Summary

Are you enthusiastic about providing top-notch customer experience from start to finish?

Do you possess extensive knowledge of Customer Relationship Management (CRM) and the necessary cultural shift to fully incorporate it?

Are you interested in taking on a senior position that will enable CCS to leverage insights and best practices to enhance the value we offer?

Come and play a crucial role in driving customer-focused change.

The Role

This position is perfect for a standout individual to join the core of the Customer Experience Directorate (CXD) and influence the operational aspects of our service delivery while championing Customer Relationship Management (CRM) to place the customer at the forefront of CCS.

This senior role demands collaborative engagement and strategic decision-making to effectively manage cross CCS initiatives such as CRM and Customer First capability.

You will represent CXD at crucial cross CCS touchpoints, ensuring that our directorate and external customer needs are central to decision-making and the value we bring to our customers.

Customer Experience Overview

The goal of the Customer Experience Directorate (CXD) is to instill a customer-first mindset across CCS, in all operational aspects, and at every customer interaction point. Ultimately, we relay the customer's voice to CCS to assist them in finding the right commercial solutions for their requirements. Our mission is to enlighten our colleagues throughout the organization about what matters to the customer, such as social value and the local agenda, all with the ultimate objective of creating value for UK taxpayers.

One instance of CXD's wide-ranging scope is our collaboration with the NHS last year to offer solutions for virtual wards. This initiative allowed over 100,000 patients to recuperate at home with care comparable to that in a hospital, expediting their recovery and freeing up hospital beds for patients in critical need.

Team Summary

The Customer Experience Directorate (CXD) oversees the end-to-end customer journey experience, and the CXDHub team equips CCS with the means to address customer requirements through data-driven, actionable insights and collaboration. This role is a part of the CXD Hub - a small, varied, dynamic team that prioritizes well-being. You will be responsible for managing a team of 3-4 members.

Job Description

Key Accountabilities:

  • Customer First Implementation (Customer Centric focus) - Identify and lead key focus areas for incorporating the Customer First program; conduct research and anticipate future trends and issues with the Insight Team; foster day-to-day relations between CXD and other directorates like Policy, Digital, Data Directorates, and Procurement Operations, ensuring the adoption of a Customer First approach in CCS processes and procedures.
  • Serve as the primary CXD liaison for integrating the CCS approach to Customer Satisfaction.
  • Customer Relationship Management - Ensure consistent application of CRM and Strategic Account Management across CXD/Commercial/Customer Service Centre, identify and disseminate lessons learned, and embed them within the CCS framework.
  • Collaborate closely with Digital and Data directorates to seamlessly integrate the CRM approach with other business processes and tools.
  • Act as a key interface between CXD and the Commercial Directorate, collaborating with Commercial Operations and Category Leads to ensure that Customer Relationship Management is the foundation for a reliable, well-governed pipeline of opportunities and influences new products and services that enhance customer value.
  • Provide operational support to sales through the implementation of Strategic Account Management - Support Account Management teams in customer-facing activities, provide aid in Strategic Account Management (SAM) to ensure consistency in communication, CCS reputation, and messaging.
  • Corporate/project governance - Facilitate effective governance by ensuring CXD commitments align with high-quality submissions to boards, including contribution to value metrics and KPI reporting.
  • Supervise internal networks to ensure everyone recognizes CXD and our role in representing the customer's voice in commercial product development.
  • Collaborate closely with Policy and Communications teams to evaluate and enhance the impact of policy initiatives on the customer experience and implement necessary changes.
  • Responsible for assessing efficiency and managing core governance within CXD, including risks and issues, ensuring compliance with CCS and Civil Service procedures, and conducting audits as needed.
  • Support the Deputy Director of CXD and the Senior Team in leadership and management activities, including business planning, strategic changes, governance, and directorate management affairs.

Person Specification

Essential Criteria (to be evaluated during application):

  • A proven track record of achieving targets in a cultural transformation environment with multiple stakeholders.
  • Comprehensive understanding of CRM and practical experience in integrating business processes.
  • Ability to collaborate, proactively drive change in a dynamic environment where customer experience or journey is crucial to success.
  • Proficient in analysis and project management to identify customer needs, with a knack for demonstrating sound business judgment in offering solutions.
  • Exceptional negotiation and influencing skills, along with outstanding communication abilities to build and sustain robust relationships, ensuring excellent reputation management.

Behaviours

You will be assessed on the following behaviors during the selection process:

  • Seeing the Big Picture
  • Communicating and Influencing
  • Leadership
  • Managing a Quality Service
  • Delivering at Pace

Benefits

Besides your competitive salary of �68,771, Crown Commercial Service contributes �19,187 towards your participation in the Civil Service Defined Benefit Pension scheme.

What We Will Offer You, Here Are Some of the Benefits You Can Expect:

  • Competitive salary.
  • Generous pension scheme.
  • A discretionary, non-contractual performance-related bonus.
  • Remote working in addition to working in the specified office location.
  • Flexible working hours scheme (available for B1-B6).
  • Minimum of 25 days annual leave, with a possibility of up to 30 days linked to service duration, excluding bank holidays.

Explore thoroughly how we will carry out your work.

Looking to make an impact? Learn more about the fulfilling work we do in our organization.

The Civil Service is dedicated to attracting, retaining, and investing in talent wherever it exists. For more information, please refer to the provided links.

We aim to make our recruitment process inclusive to all. If there are ways we can support you, please get in touch.

Working Flexibly, Achieving Results

CCS operates as a flexible business with an intelligent working model in which our employees benefit from a blend of home and office work. Candidates are expected to work from one of the listed office locations. Our current office attendance approach necessitates a minimum of 26 days per quarter (approximately 2 days per week, subject to change) in CCS office locations or external meetings with suppliers, customers, partners, networking/industry events. This arrangement is pro rata for part-time employees. Our intelligent working principles enable our staff to engage in both office-based and offsite collaborations and learning, as well as remote work. This method allows us to uphold our commitment to responsible business practices, provide flexibility and improve work-life balance, while ensuring confident business delivery in line with our CCS values.