Head of Customer Service and Transformation

2 weeks ago

Weybridge, United Kingdom Clearwater People Solutions Ltd Remote Work Freelance Full time

Our client is currently undergoing a major transformation of it customer services to improve its customer journey, service and efficiency. The Head of Customer Service and Transformation will be responsible for the operational and strategic lead for the customer experience functions, lead and drive the creation, transformation, and operational excellence of a new Customer Experience approach and Customer Hub.

This will be a a hybrid role for The Head of Customer Service and Transforamtion.

Key Responsibilities for the Head of Customer Service and Transformation

  • Lead the establishment and operationalisation of a new Customer Experience Hub, collaborating to engage the workforce in co-designing customer experience initiatives and optimising systems for self-service while ensuring personalised support remains robust and sustainable.
  • Provide strategic leadership and operational oversight for customer experience initiatives, ensuring alignment with the hub's goals of delivering a seamless customer journey, fostering better information dissemination, facilitating effortless interactions, and ensuring swift resolutions.
  • Balance the transformation agenda with providing operational leadership to functions, managing change effectively while maintaining operational stability and performance to ensure uninterrupted service delivery.

Key Experience for the Head of Customer Service and Transformation

  • 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.

Please apply as directed

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