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Assistant Director Customer Service and Transformation
4 months ago
Job Title: Assistant Director Customer Service and Transformation
Location: Surrey
Contract: 6 months
Salary: £800/day
Work Arrangement: Hybrid
Are you a visionary leader with a passion for transforming customer experiences? We are seeking an exceptional Assistant Director of Customer Service and Transformation to lead the creation and operational excellence of a new Customer Experience approach and Customer Hub, for a local authoruty in Surrey. This is a unique opportunity to shape the future of customer service for our community.
Key Responsibilities:
As the operational and strategic lead for our customer experience functions, you will drive the creation, transformation, and operational excellence of a new Customer Experience approach and Customer Hub. Your role will be pivotal in delivering a customer experience that is modern, responsive, high quality, and maximises first contact resolution. Through strategic leadership and innovative approaches, you will ensure that services are accessible, efficient, and inclusive, fostering trust, confidence, and delight among customers.
Strategic Leadership and Operational Excellence:
Lead the establishment and operationalisation of a new Customer Experience Hub for the county council. Collaborate with the workforce to co-design customer experience initiatives and optimise systems for self-service, ensuring robust and sustainable personalised support.
Provide strategic leadership and operational oversight for customer experience initiatives. Align these with the hub's goals to deliver a seamless customer journey, foster better information dissemination, facilitate effortless interactions, and ensure swift resolutions.
Balance the transformation agenda with providing operational leadership to functions. Manage change effectively while maintaining operational stability and performance to ensure uninterrupted service delivery.Enhancing Efficiency:
Spearhead the development and implementation of accessible services tailored to customer needs. Leverage intelligent automation and technology to anticipate requirements, enhance service accessibility, and minimise potential issues through preventative measures.
Champion inclusive approaches to service delivery, optimising self-service channels to connect customers with appropriate assistance and support. Facilitate equitable access to services and enhance customer satisfaction through timely and relevant support.Culture and Engagement:
Create a vibrant work environment within the Customer Experience Hub. Foster staff motivation and engagement by implementing comprehensive communication channels, engagement initiatives, and professional development opportunities.
Cultivate a culture of trust, confidence, and delight among customers through consistent delivery of high-quality service experiences. Improve resident engagement and advocacy.Continuous Improvement and Performance:
Develop and implement robust performance metrics and reporting mechanisms to monitor the effectiveness of the Customer Experience Hub. Ensure accountability and drive continuous improvement efforts based on data-driven insights.
Collaborate closely with stakeholders across the council to identify opportunities for synergies and collaboration. Leverage expertise and resources to enhance the overall effectiveness and impact of customer service initiatives.
Requirements:
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.
Be available on call if required to maintain key service delivery and in the event of a serious incident.Join us in making a lasting impact on Surrey's community through exceptional customer service. Apply now to be part of this transformative journey
