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Customer Improvement Specialist
5 months ago
**Details**:
**Reference number**:
- 295609**Salary**:
- £37,295 - £44,724- National: £37,295 - £41,425, London: £40,262 - £44,724 For details of our pay on appointment policy, please see below under the heading ‘Salary’.- A Civil Service Pension with an average employer contribution of 27%**Job grade**:
- Senior Executive Officer**Contract type**:
- Permanent**Business area**:
- DEFRA - S&C - Portfolio**Type of role**:
- Business Management and Improvement
- Communications / Marketing
- Operational Delivery
- Other**Working pattern**:
- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:
- 1Contents
Location
About the job
**Benefits**:
Things you need to know
Location
- Bristol, London, Newcastle-upon-Tyne, YorkAbout the job
**Job summary**:
The Department for Environment, Food and Rural Affairs (Defra) is the UK government department responsible for safeguarding our natural environment, supporting our world-leading food and farming industry, and sustaining a thriving rural economy. Our broad remit means we play a major role in people's day-to-day life, from the food we eat, and the air we breathe, to the water we drink.
- Portfolio Directorate_
The Portfolio Directorate deals with a vast range of issues that profoundly impact people’s lives, coordinating across programmes and projects. Your role will be critically important to achieving our vision of ‘creating a great place for living’. This is a particularly exciting time to join the Defra group. You will have the opportunity to contribute towards and influence the development of new approaches and policies on a wide range of issues affecting millions of people in the UK. You will play an active role in shaping and delivering the Defra group’s priorities, working creatively and collaboratively with others to deliver excellent outcomes. These roles will provide significant opportunities to develop your own skills and future career.
- Encouraging diverse applicants_
**Job description**:
The size of Defra’s customer delivery is huge. Across the Defra family, we deal with more than 21 million transactions a year. Our top 10 guidance pages get over 10 million views, and we receive around 800,000 or so calls a year. Right now, our customer journeys are difficult to navigate, complex and long.
Defra wants to put customers and partners at the heart of what we do and how we do it, with user centred digital services and policies. The Improving Customer Delivery team is committed to making this happen.
We’ve developed an ambitious customer vision describing the experience we want our customers - typically farmers, land agents, industry and businesses, industry associations, charities, traders, researchers, vets, and members of the public - to have with us. We are looking for individuals who are passionate about improvement and customer delivery to join our small and friendly team.
As a Customer Improvement Specialist, you will work closely with delivery bodies, business areas, projects, and policy to identify areas of customer impact and where we can improve customer experience across Defra.
Taking a customer centric approach, you will lead and contribute to key improvement work, delivering with and through others. You will build a network that enables the development of a strong customer culture across the organisation, including key stakeholders and delivery partners in Digital Data and Technology Services, policy, and operational delivery.
You will work with customer contact points in Defra’s Delivery Bodies to develop a consistent approach to customer contact and improve customer journeys. By sharing and enabling the adoption of best practice across organisations, you’ll play a key part in raising standards.
This is a fantastic time to join our team, doing work that will improve customer experience and help Defra deliver its outcomes.
**Person specification**:
**Your responsibilities will include but are not limited to**:
- Acting as the voice of the customer, ensuring that changes and improvements are driven from a customer perspective.
- Leading on and supporting improvement and change projects working across Defra group. These range from working with specific departments within an organisation, to working across multiple organisations where services cross organisational boundaries.
- Run continuous improvement interventions and workshops so we can deliver improvements to customer experience.
- Conduct problem solving exercises to deliver optimal solutions by effectively analysing all the information, probing to develop alternatives and enabling customers to make sound and timely decisions.
- Ensure that we are delivering a customer experience that is accessible and inclusive.
- Working with the customer contact points in Defra’s key delivery bodies to develop a consistent approach to customer contact and improve customer journeys.
- Working collaboratively with delivery bodies to f
