Customer Solutions Lead

3 months ago

Newcastle upon Tyne, United Kingdom Advisory, Conciliation and Arbitration Service Full time

**Details**:
**Reference number**:

- 325315**Salary**:

- £43,019 - £46,166- National: £43,019 - £46,166 Civil service pay policy applies.- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Senior Executive Officer- Grade 8**Contract type**:

- Permanent**Business area**:

- ACAS - Advice and Business Solutions**Type of role**:

- Customer Insight
- Operational Delivery
- Other**Working pattern**:

- Flexible working, Full-time, Job share, Part-time, Compressed Hours**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

LocationAbout the job

**Job summary**:
Advice and Business Solutions (A&BS) is a dynamic and innovative directorate within Acas. We are committed to delivering high-quality products/services that meet our customer’s needs. As we continue to expand our operations, we are seeking a dynamic, motivated, results-driven Customer Solutions Lead to drive our growth initiatives, with a passion for partnering closely with our valued customers to not only meet but exceed their needs.

You will be part of a national team that keeps the customer at the heart of everything we do, by undertaking root cause analysis, you will identify the challenges faced in the workplace and linking these to our effective suite of free and chargeable service as part of our strategic aim of resolving and preventing potential workplace issues before they arise.

Join us in driving the growth of our valued service Your contributions will play a pivotal role in shaping our future success, and our continuing commitment of building solid and mutually beneficial lasting relationships, with our customers as their key account manager.

**Job description**:
**Workplace Solutions and Business Development**
- Workplace Solutions - accountable for delivering impactful workplace solutions, which may arise following customer referrals, business development activity or collective interventions, including diagnostics and joint problem-solving projects. In addition, the provision of advice relating to the full range of employment relations, good practice and legal compliance issues in accordance with A&BS policy, the agreed business plans and individual targets.
- Business Performance - accountable for contributing positively to the work of the customer delivery team and supporting the Trainers.
- Make a proportionate personal contribution to the income and service delivery targets and standards
- Group Mediation Delivery - responding to referrals from the mediation gatekeeper in Dispute Resolution Directorate for mediation cases involving multiple parties
- Conflict Resolution - accountable for coaching and advising businesses, staff and managers on matters regarding conflict resolution, relationship building, productivity, growth and effective communication
- Business development - responsible for taking opportunities to proactively develop the A&BS business and strategic aims. Increase reach of our services through various delivery mediums including (but not limited to) social media, speaking events, conference planning/delivery, media requests in line with policy.
- In line with policy identification and completion of appropriate proposals / tenders for chargeable work.
- Lead and support wider team with customer account management process/management from initial contact through to business as usual, managing
- SLAs and insuring regular reviews
- Engagement with partners and providers to identify opportunities for joint-working, commissioned work and/or commercial partnerships for mutual gain

**Training**
- Bespoke workplace training - responsible for developing and delivering workplace solutions which meet customer needs
- Complex Training Delivery - accountable for delivery of complex training products in company or as part of an open access programme - digitally and face to face Group Mediation Training - accountable for the delivery of mediation training (CIWM) digitally and face to face, onsite in company premises or offsite as required and maintaining CIWM accreditation tutor requirements
- Support to create and write training content and delivery slide packs within the training product development framework.

**Employment Relations**
- Expert Guidance - to promote and facilitate good employment relations through numerous delivery mediums within workplaces.
- Accountable for working closely with industry & business leaders, trade unions,employee forums, HR and line management providing expert guidance on a variety of employee relations matters
- Third Party Relationships - accountable for consulting with Senior Business
- Managers and employees / Trade Union representatives regarding employee relations issues and initiate action plans to address and resolve issues
- External Employee Relations Support - accountable for operating with discretion and judgement, provide primary support and lead on employee relations and compliance issue

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