Customer Experience and Insight Lead

2 weeks ago

Norwich, United Kingdom South Norfolk Council Full time

**Can you help us deliver first-class customer service?**

**Role Snapshot ** Are you passionate about using data and insight to deliver innovative, customer-centred solutions? Do you want to play a central part in developing the transformation of customer service provision across two local authorities? Then read on...

**What you could be part of**

Broadland District and South Norfolk Councils work in collaboration to deliver key services that our residents, communities and businesses value the most.

As part of our exciting transformation agenda, we have developed a range of tools to help us achieve our ambition of providing a “first-class customer service”. Working not only with a team of Customer Service Advisors, but colleagues from right across the business, we are looking for a customer experience professional to deliver our strategy, collecting and analysing feedback to provide insight to key stakeholders whilst making sure our customers’ needs and views are always at the centre of transformational change.

Working at the Council enables you to be part of an organisation which is proud to deliver high-quality, customer focussed services. Our success comes from us being commercially astute and business-like. Continuous improvement is also vital, and we challenge ourselves to develop new and innovative ways to improve the services that make a real difference to people’s lives.

**What you’ll be doing**
- Implementing a First-Class Customer service approach across the organisation and acting as the central point for all customer insight, complaints and lessons learned
- Commissioning, analysing and interpreting customer data to inform and influence key decision making and transformation at a corporate level.
- Using customer insight to shape service transformation and improvement to ensure the best outcomes for the customer are delivered.
- Advising and influencing service areas to ensure customer standards and customer performance measures are met, ensuring that the customer remains the focus of continual service improvement and delivery.
- Working with the whole organisation to provide a first-class customer experience in line with our core values, our Customer Service Strategy and in response to changing customer demand and technology.
- Managing the central Customer Service Team.

**You must have**
- A degree level or equivalent level of proven experience in a similar customer experience role.
- Specialist knowledge and experience in analysing customer data and insight to deliver service improvement
- Evidence of strong negotiating and influencing skills particularly in delivering change and transformation through key stakeholders and others.
- Excellent communication skills and demonstrable experience of analysing, translating, and presenting data both verbally and in written reports
- Excellent ability to think innovatively to manage and develop solutions to new problems and developing ideas across the organisation
- Good understanding of council wide services, local members and business processes
- Experience of line management and leading a team and the ability to achieve results through managing others

**What’s in it for you**

Our package includes:

- 25 days holiday increasing to 28 days after 5 years’ service plus bank holidays (pro-rata for part time employees)
- Opportunity to work your hours flexibly to improve your work life balance (where operationally possible)
- Employer pension contributions of 15% with the option to make additional voluntary contributions
- Access to our One Team Rewards scheme including discounts in high street shops and restaurants, employee assistance programme, cycle to work scheme and a car lease scheme.
- Payroll giving scheme
- Refer a friend scheme
- Regular reviews with your line manager, develop a personal development plan, as well as opportunities to undertake personal professional development training
- Compassionate leave and sickness entitlement for times of need
- Support towards volunteering days in the community and encouragement to be involved with fun activities to raise money for local and national charities.

**Closing date**:24th March 2023***

**Interview date**: 31st March 2023

If you want to learn more about the Councils, then please visit our joint website
- South Norfolk and Broadland District Councils Website

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