Customer Transformation Programme Manager

5 days ago


Kingston upon Thames, United Kingdom Royal Borough of Kingston Full time

**Salary: £51,717 - £62,547
**Contract: Fixed Term role for 18 months (Available for as an Internal or External secondment opportunity)

**Hours: Full Time, 36
**Annual Leave: 29 days
**Location: Hybrid working**

**About the Role**

Our Customer Transformation Programme is one of the key strategic Programmes for Kingston Council.

The aim of this programme is to make sure that customer's day to day experience of contacting the Council is a positive one. The core purpose of the Customer Strategy is to transition to a model where the majority of customer contact is resolved via the Council's digital channels for those who are able to and tailored services for those who are unable to do so.

This will deliver a number of benefits including:

- We will improve the consistency and quality of the experience and outcomes of our customers, enabling them to thrive whatever their circumstances
- Happier, more effective staff, who have the right tools and technology to do their jobs. Manual work will be taken away so that they can focus on higher value tasks
- We will have delivered savings, service improvements and a positive contribution to our climate change objectives

The programme will support the Council's transformation design principles that include being digital first, becoming a green council and using our assets in a more commercial way along with keeping our communities at the heart of everything we do.

Our Customer Transformation Programme has great support from our senior leadership team and already has a small Programme team in place. We are looking for an innovative and creative leader to deliver a fundamental programme of work. So if you are proactive and passionate about delivering exceptional customer experiences, then we would love to hear from you

**In this role you will**:

- Define and deliver the Council's Customer Transformation Programme
- Work collaboratively with services across the organisation including Customer Experience, Business Support, Revenues and Benefits and Digital and ICT but also a number of other services that provide customer facing support.
- Line manage of the Customer Transformation project team and matrix management of other staff connected to the programme including senior stakeholder management
- Be responsible for the Programme reporting at several different governance forums
- Work closely with the SRO to define and deliver the Programme vision, ensuring links are made with other Programmes across the organisation to ensure synergies and avoid duplication of effort
- Work closely with other Programme Managers and Directors to ensure synergies and dependencies are identified and management - avoiding duplication of effort
- Provide strategic management capacity working as part of the Transformation Management Team

**About Us**

This role will sit within the Corporate Change and Improvement team, which is the engine room responsible for driving the Change & Transformation Programme across the organisation. Kingston has developed a very ambitious transformation agenda, which includes a number of large strategic programmes that will transform the way services are delivered, empowering staff and improving outcomes for residents.

Recently as a service, we have developed a Project/ Programme Management framework that has been launched to the organisation that outlines a consistent approach to Project/ Programme delivery. A comprehensive suite of PPM tools and documentation supports this framework and will ensure the benefits and outcomes of the corporate Transformation Programme will be achieved to time, cost and quality standards.

We are committed to delivering excellent public services to our residents and local businesses, which is why we place the customer, and their needs, at the heart of what we do in all our service areas. As the council looks to implement a significant customer transformation programme, we are looking to recruit someone that can not only support and develop our services but who will be excited to define and deliver a new delivery model for customer services across the council that provides the best possible customer experience to our residents.

As a team we are dynamic, innovative and supportive. We like to test and pilot new innovative ways of working and digital tools to help support project and programme delivery. The team has a dynamic skill set and we work together to support and learn from each other. If you enjoy working in a fast paced environment and working with multiple stakeholders then this is a very exciting time to join the team.

**About You**

To be successful in this role you will:

- Have a track record of managing complex change projects and programmes in a public sector setting
- Need to have strong leadership skills and be able to manage effective relationships across the organisation in a complex stakeholder environment
- Be able to demonstrate strong stakeholder engagement and management skills, at all levels of the organisation
- Have a collaborative approach to delivering change
- Have a strong coaching and mentoring mentality to help the Programme team to thrive whilst enabling and upskilling others

**Our Offer To You**

As an organisation that values and nurtures talent, we're committed to helping you fulfil your potential and will offer you a supportive, friendly and collaborative environment to grow and develop your career and skills. We're constantly striving to improve our ways of working so putting your ideas across however big or small; will be fully encouraged and supported by your colleagues and our dynamic and experienced management team.

In addition we offer a modern and flexible working environment for our staff supported by our IT infrastructure, Google Chromebooks and Google Apps, which have acted as a key enabler for collaborative and streamlined working. The COVID-19 pandemic has required us to be even more flexible in how we work and manage staff workloads, ensuring they have the correct equipment and resources to be able to maximise their talents and looking after their wellbeing.

Employees have access to a wide range of benefits, some of which include:

- Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
- Three volunteering days per year
- Flexible and agile working arrangements
- Comprehensive learning and development programme
- Discounts on a range of local shops, restaurants, gyms and leisure centres
- Interest free season ticket loans
- Local Government Pension Scheme
- Bicycle loan facilities and cycle to work scheme
- Zip car scheme
- Free eye tests and contribution towards glasses
- Confidential wellbeing and counselling support
- Subsidised gym membership



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