Digital Relationship Lead

5 months ago

London, United Kingdom Parliamentary Digital Service Full time

Employer
- Parliamentary Digital Service

Directorate
- Digital Customer Services

Band / Grade
- B1

Salary
- £39,000 - £45,690 depending on experience

Contract Type
- Permanent

Location
- Hybrid (on-site and remote)

Security Level
- Counter Terrorism Check (CTC)

Interview Format
- Panel Interview (Remote)

Additional File**The Opportunity**

This brand new role offers you a unique opportunity to work with all kinds of people, at the heart of UK democracy. Digital technology is key to the running of the UK Parliament in the modern world. Our Customer Relations Team is the bridge between our technical teams and the people who carry out professional and administrative services across the House of Commons and House of Lords. As a key member of this supportive and inclusive team, you will work closely with assigned teams or offices within Parliament. If they have problems with digital tech, you’ll be the one who finds the solution or escalates it to a technical specialist. It’s a role in which no two days will ever be the same - and because it’s a new position, you will enjoy the chance to help shape exactly what it can be. We expect you to:

- build and maintain strong relationships with your customers, becoming a trusted source of advice and guidance
- develop an in-depth understanding of how your customer teams operate, what their priorities are, and how they support the proper functioning of Parliament
- identify and support the resolution of operational issues, working with a range of experts across the Digital Service in order to reach agreed outcomes
- take part in - and sometimes take responsibility for - user groups, forums and other initiatives designed to support constructive dialogue between the Digital Service and customers
- communicate key messages on behalf of the Digital Service, tailoring your approach to the needs of your audience and gathering feedback from them to improve this process
- identify tends and patterns in service usage, incidents and requests, and act as an advocate for the needs of your assigned customers

**What You Need**

This role is all about building and maintaining excellent relationships with the customer. While technical and digital knowledge is definitely an advantage, we can provide training and opportunities to learn what you need to know about Parliament’s systems and technology. It is your customer focus and way with people that will really set you apart. You’ll need:

- the confidence to forge customer relationships with all kinds of people, working at all levels, and to take the initiative in solving their problems
- the communication skills to effectively manage and influence stakeholders, and to collaborate inclusively with colleagues across a range of channels
- the ability to interpret and translate complex information for the customer in a way they will understand, both in person and in writing
- enthusiasm for learning about your customers, Parliament and its procedures, and the digital technology we use
- a systematic approach to problem solving and the ability to identify optimisation opportunities through business analysis
- the ability to produce timely and accurate reports, with commentary on qualitative and quantitative data, in order to highlight clear benefits and outcomes to the customer
- good IT skills and an understanding of technical concepts relating to digital technology in the workplace
- the ability to pass security clearance, backed by the right to work in the UK

**About The Team**

The Customer Relations Team is on the frontline of resolving digital challenges across Parliament. Whether issues are brand new and require a rapid response, or are recurring problems which need investigation, they are here to find solutions. That can involve working directly with the affected department or individual to resolve issues. Alternatively, the Team can escalate to technical specialists if the challenge is complex or strategic in nature. First and foremost, this is a customer service operation. It is about providing an excellent experience by working with customers and colleagues to find the right fix.

**About Us**

UK Parliament is steeped in history and tradition. It is an important part of UK life and we need to ensure as many people as possible can engage with its work. This is why we are at the start of a huge transformation programme powered by technology. The Parliamentary Digital Service (PDS) works with the House of Commons and the House of Lords with all their IT and digital needs. We are here to realise the digital ambitions of a modern Parliament and welcome you to join us in building a digital democracy.

**Our Package**
- up to 35 days annual leave in addition to bank holidays
- generous maternity pay policy up to 6 months full pay
- great pension scheme options (contributory and non-contributory)
- on-site subsidised gym, nursery, catering, post office, travel office and GP
- flexible options including hybrid workin

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