Customer Experience Service Designer

2 months ago

Oxford, United Kingdom Triumph Consultants Ltd Full time

**What's involved with this role**:
**Interim Customer Experience Service Designer**
**Reference no: Oxfordshire 5227723**
**Pay rate: Up to £20.98 per hour PAYE**
**Role Length: This opening assignment is for 10-11 months**
**Hybrid role** As a Service Designer in the Customer Service Centre, the job holder will work closely with the Service Delivery Manager, Quality and Performance Manager and the wider CSC management team to contribute to the provision and management of an effective Customer Service Centre. Responsible for the onboarding of services into the CSC and Business improvement activities. This will involve project and delivery management, process mapping and review and effective stakeholder management. Responsible for ensuring that all relevant County policies and procedures are adhered to and concerns are raised in accordance with these policies. Key responsibilities:

- Assist the Quality and Performance Manager and Service Delivery Manager in the service delivery improvements with the operational teams.
- Work with staff within the Customer Service Centre and back office specialists to analyse and implement end-to-end process efficiencies.
- Perform activity and volumetric analysis for service improvements within the Customer Service Centre.
- Coordinate customer journey mapping across diverse and complex County Council processes, to improve the customer experience and make best use of resources.
- Lead on the process change management for the Customer Service Centre including establishing initial contact with internal customers, progressing change requests and working with Change Champions within the relevant service areas.
- Assess the viability of the transfer of functions based on operational fit and financial constraints.
- Assist the Service Delivery Manager with transition of services into the Customer Service Centre, ensuring a smooth transition to the operational environment.
- Support operational staff on an ongoing basis as required, including maintenance of the knowledge base, and training on new and transitioning services.
- Attend meetings on behalf of the Customer Service Centre as and when required and in support of primary duties.

**“Role Requirements” - to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria**:
**Qualifications & Experience**:

- Degree or equivalent appropriate professional qualification / experience OR experience of a similar role in a local authority or customer services environment including experience of process improvements and resulting efficiencies.
- Qualification in Prince 2, Agile methodology or similar, or experience of using mapping tools desirable.
- Experience of working in both a project and operational environment with the ability to analyse and document customer journeys and end-to-end processes using relevant techniques and industry standards; produce training materials.
- Experience in project management, but also knowledge of the running of a standard operation, ideally in a contact centre setting.
- Experience of successfully delivering meaningful change initiatives, involving and affecting a range of stakeholders, ideally in a local authority or customer services environment.

**Skills**:

- A flexible self-starter with the ability to think creatively and innovatively.
- Ability to analyse data is paramount, alongside a creative and innovative approach.
- A strong communicator both verbally and in writing with experience of analysing statistical data, report writing and presentation skills.
- Able to demonstrate a confident but diplomatic personal style, with ability to challenge effectively while showing tact and discretion when appropriate.
- Able to act with high-level of trust and personal accountability with the ability to build up and maintain good working relationships with officers, partners and members from a wide range of backgrounds.
- Strong IT skills using Microsoft packages or equivalent (e.g. G Suite).

**_To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF._**
**_If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity._**

**Other “Essential Requirements” - Please check to ensure that your CV addresses the following items**:

- **Our clients are generally seeking applicants who are reasonably local, so on that basis we would ideally like you to supply us with your address (or at least your post code) and a telephone

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