Customer Experience Lead

2 months ago

London, United Kingdom Government Property Agency Full time

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

- 312012**Salary**:

- £51,700 - £62,500- National: £51,700 - £57,700 London: £56,900 - £62,500- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Grade 7- GPA - Grade 7**Contract type**:

- Permanent**Business area**:

- GPA - Workplace Services**Type of role**:

- Business Management and Improvement
- Project Delivery
- Property**Working pattern**:

- Full-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Birmingham, Leeds, London, Manchester, NottinghamAbout the job

**Job summary**:
The Government Property Agency is changing the way the Civil Service works and is at the forefront of Government's transformation agenda; reshaping the relationship civil servants have with their place of work. The Agency is central to the delivery of key Government policies including moving 22,000 Civil Service roles out of London by 2030 and tackling climate change by contributing to the Net Zero agenda. To do this we are delivering a major change programme across the UK and consolidating our portfolio in order to save £1.4 Bn over 10 years.

Beyond the bricks and mortar, the GPA is about providing great workplaces for our people. Through programmes like Hubs, Whitehall Campus and Smart Working you will be in the vanguard of creating model working environments and promoting flexible working practices.

This is an ambitious and exciting task, for which we need innovative people, with strong commercial acumen, who are passionate about visualising and implementing customer needs. Launched as an Executive Agency of the Cabinet Office in 2018, we’re a relatively new department and we are growing fast so we also need people who thrive in ambiguity, can adapt quickly to change and are comfortable stepping outside of their remit to drive outcomes.

The GPA is committed to representing the communities we serve by making Diversity, Equality and Inclusion part of everything we do.

**Job description**:
The Workplace Experience Team is a high-performing, motivated and collaborative team responsible for delivering a portfolio of customer-focused work that includes Smarter Working business change, customer experience and customer insights.

The Customer Experience function sits within the Workplace Experience Team and is integral to delivering a great customer experience across the GPA estate portfolio. We have a large remit. We support the GPAs clients and customers in their preparation and move to GPA managed building and help them to realise the full benefits of a great place to work. We strive to create healthy and thriving communities in the workplace. We champion the customer voice across the GPA, use customer insight to help define and continuously improve the customer experience and ensure the principles of customer service excellence are at the core of what we do.

**Key Responsibilities**:

- Build strong relationships with client stakeholders to understand their business needs, seek feedback and add value through workplace and business change management, smarter working and business readiness activities and guidance.
- Lead the continuous improvement and assurance for the delivery of customer soft landings, ensuring building users receive an excellent day one and post occupancy experience.
- Lead post occupation customer care and support, using customer insight and feedback channels to understand how GPA can deliver and improve great places to work.
- Instill and drive healthy and thriving communities, working closely with clients and delivery partners to deliver a consistent community offer.
- Align priorities to the organisation's goals and strategy, ensuring priorities are understood across the team and resources and capabilities are in place to deliver.
- Delivery, development and continuous improvement of the Customer Experience Framework, toolkit of resources and customer facing products
- Promote the Customer Experience Framework, help stakeholders understand the diversity of GPA customers and ensure that all voices are represented in the development of customer impacting policies, processes and products.
- Work collaboratively with GPA teams and commercial delivery partners to implement and embed the Customer Experience Framework products and processes.
- Leadership and line management of the Customer Experience London and Whitehall Team activities.
- As part of the Customer Experience Senior Management Team, lead the delivery of customer experience governance, deliverables and products across capital projects projects, workplace services projects and operational activity.

**Person specification**:
**Experience & technical skills**
- Demonstrable experience of delivering workplace transformation, business change or smarter working.
- Demonstrable experience in delivering customer soft landings for multiple clients.
- Knowledge or experience in delivering customer se

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