Service Transformation Officer Grade 10

2 weeks ago


Croydon, United Kingdom Croydon Council Full time

About Us

Croydon Council is committed over the next year to embed a residents first culture, improve residents digital experience, enhance resident access, and improve resident engagement.

About the Role

We are seeking a service transformation officer to work in the corporate contact centre to support the service to deliver operational business, cultural and behavioural change across the corporate contact service to successfully embed new ways of working. If you have a keen interest on making resident journeys better, then we would like to hear from you.

In this role, you will be responsible for maintaining our telephony systems including the IVR, carrying out call quality monitoring, mapping our customer journeys, implementing new ways of working across the contact centre and working with the wider organisation.

As a champion of our council's values, you will promote a culture of innovation, agility, and customer-centricity across all service areas.

Key Responsibilities
- You will be responsible for generating service transformation and business improvement by identifying learning needs, research, design, plan and deliver appropriate learning and development interventions.
- Be responsible for the IVR system - ensuring mapping offers the best experience for customers, ensuring changes are monitored and review, that we are maximising the functionality of the telephony system
- Support the contact centre management team in BAU running of the corporate contact centre.

About you

Required Skills and experience.
- Experience of working in a contact centre and customer service environment
- Experience of customer journey mapping.
- Significant knowledge of telephony and IVR systems
- You can demonstrate you can implement customer service improvements.

Closing date Sunday 23 June at 11:59 pm

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.

Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment



  • Croydon, Greater London, United Kingdom Croydon Council Full time

    About UsCroydon Council is committed over the next year to embed a residents first culture, improve residents digital experience, enhance resident access, and improve resident engagement.About the RoleWe are seeking a service transformation officer to work in the corporate contact centre to support the service to deliver operational business, cultural and...


  • Croydon, United Kingdom Croydon Council Full time

    This is an exciting opportunity to join Croydon’s housing department. You will join a team of officers who are dedicated to driving forward an improvement programme to transform Croydon housing services, in partnership with the residents that live in our homes. **About you**: You will share our commitment to placing residents’ voices at the heart of...


  • Croydon, United Kingdom Croydon Council Full time

    **Grade / Salary**: Grade 10-11; £38,607 - £43,815 dependant on experience **Hours of work**: 36 per week / Monday - Friday, occasional evening and weekend work **Role Purpose & Key Responsibilities** The post holder will work in a multi-agency team of staff for the Youth Offending Service to prevent offending by children and young people by...


  • Croydon, United Kingdom Croydon Council Full time

    **Environmental Health Practitioner **Grade 10-11 (dependent on experience) (£38,607 - £43,815) plus compulsory car user allowance and 10% market supplement reviewed annually) We’re offering an exciting opportunity for two motivated and enthusiastic Environmental Health Practitioners to work with us at Croydon in our high performing Food and Safety team...


  • Croydon, United Kingdom Croydon Council Full time

    We are looking to appoint a Democratic Services and Governance Officer to join our high performing democratic services (committees) and scrutiny team in Croydon. With excellent administrative and organisation skills you will need to be self-motivated with strong attention to detail and drive to complete competing tasks to a high standard. As part of the...


  • Croydon, United Kingdom Croydon Council Full time

    We are looking to appoint a Democratic Services and Governance Officer to join our high performing democratic services (committees) and scrutiny team in Croydon. With excellent administrative and organisation skills you will need to be self-motivated with strong attention to detail and drive to complete competing tasks to a high standard. As part of the...


  • Croydon, United Kingdom Croydon Council Full time

    We are looking to appoint a Democratic Services and Governance Officer to join our high performing democratic services (committees) and scrutiny team in Croydon. With excellent administrative and organisation skills you will need to be self-motivated with strong attention to detail and drive to complete competing tasks to a high standard. As part of the...


  • Croydon, Greater London, United Kingdom Croydon Council Full time

    We are looking to appoint a Democratic Services and Governance Officer to join our high performing democratic services (committees) and scrutiny team in Croydon.With excellent administrative and organisation skills you will need to be self-motivated with strong attention to detail and drive to complete competing tasks to a high standard.As part of the...

  • Adolescent Worker

    3 weeks ago


    Croydon, United Kingdom Croydon Council Full time

    **Adolescent Worker - Young Croydon - Children Services - Croydon Council** **Salary**: Grade 10 £40,833 - £42,840 Permanent - 36 hours per week Hybrid working **Job Purpose** To manage a caseload of adolescents (age 13 upwards) who are at risk of harm, including significant harm. To assess individual needs and risk presented inside and outside of the...


  • Croydon, United Kingdom Croydon Council Full time

    Senior Shared Lives coordinator Salary, Grade 10 (£40,833 - £42,840pa) Full Time / 36 hours per week / Permanent Croydon Shared Lives service Do you have the ability to make a positive and lasting difference to the lives of people with mental health needs, people with learning disabilities, older people, and people at risk? You will be in good company...


  • Croydon, United Kingdom Croydon Council Full time

    This is an exciting time to be working in Croydon. We are currently looking to recruit a Trees and Woodlands Officer to be part of a busy Trees and Woodlands team at the beginning of a new Arboricultural services contract with a new supplier. Croydon Council manages approximately 33,000 street trees, 500 hectares of woodlands, and 127 parks and open spaces...

  • Street Inspector

    4 weeks ago


    Croydon, United Kingdom Croydon Council Full time

    Croydon is a distinctive and diverse place and is London’s most populated borough. Croydon is about to undergo the biggest development and regeneration programme since the 1960s with £3bn of investment flowing into the borough over the next five years, building a positive future for residents and businesses alike. We are passionate about the value of...


  • Croydon, United Kingdom Croydon Council Full time

    London Borough of Croydon Archives are thrilled to announce that our bid to the National Lottery Heritage Fund’s Dynamic Collections campaign was successful. Our project, #DYC Digitally Transforming Croydon Archives / London Borough of Culture Legacy, will run from November 2023 - December 2025 and we will be recruiting three exciting new roles to help...


  • Croydon, United Kingdom Croydon Council Full time

    The post holder will work in a multi-agency team of staff for the Youth Offending Service to prevent offending by children and young people by contributing to the following objectives: The main purpose - To work restoratively and contribute to the development and implementation of Court Orders and Interventions in line with the requirements under the powers...


  • Croydon, United Kingdom Croydon Council Full time

    The post holder will work in a multi-agency team of staff for the Youth Offending Service to prevent offending by children and young people by contributing to the following objectives: The main purpose - To work restoratively and contribute to the development and implementation of Court Orders and Interventions in line with the requirements under the powers...


  • Croydon, Greater London, United Kingdom Croydon Council Full time

    Grade 1- Senior Media Relations OfficerWe're looking for an experienced media professional to provide high quality media relations support to the council in London's largest borough. Working in a busy and creative corporate communications team, you'll be joining Croydon at an exciting time as we embark on a transformation programme across the...


  • Croydon, United Kingdom Croydon Council Full time

    The Homes for Ukraine Scheme is a Department of Levelling up Communities and Housing (DLUHC) programme of work to ensure Ukrainian Nationals have a safe place live within the UK to enable them to be free and safe from the ongoing conflict in Ukraine. We are seeking to appoint a Front Office Support Officer to join our busy team to ensure that both Ukrainian...


  • Croydon, United Kingdom Croydon Council Full time

    **Grade 12 - Senior Media Relations Officer** We’re looking for an experienced media professional to provide high quality media relations support to the council in London’s largest borough. Working in a busy and creative corporate communications team, you’ll be joining Croydon at an exciting time as we embark on a transformation programme across the...


  • Croydon, United Kingdom Croydon Council Full time

    **Change & Improvement Officer - Housing** Croydon is a diverse borough with 13,400 social housing homes. Our vision is to create great homes, places, and communities to enhance life opportunities. As part of our vision to transform housing services, we have an exciting transformation plan to make a real difference to the residents of Croydon. We are...


  • Croydon, United Kingdom Croydon Council Full time

    This role presents an exciting opportunity to be part of an ambitious change programme, transforming the way in which universal help and support is offered to children and families in Croydon. Role Purpose & Key Responsibilities: As a Start for Life Engagement Lead you will report to the Family Hub Participation and Engagement Manager and work closely...