Lead Customer Experience Coordinator

2 weeks ago


Ellesmere Port, United Kingdom Cheshire West & Chester Full time

**Lead Customer Experience Coordinator**:
To ensure that Customer Experience is at the heart of everything the Council does, and that customer needs drive the design of services. Working closely with colleagues across the Council and its customers, to improve the customer experience this role will contribute to the Council’s customer experience objectives and plans to make sure that excellent customer service is delivered in every interaction across all services and channels. Enhancing the organisational and service approach to customer relations including MP and Member casework, service requests via third parties and complaints.

Analysing and interpreting management information to identify root cause and facilitate improvements to shape the customer journey. Sharing good practice and strengthening relationships to work collaboratively.

**Organisation**
- Cheshire West and Chester Council

**Partner Organisation**
- Cheshire West and Chester Council

**Location**
- Ellesmere Port

**Job Category**
- Legal and Governance

**Grade**
- CWAC NJC - Grade 10

**Salary Min**
- £37,261 per annum

**Salary Max**
- £43,366 per annum

**Hours per week**
- 37

**Weeks per year**
- 52.143

**Employment Type**
- Permanent

**Closing Date**
- 02/06/2023

**Ref No**
- W2695

Cheshire West and Chester Council brings a fresh and energetic approach to providing top quality services for its many customers and communities. West Cheshire is a place where everyone can Thrive - through our core values of Teamwork, Honesty, Respect, Innovation, Value for Money and Empowerment.

The Council has a strong commitment to ensuring people have the best possible customer experience when they interact with us. We want to make sure our customers receive a good and consistent level of service with customer needs driving the design of services.
- Communities, Environment and Economy
- Corporate
- Health and Wellbeing

The roles will be supporting Senior Council Officers through the preparation of high-quality responses to complex and statutory enquiries from the public, Members, MPs, and other key stakeholders and regulators, including finding innovative solutions to challenges.

We are looking for self-starters with strong problem solving and interpersonal skills. You will be adept at interpreting data and information to identify opportunities for improvements to services based around the needs of customers and present these to senior management. You will have experience in understanding and responding to complex enquiries and the ability to co-ordinate responses and manage conflicting timescales.

These roles will contribute to the Council’s customer experience objectives to make sure that excellent customer service is delivered across all services and contact channels. Analysing and interpreting management information to identify root cause and recommend improvements to shape the customer journey.

These roles have the scope to really shape the way that the council provides its services to customers. So, if you are passionate about change and providing high quality public services, this is a fantastic opportunity to put your skills into practice.

Cheshire West and Chester Council are committed to equality and diversity in employment. Please see the Equality Policy for more information.

Cheshire West and Chester Council have adopted a Local Living Wage for our employees which means that all employees will receive a minimum of £10.90 per hour for all contracted hours.



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