22.179 Customer Experience

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

- 253972**Salary**:

- £25,236 - £27,917**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- DBS - Operations Director (Disclosure) - The Disclosure and Barring Service (DBS) was established under the Protection of Freedoms Act 2012 on 1 December 2012, operating from two sites, Liverpool, and Darlington. We provide disclosure functions in England, Wales, Jersey, Guernsey and the Isle**Type of role**:

- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- LiverpoolAbout the job

**Job summary**:

- Our Customer Experience Team are passionate about providing excellent customer service in a fast-paced environment. As part of the team, this is an active role in ensuring that DBS continue to provide an excellent standard of customer service and achieve Customer Service Excellence accreditation. The job holder is expected to use initiative, to manage their own workload effectively and to accept responsibility for leading customer experience improvements. The job holder will demonstrate a commitment to Equality, Diversity and Inclusion and will have Line Management responsibility for a small team of staff dedicated to making DBS services accessible for all customers. They will build relationships across DBS, supporting our strategic aim to put the customer at the heart of what we do. The successful applicant will join a supportive and welcoming team, where mentoring will be provided in the role. They will therefore have a willingness to learn, be keen to support and help others, drive change and continuous improvement, with a dedication to providing a high-quality customer service.**Job description**:
Requirements of this role are for you to:

- manage and prioritise your workload effectively to ensure objectives are achieved;
- attend the office when required to partake in meetings and team engagement days;
- line manage a small team of staff, dedicated to improving the accessibility of DBS services;
- attend and actively contribute to meetings within DBS regarding Customer Experience;
- represent DBS at meetings with other Government Departments;
- work collaboratively with colleagues within your team, Customer Services, and the wider DBS to continually improve the service we offer to our customers;
- take the lead on Customer Experience improvement initiatives;
- support the Customer Service Excellence Accreditation process;
- work towards improving the accessibility of DBS services for customers;
- work with your line manager to identify development opportunities and undertake relevant training to keep your and your team skills up to date, ensuring continued effectiveness within the role; and
- demonstrate your flexibility by getting involved in other relevant tasks, either voluntarily or through management delegation.

**Essential Criteria**
- Excellent communication skills.
- Experience of leading and developing a team within a customer service environment.
- Ability to self-motivate, prioritise and manage your own workload to achieve objectives.
- Experience of working in a busy Customer Service environment
- Experience in implementing Customer Service improvements.
- Strong people skills: leading meetings and building successful relationships internally and with external stakeholders.

**Desirable Criteria**
- Experience of supporting the Customer Service Excellence accreditation process.
- Proficient IT user with a strong working knowledge of Microsoft Word/Excel.

**Person specification**:
You will:

- Have outstanding verbal and written communication skills;
- Be self-motivated, able to prioritise and manage your own workload;
- Be adept at managing a team of staff to achieve targets relating to quality and timeliness;
- Be confident in leading meetings within the office and on MS Teams;
- Promote a positive working environment where staff are treated fairly, diversity is valued, and inappropriate behaviour is challenged;
- Be adaptable and keen to embrace and promote change within Customer Services;
- Be proficient in leading improvement initiatives;
- Recognise and implement opportunities to improve efficiency and the Customer Experience; and
- Be an active team player, contributing to team meetings, and supporting your colleagues and managers.

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Leadership
- Managing a Quality Service
- Communicating and Influencing
- Changing and Improving

**Benefits**:
The DBS offers a number of excellent benefits for its employees. These can include:

- Generous annual leave entitlement
- Excellent maternity, paternity and adoption schemes (after a qualifying period)
- Commitment to the health and wellbeing of our employees
- Employee Assistance Programme
- Flexible working opportunities
- Eyecare voucher s