Head of Customer Experience

1 week ago

Chester, United Kingdom Seven Resourcing Full time

Seven Resourcing is looking for a temporary Head of Customer Experience in Cheshire. This full-time position pays £47.70 per hour.

**Key Responsibilities**:

- Provide leadership, direction, and motivation to the Customer Experience Team and frontline staff across the Council.
- Lead the design, development, and delivery of the Council’s Customer Experience strategy.
- Collaborate with all Council services and partners to identify and address customer needs and expectations, balancing customer satisfaction with the Council's priorities and financial constraints.
- Oversee the transformation and re-design of Council services by working with Directorates to create seamless customer journeys. Promote the benefits of digital developments, seek new opportunities, challenge existing practices, learn from others, and trial innovative solutions.
- Lead the design and implementation of a revised target operating model for customer service delivery across the Council, ensuring it raises customer service standards, improves resolution and satisfaction rates, and drives efficiencies.
- Commission and lead initiatives that support the Council’s approach to digital customer services, ensuring these maximise the benefits of digital solutions and meet the needs of residents, businesses, and the Council.
- Support the Council’s Digital Inclusion agenda, promoting equal access to services for all customers. Collaborate with community-based services within and beyond the Council to provide assisted digital support, and address service practices that create barriers for digitally excluded residents.
- Develop policies, procedures, and best-practice guidance on customer experience and service delivery. Embed these across all Directorates, monitor performance, and drive improvements to enhance the Council’s overall service delivery, customer satisfaction, and reputation.

**Applicant Requirements**:

- **Qualifications**:Relevant professional qualification in Contact Centre or customer services management
- **Experience**:2 + years in a similar experience.
- **Compliance**:Right to work in UK and references.

**Working with Seven Resourcing**:
We have been helping professionals find exciting new roles for almost a decade, so we know exactly where to look when it comes to sourcing the best opportunities. We operate across the UK, and, with over 300 five-star reviews, multiple awards and amazing relationships with the biggest employers in UK, we give you the best chance of landing your next role.

INDSBPL

**Job Types**: Full-time, Fixed term contract

Pay: £47.70 per hour

Schedule:

- Monday to Friday

**Experience**:

- similar: 2 years (required)

Licence/Certification:

- qualification in contact centre/customer service management (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Reference ID: 226241

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