Customer Service Improvement Specialist

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

- 326157**Salary**:

- £30,317 - £32,803- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Higher Executive Officer**Contract type**:

- Permanent**Business area**:

- Customer Directorate**Type of role**:

- Customer Insight**Working pattern**:

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

- 2Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Bridgwater, Bristol, Cambridge, Carlisle, Crewe, Exeter, Leeds, Newcastle-upon-Tyne, Nottingham, Reading, Worcester, Workington, YorkAbout the job

**Job summary**:
The Rural Payments Agency (RPA) is an executive agency of the UK Department for Environment, Food and Rural Affairs (Defra), delivering over £2 billion in payments to farmers, traders and landowners each year.

We are an Operational Delivery Profession organisation, with the majority of our people delivering day to day services to our customers and stakeholders.

We make excellent delivery happen, empowering agricultural and rural communities to create a better place to live.
We manage over 40 schemes, and also make payments on behalf of Natural England, to ensure we have a healthy rural economy, strong and sustainable rural communities, and to protect and enhance the natural environment.

Our vision is to create a great place for people living in this country. We have developed a set of four strategic objectives covering our policy outcomes and corporate objectives. These objectives help us to deliver our ambitious vision to build our green and healthy future and provide a framework for all of the important work that we carry out.

**Job description**:
You will be joining an established insight team, that is looking to expand our team and enhance our customer experience.
- Using customer experience techniques, such as journey mapping to aid in understanding who our customers are, what they need and how they access our services.
- Analysis of insight data sets as mentioned above, present trends and any pain points, supported by recommending continuous improvement activities.
- Building and maintaining excellent stakeholder relationships at all levels, including regular reporting to senior management.
- Working closely to support the wider Customer Improvement activities across the Agency.
- Identifying and driving forward innovative approaches and ideas to understand customer experience, ensuring that changes and improvements are driven from a customer perspective.
- Line management may be required; this may involve remote management of people across various teams or regions.

**Person specification**:
**Person specification**:

- Ability to quickly build strong working relationships, be collaborative and successfully deliver outcomes with / through others.
- Experience of analysing insight data set to identify trends and any pain points and use findings to make evidence-based recommendations.
- Strong organisational and planning skills with the ability to prioritise effectively to meet competing demands.
- Excellent written and verbal communication skills and the ability to influence, persuade and land recommendations effectively.
- A genuine interest in working in the field of insight and curiosity to question and explore the data available to improve the customer experience.
- Experience of working with Microsoft suite using spreadsheets / Power BI to analyse data, using PowerPoint (or similar) to create visual summaries with key findings and recommendations.

**Essential Skills & Experience**:

- Experience of Government Communication Service GCS Customer journey mapping or other equivalent experience of Customer Journey mapping.

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

- Changing and Improving
- Communicating and Influencing
- Delivering at Pace
- Seeing the Big Picture
- Changing and Improving

**Benefits**:

- Alongside your salary of £30,317, Rural Payments Agency contributes £8,185 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%

**Office Attendance**

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.**Application Process**

In your Personal Statement please demonstrate and provide evidence of how you meet the essential skills and experience details as listed in the advertised person specification and experience criteria.

Please complete statements on the specified Behaviours (250 word max per statement)

**Sift**

**Interview**

Interviews will be conducted virtually via MS