Assignment Detail

Location: Anywhere (UK)

Type: Interim

Job Ref: SW1260

Closing Date: Closed

Job Description

Interim Customer Service Transformation Lead 

Immediate start

Up to £650 per day

4 months duration

Our local authority client is embarking on the next phase of their ‘Customer Experience’ journey and are looking for an Interim Customer Service Transformation Lead up for approximately 4 months. 

This exciting and challenging programme is a joint initiative with a neighbouring District Council and seeks to ensure that the customer service operational teams can continue to deliver high quality services through a highly motivated work force. The programme seeks to deliver a new Continuous Improvement team that provides a joint capability across both Council’s, ensuring that the Service Delivery teams are supported to deliver an optimal level of performance. 

The assignment:

There are a number of critical tasks within this phase of the programme and will be focused primarily around the following key activities:

• The planning and implementation of a new Continuous Improvement team to integrate into the current Customer Service Centre’s

• The scoping, design and implementation plan to rationalise the voice of the customer activity across both organisations into one consolidated function. 

• The scoping, design and implementation plan to review the current set up of ‘internal helpdesks at both Council’s to provide a consistent standard of service across internally focussed facilities. 

• To provide expert knowledge and experience to support the implementation of a new CCaaS platform and ensure integration with the partner council

• To provide an oversight on the status of the customer experience across the Council by understanding the current journey, digital interactions and potential areas for future development and improvement

• To manage the implementation, in terms of planning and capacity, of other transformation related programmes of work into the Customer Experience Function.  

The skills and experience needed:

• A proven track record of consistent and demonstrable achievement at a senior management level within an organisation of comparable scope and complexity. 

• A local government background is essential to this assignment, primarily within both an upper and lower tier authorities

• Extensive senior management roles within the Customer Service / experience arena, at least at a head of service level

• Experience of successful organisational wide transformational programmes of work, designed to deliver enhance customer experience and efficiency savings

• Experience of working with Senior Directors and Head of Service

• Knowledge, understanding and implementation background on a Unified Comms programme

• Proven experience of designing a customer service strategy

• Understanding and experience of delivering an enhanced digital capability to support community outcomes 

• Extensive negotiating and diplomatic skills

• Excellent communicator with the ability to interpret the challenge and respond to any challenges

• Excellent leadership and management skills

• Strong personal commitment to the delivery of a BEST in class service

• Business acumen

• Creative and visionary

• Transformation / change management qualifications

If you believe this is you and are available immediately, please send your CV quoting reference SW1260. 

Benefits