Head of Customer Experience
Job Title: Head of Customer Experience
Language: UK
Company:
Job Location: -
Location:
Region: London
Country: United Kingdom
Organisation: Hackney Council Anonymous Apps > Finance & Corporate Resources
Job Number: HCAA00429
Service: Customer Services
DBS Required: No
Organisation Logo: Hackney Council
Agreement Type: Permanent
Work Pattern: Full Time
Contracted Hours: 36
Grade: PO10
SCP Range: £58,911 - £59,988
The Role:
We are looking for an inspirational leader of customer experience to further improve services for Hackney residents and to help us realise our vision:
“We want to provide efficient and empathic services to residents via the channel of their choice, preferably at a time that’s convenient and in a way that is easy for customers successfully to get the service they need”
In the last year our teams have helped over 850,000 residents on the telephone, our website received over 2.2 million visits and after a successful launch of webchat spoken to over 40,000 customers online.
We have created tools to support our advisors to have better conversations and enable a holistic view of the customer for ourselves and partners.
We are looking for someone who can find creative ways to improve the customer experience in the short and medium term.. You will lead a team to create opportunities to deliver which doesn’t just accept the limitations of working in the public sector. .
You will provide strategic and inspirational leadership to the improvement of customer journeys, be responsible for championing customer focus and improving the customer experience to provide right first time solutions for Hackney customers.
You will manage a multidisciplinary team of user researchers, service designers, content designers and data and insight analysts to improve customer journeys, managing our customer access channels and reducing cost to serve residents.
We are looking for someone that is obsessed with customer insight, is a natural collaborator and can create a team culture that places the customer at the heart of all everything we do.
Key accountabilities
- - Manage a multidisciplinary team of user researchers, service designers, content designers and data and insight analysts to improve customer journeys
- - Produce quantifiable improvements to the customer experience, managing cost saving and/or improvement projects that develop and build new capabilities and deliver best in class resident experience
- - You will champion the voice of the customer and use this to solve deeper embedded issues in the customer journey
- - Work with the head of customer operations to support advisors in having the right information and tools to have meaningful conversations
Skills and Experience
- - Proven ability to use user-centred, Agile techniques to achieve demonstrable results to improve the customer experience and reduce cost per transaction
- - Experience of delivering customer improvements across a large complex organisation involving partners
- - Understanding of contact channels, contact centre technology and barriers faced by teams delivering at the front line
- - Well versed in communicating and engaging with a wide range of stakeholders
Hackney is one of the UK’s highest performing local authorities, serving one of London’s best places to live and work. We have achieved a huge amount: our services, our schools, our public spaces are all amongst the very best. We have changed the reputation, not just of the Council, but of Hackney itself. Bringing jobs and investment into the borough, securing the legacy from the 2012 Games, and making this a place of which we can all be proud.
If you think you have what it takes to be our new head of customer experience here are three things we think you should know:
- - You will be an integral part of shaping and driving the future to support Hackney Residents
- - You can work flexibly and remotely and will work alongside a team that have already achieved great things and are ready to deliver more
- - You have the full support of leadership in creating meaningful change to the way customers interact with Hackney at a time and place of their choice
For more information about the role, please watch this video.
Please also view these slides.
If you want to work in a place where you can represent our values so we achieve the best for our residents, please click on the apply button below.
When applying, please refer to the job description and personal specification.
There will be a number of questions relating to the post on the application form. It is essential that you complete the application questions, responding to each using examples of your skills, knowledge and experience.
You are not required to submit a supporting statement or CV.
Closing date for applications: Wednesday 28 July 2021
Assessment / Staff Panel: W/C 2 August 2021
We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.
Hackney Council works to eradicate discrimination on the basis of race, religion, gender, gender identity, sexual orientation, disability, pregnancy and maternity, age and marital status. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.
The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs. If you are thinking about applying for a job, please contact the Hackney Works team to find out what support is available: hackneyworksjobs@hackney.gov.uk