Head of Customer Experience

Description

Our local government clients in North London are looking to hire a Head of Customer Experience. To provide strategic and operational leadership for the "front door", a busy operational multi-channel multi-site service across phone, face to face, social media and any other channels required, and its continuous improvement and transformation towards a more preventative, holistic, right-first-time service, through forging strong collaborative relationships with heads of service across the organisation to design customer journeys and manage demand.

Your Key Responsibilities will include:

Lead the design and change management to a new operating model and brand for Customer Services. Design and lead contact centre services that deliver a more preventive, holistic, and right-first-time service, empowering residents and enabling maximum customer independence and self-service.

Qualification – Essential

• GCSE Grade (or equivalent) in English Language and Mathematics.
• Recognised formal practitioner qualifications in project and programme management or similar by experience (e.g. MSP, APM, Agile PM, DSDM, PRINCE2, certified change management or equivalent).
• Advanced – Microsoft Office, Word, Excel, Outlook, PowerPoint, Social Media, and CRM.

To be successful, you will need: Essential Experience & Knowledge:

• Ability to develop a compelling vision for the service and its impact on residents and set out the key workstreams and capabilities required to achieve it.
• Strongly resident-centred and equality-focused.
• Expert in multiple project and programme management approaches / methodologies, including Waterfall, Agile and Theory of Change.
• Experience of running a large, busy, and demanding operational customer-facing service, without losing sight of or grip on the strategic improvement journey.
• Ability to manage a high volume of competing demands, able to prioritise the urgent and essential, and not be distracted by the urgent but unimportant, and the non-urgent.
• Strong people management credentials, evidencing the ability to build capability, motivate, support, improve performance, and tackle underperformance.
• Ambitious for team and service, and transparent and accountable about own, team and service performance.
• Able to deliver at pace.
• Experience in designing and leading complex organisational change using project management basics.
• Strong data and analytical skills, able to turn data into insight, and insight into action plans.
• A track record of staying within budget and finding and delivering savings.
• A clear and influential communicator in person and in writing.
• A collaborative working style, able to win over difficult stakeholders.
• Knowledge of how digital automation and innovation can transform service delivery.
• A track record of seeking out and applying best practices from elsewhere.

Essential Compliance Requirements

• 3 Years' References.
• A pre-engagement screening is mandatory for this role. Please be prepared for this additional step in the application process.

Diamond Blaque Group, a leading provider in the public sector, is acting as an employment agency for this vacancy. Our organisation is deeply committed to fostering an environment of equal opportunity and diversity in the workplace.