Customer Innovation and Digital Officer (Customer Experience Centre) - Ref: CH01522

Walsall, West Midlands
Salary: G8 (£30,984 - £35,336)
06 May 2022
20 May 2022
Job Ref
Contract Type
Full time permanent
Working Pattern

Customer Innovation and Digital Officer (Customer Experience Centre) - CH01522
Salary: G8 (£30,984 - £35,336) 
Hours: 37 hours per week
Contract: Permanent

Are you able build relationships and influence stakeholders across service areas that enable services to change from a service focused approach to a user focused approach for digital content? Do you adopt a ‘can do’ attitude in the work that you deliver taking accountability for your own performance and development. If this sounds like you then we want to hear from you?

We have an exciting opportunity for a Customer Innovation and Digital Officer (CIDO) to join our team, within the Customer Experience Centre (CXC).

The Customer Experience Centre is the first point of contact to a wide range of Council services.  Traditionally most of our enquiries are received by telephone, or through face to face appointments, but our customers are gradually being supported to move towards a range of new digital communication channels which makes it an exciting time to join the team. 

You will need to be able work agilely to deliver content updates across multiple teams, having the ability to manage your own workload to maximise your efficiency whilst being sympathetic to the needs of the service.  In return, you will receive comprehensive training and development, flexible and home working opportunities and a rewarding career, that allows you to make a real difference to the services we provide.

The successful candidate will, as examples:

  • Oversee the evaluation, collection and write recommendations using existing evidence, data, and research
  • Work directly with SMEs to document user needs, grouping and prioritising needs to develop a new sitemap that expands on proposed information architecture
  • Developed accessible, well-structured content
  • Provide training to digital apprentices and other staff members to ensure low level content is developed following relevant guidelines
  • Will lead on and conduct keyword research and adhere to SEO guidelines, to optimise content
  • Evaluate data to enable the enhancement of website and written materials
  • Work alongside relevant services to ensure information architectures are supported and service-related content is integrated into the core site to ensure a seamless user experience
  • Establish and manage regular reviews for all service web content, consulting with Heads of Service and staff members where appropriate
  • Ensure that all data about the delivery of the service is correct and that the monitoring and review of processes and practices relating to data is prompt and robust. Where significant issues are found, proper remedial action is taken to address them
  • Take responsibility to produce key strategic documents
  • Be able to present regularly measures information and communicate key findings to a wide range of audiences (including staff, councillors, service users and other key partners).
  • Have an awareness of, and commitment to, equality of opportunity
  • Have awareness of, and commitment to, confidentiality and handling data

For an informal discussion contact

View Job Description and Employee Specification

View important Information for Applicants

Closing date: Friday 20th May 2022

This post is covered by the Government’s Code of Practice on the English Language Fluency Duty for public sector workers.  The post holder will be required to communicate verbally with customers and provide advice and/or information in accurate spoken English.

For this role the successful candidate must undergo a Baseline Personnel Security Standard (BPSS) check.  BPSS is the minimum standard to ensure the identify and integrity of an employee who has access to official information using secure networks linking central governments and local authorities.  A BPSS check involves four main elements; Identity Check, National and Immigration Status, Employment History (last 3 years) and Verification of Criminal Record (unspent convictions only).

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