Head of Customer Services Transformation

Council House
£59,783 - £71,870 per annum
20 Aug 2017
19 Sep 2017
Job Ref
Contract Type
Full time permanent
Working Pattern

Head of Customer Services Transformation
£59,783 - £71,870 per annum

Changing customer expectations and demands, coupled with rapid advances in technology are making Walsall Council an exciting, interesting and challenging environment to work in.  We continue to experience increased pressures to do ‘more with less’, to deliver robust outcomes and respond innovatively and swiftly to the needs of the customers we serve.

We are putting the customer at the heart of everything that we do. Exploiting technology enabled service opportunities to provide better customer experiences and outcomes whilst still ensuring our vulnerable and hard to reach customer can still interact with us in the most convenient way for them.

We are making better use of our information, intelligence and insights to deliver more personalised and appropriate services. We have recognised the significant benefits and opportunities in working collaboratively with partners and agencies to enable joined up transformation activities.

This post will be integral to the delivery of change and improvement around our customer interactions regardless of channel choice.

You will play a critical part in the shaping and implementation of our Transformation Programme.  It is an incredible opportunity to make a difference by delivering services that could transform the lives of customers, and for some our use of insights and predictive intervention could mean avoiding decades of dependency and unfulfilled potential.

You will be innovative, forward thinking, aware of technology trends and have excellent change management and people skills, as well as having:

  • Substantial experience of consolidating and transforming the way customers engage with our services
  • Experience of delivering an excellent digital customer experience.

You will work closely with the Transformation team and Head of ICT to support delivery of our strategic Channel Shift change programme - to lead, collaborate and champion new digital ways of working and customer engagement, leverage our web presence to drive better service outcomes, increase self-service and improved engagement and visibility and the associated cost savings.

If you have what it will take then this job is for you - apply today. 

Closing Date: 17 September 2017

Fluency Duty

This post is covered by the Government’s Code of Practice on the English Language Fluency Duty for public sector workers. The post holder must be able to communicate verbally with customers and provide advice and/or information in accurate spoken English. This post is politically restricted in line with The Local Government and Housing Act 1989, as amended by the Local Democracy, Economic Development and Construction Act 2009.

Baseline Personnel Security Standard (BPSS)

The successful candidate must undergo a Baseline Personnel Security Standard (BPSS) check. BPSS is the minimum standard to ensure the identity and integrity of an employee who has access to official information using secure networks linking central government and local authorities. A BPSS check involves four main elements:

  • Identity Check
  • National and Immigration Status
  • Employment History (last 3 years)
  • Verification of Criminal Record (unspent convictions only)

Information for applicants

  • Applications are invited using our online application form only.  If you have a disability and require information on submitting an application in another format then please contact us via email: recruitment@walsall.gov.uk
  • All correspondence will be via email, therefore candidates should check their email and WMJobs account on a regular basis after submitting an application.
  • This vacancy may be closed earlier than the published closing date should we receive a large number of applications. Therefore, it is strongly advised that candidates submit applications at the earliest opportunity.


Supporting documents
Job Description & Employee Specification

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