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Head of Customer Services Transformation - Ref: SS43818

Employer
Walsall Council
Location
Walsall Borough
Salary
£60,979 - £73,308 per annum
Closing date
13 Mar 2019
Reference
WALS000003864

Job Details


Head of Customer Services Transformation – Ref: SS43818

£60,979 - £73,308 per annum

Walsall Council is embarking on an ambitious, fast paced, transformation programme of work, designed to make Walsall an even greater place to work and live. Innovation and creativity lie at the heart of its approach to meeting the growing range of challenges and opportunities presented by increased demand and expectations of its services from its citizens, business community and employees. When delivered, this strategy will see Walsall Council positioned as an exemplar organisation for its sector, offering an improved, truly excellent customer experience, with integrated services designed around the needs and preferences of its users and informed by customer insight and supported by the latest data, digital and information technology has to offer.

With significant investment from the Council to support the delivery of this strategy and with fresh impetus and insight from our Chief Executive and Corporate Management Team, the Council are in a strong position to make rapid progress in achieving its ambitions.      

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.

The role will require collaborative working across all services to define, secure support for and deliver a number of high profile work-streams to maximise performance and customer satisfaction, address known issues and weaknesses, integrate an ambitious change programme, 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: 11 March 2019
Interviews will be held: 20 March and 22 March 2019

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.

For this role the successful candidates 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) and Verification of Criminal Record (unspent convictions only).

Walsall Council takes seriously the responsibility to safeguard and promote the welfare of all the children, young people and vulnerable adults entrusted to our care and it is our expectation that all staff will share this commitment. We will ensure continuous development and improvement of robust recruitment processes and procedures that promote a culture of safeguarding amongst our workforce. Completion of an enhanced Disclosure & Barring Service (DBS) check is a requirement for working with children, young people and vulnerable adults.

Supporting documents
Important - Information for Applicants
Job Description
Employee Specification

Company

Walsall Council

Here at Walsall, we want to attract the best talent. That's why - as well as a satisfying and rewarding job - we offer a range of attractive benefits. Working arrangements in most jobs are flexible (you may work flexitime, full or part time and job sharing is usually available) and you can expect generous holiday entitlements, a first class pension scheme and plenty of opportunities for training and personal development.

We advertise vacancies because we want the best talent available. If that's you, we're waiting for your application.

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Living in Walsall

FROZENPart of the Black Country, famous for its enterprising and industrial past, Walsall is reinventing itself to become a progressive modern community. The borough is centred around the major town of Walsall, but also includes five smaller and distinctive district centres (Bloxwich, Aldridge, Willenhall, Darlaston and Brownhills), together with numerous villages.

 

Find out more about Living in Walsall.

Walsall Council is committed to Safer Recruitment.

MinerTo achieve our commitment, we will ensure continuous development and improvement of robust recruitment processes and procedures that promote a culture of safeguarding amongst our workforce.  

 

 

 

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Some of our children require a special kind of support: yours.  Visit our microsite to find out more about joining Walsall Council as a Children's Social Worker. 

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We are proud to support the Armed Forces Covenant. Walsall Council will guarantee an interview for any candidate who has formerly served in the Armed Forces and who meets the essential criteria for the job.

 

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Company info
Website
Telephone
01922 650000
Location
Civic Centre
Darwall Street
Walsall
West Midlands
WS1 1TP
United Kingdom

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