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Head of Customer Experience

Employer
Tamworth Borough Council
Location
Tamworth, Staffordshire
Salary
£41,675 - £45,591
Closing date
7 May 2019

View more

Sector
Local Councils
Job Type
Customer service, Management
Contract Type
Full time permanent
Working Pattern
Flexible hours
Hours
Full-Time

 

TAMWORTH BOROUGH COUNCIL

HEAD OF CUSTOMER EXPERIENCE  

£41,675 to £45,591 per annum

(plus essential car user allowance)

37 HOURS PER WEEK

PERMANENT

An exciting opportunity has arisen for a talented and experienced professional to join Tamworth Borough Council to inspire and lead staff to deliver an excellent customer experience by ensuring the Council delivers a seamless customer service through resolution at the first point of contact.

Reporting to the Assistant Director People you will play a crucial role in the delivery of both our Communications and Customer Strategies.  This newly created role brings together two established teams with the aim of developing and improving our service standards whilst embracing the changing face of technology.  Key responsibilities include measuring and improving customer satisfaction and to support the creation of a corporate knowledge and insight hub.

We are seeking an individual who has the ability to strategically influence at a corporate level and to shape and develop services whilst ensuring that activities are fully aligned to support our vison and strategic priorities.  With an open approach to the role you are an excellent people manager who has exceptional communication, influencing and negotiating skills in order to build constructive relationships with customers, employees, elected members and other stakeholders.

You will have a passion for service improvement and experience of delivering transformation through people and technology; using sound problem solving skills to create innovative solutions.

The successful candidate must be able to demonstrate wide experience of managing a fast paced customer service function along with developing a range of customer centred policies and procedures.  A proven track record of developing and implementing innovative marketing campaigns across both physical and digital media is essential.

The authority offers an excellent employment package with flexible working, a non-contributory health scheme, Local Government pension scheme and generous holiday entitlement. 

Appointment will be subject to satisfactory references, nationality check and medical clearance.

For an informal discussion about the role please contact Zoe Wolicki (Assistant Director People) on 01827 709232.

For further information and to apply please visit our website www.tamworth.gov.uk or email recruitmentapps@tamworth.gov.uk.

Closing date: Tuesday 7th May 2019

Interviews will be held:  Thursday 16th May 2019

Late applications and/or CVs will not be accepted.  Agencies need not apply. We welcome applications from all sectors of the community. This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.

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