West Midlands Combined Authority (WMCA) is looking for a proactive Customer Experience Improvement Specialist to drive initiatives that enhance the customer journey, streamline business processes, and elevate frontline service delivery.
What You Will Be Doing
* Identify service delivery problems and opportunities to improve frontline services.
* Work with customer operations teams to identify solutions and targeted initiatives that deliver better customer experiences.
* Facilitate workshops and create and manage effective continuous improvement plans.
* Track, monitor and report on the progress of agreed improvement plans.
* Maintain a roadmap of key events with customer impacts including product launches, system updates and external events.
* Organise customer satisfaction surveys.
* Develop and maintain a service catalogue that can be used by frontline colleagues to answer customer queries.
* Ensure processes and systems are regularly reviewed.
* Deliver product/service training and briefings.
What’s Essential
* Experience of developing and implementing new systems/processes or operating arrangements.
* Experience of working in a customer operations environment.
* Experience of developing, tracking and implementing action plans.
* Training, facilitating and presenting experience.
* Customer focused.
* A problem solver.
Location
The role is based at 16 Summer Lane, Birmingham, B19 3SD, with at least two days per week spent in the office.
Salary & Benefits
* Salary ranges starting at the lowest advertised salary point, with potential for progression and year‑on‑year increases.
* Local Government Pension Scheme.
* Shared Cost Additional Voluntary Contribution scheme.
* 28 days paid annual leave plus statutory holidays, with the option to purchase more.
* EV car benefit scheme.
* Healthcare plans.
* Discounted gym membership, will writing, and mortgage advice.
* Option to buy a bicycle, including e‑bikes and adapted pedal cycles, at a discounted rate.
* Three days of paid leave each year to volunteer.
* Interest‑free financing through SmartTech to purchase the latest technology.
* Discounted shopping with over 2,000 big‑name retailers and a Costco membership through the WMCA.
* Eye Care Scheme, offering a free eye test and a financial contribution towards glasses.
Reasonable Adjustments
If you have an accessibility need, disability, or condition that requires changes to the application or recruitment process, please contact our Recruitment Team (careers@wmca.org.uk). We are a Disability Confident Employer and support applicants with disabilities who meet all essential role criteria.
Right to Work in the UK
Proof of right to work in the UK, in accordance with UK Home Office requirements, will be required for all applicants before any employment offer can be confirmed.
Non‑UK applicants (excluding Ireland) will need to hold a relevant visa from UK Visas and Immigration (UKVI).
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