About the Role
and our Ideal Candidate
The Digital Change Lead for Customer Service will set the strategic direction of travel in the Customer Services teams. In this role you will:
1. Lead service and performance improvement by measuring performance, identifying opportunities for change and creating a culture of continuous improvement.
2. Lead delivery and change management by setting change initiatives and coordinating the work to achieve your objectives.
3. Own customer service systems and strategy by gaining expertise in our processes and technology so you can set the long term direction.
4. Lead relationships with customers and partners by creating a collaborative, open culture that engages stakeholders from across the councils and our partners.
5. Own your corporate responsibilities by meeting governance and policy expectations from business continuity to corporate participation.
About youWe are looking for someone who has a successful track record in delivering transformational change by working with people, processes and technology. You will bring energy and enthusiasm for change to the role, and use your initiative to lead the work. You’ll enjoy building relationships and cross-functional teams around you to support your goals.
You’ll have experience of managing people, setting culture and behaviours, process improvement, and leading the adoption of technology. You want to use qualitative and quantitative data to identify improvement opportunities and monitor the impact of your work.
You’ll be comfortable working with external partners and suppliers to ensure we get the best value from their services.
About Us The Sutton Customer Experience service and Kingston’s Contact Centre are the main point of contact for anyone seeking information, advice, or support with council services. Each council’s team is multi-skilled and staff have experience across a range of service areas, often supporting residents with complex needs. Both teams have a positive and supportive culture, and are often at the forefront of trialling new ways of working to improve council services for residents. Our Offer To You
As an organisation that values and nurtures talent, we’re committed to helping you fulfil your potential and will offer you a supportive, friendly and collaborative environment to grow and develop your career and skills. We’re constantly striving to improve our ways of working so putting your ideas across however big or small; will be fully encouraged and supported by your colleagues and our dynamic and experienced management team.
Employees have access to a wide range of benefits to enable staff to achieve a work life balance, some of which include:
6. A generous annual leave entitlement of 25-32 days, plus bank holidays (pro-rata if part-time working hours apply) depending on service and grade.
7. Enhanced Maternity, Paternity, shared parental, adoption and dependents leave
8. Three volunteering days per year in Kingston
9. Hybrid working (dependent on the role)
10. Flexible and agile working arrangements using Google Chromebooks
11. Learning and development portal offering a range of courses
12. Discounts on a range of local shops, restaurants, gyms and leisure centres
13. Interest free season ticket loans
14. Local Government Pension Scheme
15. Bicycle loan facilities and cycle to work scheme
16. Zip car scheme
17. Confidential health & wellbeing and counselling support