Employer: Kingston Council
Location: Kingston, Sutton
Workplace Type: Hybrid Working
Contract Type: Fixed Term
Contract End Date: 1 year
Working Hours: Full Time
Grade: K
Hours Per Week: 36
Salary: £59,511 - £65,181 per annum
Leave Entitlement: 30 days
Application Deadline: 15/11/2025
About The Role
Digital Change Lead for Customer Service. Set the strategic direction of travel in the Customer Services teams. In this role you will:
* Lead service and performance improvement by measuring performance, identifying opportunities for change and creating a culture of continuous improvement.
* Lead delivery and change management by setting change initiatives and coordinating the work to achieve your objectives.
* Own customer service systems and strategy by gaining expertise in our processes and technology so you can set the long term direction.
* Lead relationships with customers and partners by creating a collaborative, open culture that engages stakeholders from across the councils and our partners.
* Own your corporate responsibilities by meeting governance and policy expectations from business continuity to corporate participation.
About You
We 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.
Benefits
* Generous annual leave entitlement of 25‑32 days, plus bank holidays.
* Enhanced maternity, paternity, shared parental, adoption and dependents leave.
* Three volunteering days per year in Kingston.
* Hybrid working (dependent on the role).
* Flexible and agile working arrangements using Google Chromebooks.
* Learning and development portal offering a range of courses.
* Discounts on a range of local shops, restaurants, gyms and leisure centres.
* Interest‑free season ticket loans.
* Local Government Pension Scheme.
* Bicycle loan facilities and cycle‑to‑work scheme.
* Zip car scheme.
* Confidential health & wellbeing and counselling support.
Application Process
Apply online outlining what skills, abilities and experience you can bring. Refer to the requirements outlined in the job profile when completing your application and check your CV details have been uploaded correctly. The closing date is given as a guide; we reserve the right to close the vacancy once we have received enough applications.
Additional Information
The position’s salary is subject to upcoming pay scale updates. We are a diverse and welcoming borough committed to inclusive employment practices. We are a disability‑confident employer and guarantee interview for all disabled applicants who meet the minimum essential criteria. We are an accredited London Living Wage Employer; all employees are guaranteed the London Living Wage. Sponsorship availability varies by eligibility and budget.
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