Assistant Director Of Customer Experience

This role has a starting salary of £87,561 per annum, based on a 36 hour working week.

Rewards and Benefits

• 26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 30 days after 5 years' service
• Option to buy up to 10 days of additional annual leave
• An extensive Employee Assistance Programme (EAP) to support health and wellbeing
• Up to 5 days of carer's leave per year
• Paternity, adoption and dependants leave
• A generous local government salary related pension
• Lifestyle discounts including gym, travel, shopping and many more
• 2 paid volunteering days plus 1 team volunteering day per year
• Learning and development hub where you can access a wealth of resources

Hello, can we help you?

Are you a seasoned Customer Experience leader with the passion, drive and determination to transform how the County Council engages with and supports its customers? Are you looking for your next big challenge? And we mean big! We have a large customer base with over 1.2 million people living in our county. We are looking for someone who can match our ambition, our energy and our appetite to drive excellence in all our customer interactions, and not just assist them, we want to delight them. Maybe you're the person who can help us?

We are embarking on an exciting Transformation Programme to provide excellence in customer service through a model focusing on self-support, effective first line support and specialised expertise.

We need a special person who can lead this collaborative journey across all parts of the Council to craft an inclusive customer hub that synchronises systems, workflows, and culture for outstanding customer support. We're looking for the person who can unleash the power of our workforce and continuous improvement, innovation, and forward thinking to sculpt a customer journey that's nothing short of delightful!

What you'll be delivering:

Strategic leadership and operational excellence

• Lead the charge in establishing our Customer Service Hub, engaging and rallying the workforce to codesign initiatives and fine tune systems for self-service while fortifying personalised support.
• Balance transformation with operational robustness, steering through change with finesse to ensure uninterrupted service delivery.
• Wear your compassion and commitment to diversity proudly, ensuring that every customer feels seen, heard, and respected.

Enhancing efficiency

• Be a trailblazer in sculpting services tailored to customer needs, harnessing automation and technology to stay ahead of the curve.
• Champion inclusivity, paving pathways to support that are accessible to all and leaving no customer behind.

Culture and engagement

• Cultivate an environment that buzzes with energy, where every team member feels valued, heard, and motivated to give their best.
• Infuse every interaction with the spirit of trust, confidence, and delight, leaving a lasting positive impression on our customers.

Continuous improvement

• Forge partnerships with stakeholders to find synergies and drive impact that resonates across the organisation and with our partners.
• Lead by example, inspiring a culture of collaboration, innovation, and growth among your extended team.

You'll be leading this work alongside a team who are passionate about the work we do and passionate about our customers. We recognise that achieving this is no mean feat, and this role is not for the faint hearted. Change can be hard for everyone, our customers, our partners and our workforce. That's why we need someone who is not only up for this challenge, but every bit as committed to the outcomes as we are.

What we think you'll need to excel in this role.

• You will have an excellent track record of delivering transformation in a large, complex Customer Experience context. This could be in any sector, in any organisation.
• You will be an exemplary, dynamic people leader able to engage, motivate and create excellence in the teams you oversee.
• You'll also champion compassion, diversity and inclusion, for your workforce and our customers.

What do you think - Can we help you?

Contact us to find out more about our ambition and see if it matches yours. It's a great opportunity to make a great first impression with our Strategic Director, Liz, who is paving the way for this programme and she can share her passion and ambition for what we want to deliver.

The job advert closes at 23:59 on 9th June with interviews planned for end of June.

We look forward to receiving your application, please click on the apply online button below to submit.

Our commitment

Surrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applications where:

• The candidate has evidenced the minimum criteria for the role through their application
• The candidate has chosen to share that they have a disability on the application form

Our application form and onboarding process will provide an opportunity to request any reasonable adjustments for the interview and/or the role. We want to be an inclusive and diverse employer reflecting the community we serve and particularly welcome applications from all underrepresented groups.,