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Surrey County Council is committed to the development of its workforce and as such this role is only available to applicants who already work for Surrey County Council. We thank you for your interest in Surrey County Council and would encourage you to review our current vacancies which are available to all.
The starting salary for this position is £52,047 per annum, working 36 hours per week.
This is a 12-month secondment.
We are excited to be looking for a new Customer and Communities Manager. The position will be based at Merrow Complex, Guildford though you will be working with people based in offices across the County and business travel may be required. We adopt an agile working policy which means you will spend part of your week working from home.
Empowering and thriving communities is key to delivering our vision of a county where no one is left behind. We want to create a culture of Customer Excellence where every interaction counts and no-one is left behind.
About the Team
EIG Customer and Communities' team vision is to build a culture where customers and communities are at the heart of what we do, continuously improving and aligning the way we interact with our customers and work with our communities, making it easier and better for all.
The team consists of three key areas; Customer Excellence, Digital Customer Experience and Community Engagement. We work closely with colleagues throughout the directorate, providing support and ensuring that customers are a key part of decision making and designing the services we deliver. A key priority for the team at the moment is the SCC Customer Transformation Programme which is a variety of customer focused projects, intended to transform the way we interact with our customers.
About the Role
Our Customer and Communities Manager will be extremely passionate about customer excellence and the impact it has on our customer's lives. You will be a customer champion in EIG, role modelling the principles and supporting and influencing others to live and breathe the principles of our Customer Promise. This role will be critical in delivering a positive customer culture across EIG, analysing customer service and journeys within the directorate.
This role will manage the Customer Excellence Team and report to the Customer and Communities Lead. You will lead on a range of high profile projects within the Customer Transformation Programme such as improving the way we respond to customers and identifying improvements that can be made to the customer journey. You will work closely with colleagues throughout the EIG directorate, Customer Transformation teams and across SCC. You will communicate and work with people at a variety of levels, including senior stakeholders.
This role is varied and provides great opportunity to make a difference to our colleagues and our customers. Duties will include:
- Leading on projects within the Customer Transformation Programme to ensure rapid delivery of the objectives
- Working closely with Customer Transformation colleagues and our frontline Customer Service teams, to help understand and improve the end to end customer journey.
- Identify and help deliver opportunities to improve customer experience, data and systems that result in efficient ways of working and improved customer satisfaction.
- Respond to complex cross directorate customer enquiries which have been escalated.
- Please describe your motivations for applying for this role and why you are suitable.
- What is your understanding of Surrey County Councils ambitions for Customer Service?
- What experience do you have around managing projects to improve Customer Service?
- Please describe your skills and experience around engaging and influencing key stakeholders.
To be shortlisted for an interview your application will clearly evidence experience in:
- Managing projects to improve customer experience
- Customer enquiry / customer journey mapping and redesign
- Handling customer complaints
- Data analysis and using insight to recommend or prioritise improvements
- Project and Team Management
- Engaging and influencing key stakeholders.
- 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
We want to be an inclusive and diverse employer reflecting the community we serve and particularly welcome applications from all underrepresented groups.
