LINCOLNSHIRE COUNTY COUNCIL. JEM Number: 2099

Transcription

1 LINCOLNSHIRE COUNTY COUNCIL JOB DESCRIPTION DIRECTORATE: Resources Division/Section/Branch: Business Improvement Service/Sub-Division: JOB TITLE: Customer Relationship Management Analyst JEM Number: 2099 GRADE: REPORTS TO: Customer Access Manager 1. PURPOSE OF JOB: 1. To produce CRM development plans to support the delivery of key LCC strategic customer service goals. 2. To collate & document business requirements; this includes contributing to the analysis and redesigning of business processes. 3. To agree system development specifications, both for existing and new software. 4. To co-ordinate and prioritise the development work of IT Partners to ensure project plan timescales are adhered to. 5. To support development activities to ensure high quality and successful implementation. 6. To provide support to User Acceptance Testing (UAT) Team to ensure successful testing of system(s). 7. To support the development of training (including materials). 2. MAIN RESPONSIBILITIES, TASKS & DUTIES i ii iii Assist in the determination and definition of the strategy for the ongoing development and future role of the council's CRM systems, ensuring this fully supports the Customer Services Centre development strategy and LCC Business Improvement plans. Contribute to the establishment and maintenance of a CRM programme plan for delivering the CRM strategy. This will include support for projects, business case analysis, prioritisation of key projects within the programme and specific advice and guidance on the logical development path for the systems. Provide CRM specialist advice, guidance and support to business led projects, outside the remit of the Customer Access Manager but which have a CRM impact, in order to ensure a consistent approach is adopted.

2 iv Take the lead on work with service managers and system users to define, document and communicate the business requirements for CRM projects (including assisting with business process mapping, as is, gap analysis and to be, systems development specifications and ad hoc changes to the CRM system(s)). v vi vii Support the Service(s), by agreeing system development specifications, when purchasing new or upgrading software to support the CRM strategy and system(s). Support the council's external IT development supplier(s) in co-ordinating and prioritising the development work in line with project plan timescales; to support the configuring and developing of the CRM systems to deliver the defined project(s) or change requirements. This support will be of a nontechnical nature, the aim is to ensure that the business requirements are fully understood and implemented correctly. Support LCC's UAT team in their understanding of project & ad hoc changes, including the business requirements to be tested and in the development of their test strategies and plans. Formal systems testing qualifications or experience will not be necessary. 3. MANAGEMENT OF PEOPLE None. SUPERVISION OF PEOPLE Professional and operational staff seconded to work on specific projects from time to time including LCC staff, HBS and Partner Consultants and System Developers. 4. CREATIVITY AND INNOVATION Work on challenging situations which have extensive service implications. These implications cut across all services, lead to changes in service delivery and affect a large number of staff. Work with LCC staff, partners and other stakeholders to meet project objectives in an open-minded way. Significant negotiation skills to ensure that all stakeholders can agree on, and be happy with the proposed solutions. 5. CONTACTS AND RELATIONSHIPS Colleagues in the Business Improvement team: requires input into specific CRM projects and other Business Improvement projects. Colleagues in other Directorates in LCC: to negotiate and agree system and process solutions, collate and document their requirements. Elected members: to consult on service provision requirements. HBS and other development partners' technical staff including external 3 rd party suppliers. Local authority colleagues throughout the UK via formal and informal networking forums so as to maintain/develop knowledge of CRM best

3 practice. 6. DECISIONS a) Discretion Make decisions on procedures and processes affecting service delivery: in consultation with Customer Access Manager, senior users and suppliers. Recommend decisions on system(s) and project(s) scope in order to ensure cost effective project(s), including system(s) licenses and operational costs. Approve system and process solutions for individual projects: in consultation with Customer Access Manager, senior users and suppliers. b) Consequences Level of customer satisfaction with service delivery. Impact on the long-term delivery of service(s) objectives. Cost effectiveness and timeliness of CRM Strategy and other service strategies. Provision of Council services to LCC customers. Delivery of efficiency/gershon savings in line with LCC targets. Quality of access to Council and other public services and facilities. Partnership work with other service providers (Districts, Parishes, Police, Health, HBS etc). 7. RESOURCES None. 8. WORK ENVIRONMENT a) Work Demands Multiple projects running simultaneously, this requires diligent time management, organisational and prioritisation skills. Reprioritisation of program delivery to meet requirements of other Council strategies. Some out of hours and weekend working will be required to support project implementation activity. b) Physical Demands Normal office duties. c) Working Conditions Normal office conditions.

4 d) Work Context Due to the nature of the role, and its impact on working practices, the individual will be required to employ effective strategies to champion change with the internal customer(s). Negotiation and liaison skills are essential for this role when dealing with resistance to change and contentious issues. 9. KNOWLEDGE AND SKILLS At least 2 years experience of CRM applications At least 2 years experience of defining contact centre processes Possess the personal credibility to influence and direct the work of LCC and external supplier staff. Demonstrate and apply a working knowledge of PRINCE2 concepts and techniques. Work collaboratively with LCC and supplier teams to achieve the goals and objectives of the CRM programme. Manage priorities and tasks in the light of changing demands and requirements so that the goals and objectives of the CRM programme are still achieved. Continue to be effective in situations when programme tasks, responsibilities, priorities and/or the work environment changes significantly. Seize opportunities and take the initiative in moving things along on the programme in a positive and productive way. Able to make decisions that contribute to the longer term direction and vision of the CRM programme. When communicating with LCC and supplier staff, frame the message in line with target audience experience, background and expectations and use terms, examples and analogies that are meaningful to the audience. Adapt own style or approach if communication is not at first successful. Aware of a wide range of information sources connected with CRM and customer contact and able to get the information needed without direction of manager. Use own initiative to consult with LCC and supplier staff (internal and external) on relevant information sources for problem solving and decision making during the requirements definition and design stages. Step back from a situation and consider the different interests and points of view held by others - the IT supplier, LCC project team, LCC service staff that are affected by the problem or issue. Evaluate the consequences of implementing different options and solutions for the CRM system and customer contact processes, identifying the pros and cons of each. Help to build a climate of trust, honesty and openness with LCC and supplier teams. 10. GENERAL Job Evaluation - This job description has been compiled to allow the job to be evaluated using the GLEA Job Evaluation scheme as adopted by the County Council.

5 Other Duties - The duties and responsibilities in this job description are not exhaustive. The postholder may be required to undertake other duties that may be required from time to time within the general scope of the post. Any such duties should not substantially change the general character of the post. Duties and responsibilities outside of the general scope of this grade of post will be with the consent of the postholder. Equal Opportunities - The postholder is required to carry out the duties in accordance with Council Equal Opportunities policies. Health and Safety - The postholder is required to carry out the duties in accordance with the Council Health and Safety policies and procedures. Name: Signature: Date: Job Description written by: [Manager]..... Job Description agreed by: [Postholder] Note: Qualifications and Experience headings are included in the Person Specification; see Using Competencies in Recruitment & Selection in the Employment Manual on George. Guidance on the completion of this JD can also be found on George or available from your Directorate HR Adviser.

6 GREATER LONDON PROVINCIAL COUNCIL (GLPC) JOB EVALUATION SCHEME EVALUATION REPORT Post Title Customer Relationship Management JEM Reference No Directorate Resources Evaluation Date 17/11/06 Service Business Improvement FACTORS: LEVEL POINTS Management of People 2(up to five) 28 Dispersal Creativity and Innovation Contacts and Relationships Decisions Discretion Consequences Resources Work Environment Work Demands Physical Demands Working Conditions Work Context Knowledge and Skills TOTAL POINTS GRADE Grade 9

7 THE JOB EVALUATION HAS BEEN UNDERTAKEN IN ACCORDANCE WITH THE TERMS AND PROCEDURES OF THE GREATER LONDON PROVINCIAL COUNCIL JOB EVALUATION SCHEME 2000 Evaluation Type Re-evaluation Appeal