Job Title: Customer Experience and Service Development Manager

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1 Date completed: Job Title: Customer Experience and Service Development Manager Job Reference Number: P02357 Job Band: Band 6 Functional Area: Customer Services Accountable to: Head of Customer Experience and Development Job Dimensions: Budget and FTE Approx. 30 FTE and will vary and increase as customer service teams are identified to be moved into the portfolio The Role: Essex County Council (ECC) is one of the largest and most dynamic local authorities in the UK and is undergoing significant transformational change to further enhance customer focus, service and delivery. In driving channel shift and migrating additional services into Contact Essex, externalisation and rationalisation of services we aim to improve the customer experience and provide value for money. The role will need to provide a dynamic and visionary leadership to drive the operational transformation of customer services to ensure a best in class delivery, fit for purpose within a financially challenging environment. Acting on behalf of Customer Experience and Development and being responsible for managing and driving change at a pace, using business knowledge and expertise to influence and work with others. The postholder will need to be able to demonstrate a strategic approach to delivering service process re-engineering to redesign existing customer services to deliver efficiency improvements and innovative solutions which deliver successful cost-effective, customer focussed outcomes. The role will drive and manage the design and implementation of the future ECC customer services model, working with of a wide range of customer access services (initial customer contact and service delivery at the first point of interaction). The role will manage the transition of these services to provide a wider range of customer support at first point of contact, delivered 1 Essex County Council

2 using ECC s digital channel as much as possible, and the centralised Customer Contact Centre, to provide a quality customer experience for our diverse customer base, cost efficiently. The role will therefore engage with seniors managers across the organisation to identify customer service teams to transition into the changing portfolio of services and then manager the customer service teams or individuals as identified and redesign to provide customer services through ECC s digital service and/or incorporated into Contact Essex to increase efficiency and cost effectiveness. Job Purpose Summary: To own and manage the transition of existing non-digital and non-centralised ECC customer access services to optimise customer experience and achieve cost savings for the organisation. It is therefore essential that the postholder has organisational vision, is self-driven and is confident working with a wide range of people. With experience of working collaboratively with a range of partner groups and an ability to manage change in a large and complex organisation. To develop a set of customer service standards that reflect the way in which we want to deliver our services, both internally and externally. To lead the development of an organisational wide customer service accreditation such as CSE. The postholder will promote ECC to enable us to be recognised by our peers across all sectors, winning awards for innovation and customer service excellence. To engage and seek buy in with senior leaders and commissioners to identify opportunities to transition customer services to lower costs channels and enhance customer experience. Working together and being flexible will be critical as service transformation will be continuous and the postholder should be able to quickly adapt to new challenges as and when they arrive. Key Responsibilities and Accountabilities: Core Accountabilities (Tier 5): Thinking creatively, challenging the norms, and constructively challenging those around them (including those more senior) to ensure continuous improvement, commercial astuteness, and inspire the same those around them. Ensure the proper assessment management and mitigation of risk, including Health and Safety and Business Continuity. Work as part of project or process teams as required under the new, matrix managed, operating model, ensuring excellent cross functional output. Role Specific Accountabilities: Responsible for the delivery of key customer service transitions across ECC, that is forward looking, meets the needs of the organisation, identifies synergies and can continue doing so as ECC further transforms, ensuring efficiency, best in class services and cost savings as well as promoting consistency of experience for customers. Responsible for designing and managing the transition for a changing portfolio of customer facing services, through a range of channels to optimise customer experience and achieve cost savings for the organisation, identifying opportunities to migrate functions into the Customer Service Centre and digital channels, enhancing cost efficient delivery. Responsible for managing internal and external client relationships, providing a single point of 2 Essex County Council

3 contact. Ownership for the resolution of issues to improve relationships and to support retention, and also the building of existing relationships to expand the scope of services provided to existing clients. Responsible for using customer insight effectively in order to drive improvement in customer services To work with service areas to identify front line customer activity across the organisation, in order to harmonise and subsequently rationalise and transition services and teams to achieve the best outcomes for customers. Manage ECC s customer facing services transition to optimise the delivery of services to the customer as efficiently as possible, while ensuring a consistent and positive customer experience, using customer intelligence effectively to further develop services. Develop a set of organisational customer service standards to ensure consistency of service delivery. To work with commissioners to ensure consistency of service delivery, especially ensuring that standards are tested through a formal procurement process. To drive forward a pragmatic approach to organisational wide customer service accreditation, using the Customer Excellence framework, as well as gaining specific CCA accreditation for our Customer Service Centre. To seek national recognition in customer services through a variety of industry awards. To represent ECC at key benchmarking events to ensure we have cross sector presence. Knowledge, Skills and Experience: Evidence of successfully delivering outcomes in a customer service area. Educated to degree level in a relevant subject area, or equivalent by experience. Experience of working collaboratively with partners, commissioners and senior leaders to deliver successful outcomes Evidence of continuing professional and managerial development including, preferably, a management qualification. Specialist knowledge and understanding of concepts and principles regarding effective transformation of customer services within large complex organisations including the ability to assess the strengths and weaknesses of different models and methods. Experience of managing change in a complex service delivery environment. Experience of delivering customer services in a complex, multi-stakeholder environment. Competencies and Behaviours: The postholder must behave in accordance with ECC s Values and Behaviours, including the Core Leadership Behaviours. CLEAR By inspiring a common sense of purpose and direction across ECC and by being definitive about the contribution that you and your team need to make to support ECC in the successful 3 Essex County Council

4 delivery of outcomes for the Essex community. DECISIVE In applying commercial judgement to make decisions that will deliver cost efficient and effective results for ECC and outcomes for the broader Essex community. ACCOUNTABLE By visibly displaying your commitment to cross organisational success and in accepting full responsibility for the contributions of you and your team to this success. INNOVATE By giving freedom to others to improve the performance of ECC by challenging the status quo and providing enough scope for individuals to experiment with new or innovative solutions. TRUST By building a strong and capable team, confidently setting the direction, clearly articulating the measures of success and then trusting your team to deliver. RECOGNISE By genuinely valuing the contribution of others and using formal and informal methods to encourage their unique contributions and recognise their achievements. INFLUENCE By respectfully taking into account the views of others in effectively representing the position of ECC in the establishment of commercial partnerships that deliver the best outcomes for the wider Essex community. ASTUTE By demonstrating an ability to understand and respond to the complex, evolving political, economic and social environment within which ECC operates. DELIVER By setting clear goals that cascade from the key ECC outcomes, by consistently meeting quality standards and deadlines and by looking for ways to succeed no matter what the challenge. DRIVE In displaying genuine passion and enthusiasm for the achievement of ECC priority outcomes and proactively seeking ways to address issues that that may hinder the achievement of these outcomes. 4 Essex County Council

5 SELF-AWARENESS In being aware of how your behaviour, personality and operating style impacts on others and using this awareness to find the best way to work with and lead others. IMPACT By leveraging your natural leadership style to inspire others to work with you and to promote a culture at ECC that encourages achievement and regularly celebrates growth and success. Work Style: Office based. An office based employee will spend most of their working time at a desk. They will rarely attend meetings and are unlikely to be away from the office. They may, however, work flexibly on an infrequent/ad-hoc basis. Flexible office based. A flexible office based employee will have a main base but will either attend regular meetings, and/or work flexibly on a more frequent basis. Mobile. A mobile employee has a nominated ECC base but spends at least 50% of their time working flexibly. Home based. A home based worker has no nominated ECC base and spends at least 80% of their time working at home. Safeguarding: Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment. Role Requirement: This role does not require a DBS (CRB) check. JP Owners (Functional Leads) Signed Andrew Ralphs Date Pre-employment Checks: Role Requirement: Not working with children or vulnerable adults, not in a specified place and with no access to sensitive information relating to children or vulnerable adults. 5 Essex County Council

6 Pre-Employment Check Self Declaration (Unspent convictions only) References Definition A declaration of unspent convictions must be completed by all employees who do not work directly with vulnerable adults or children. A minimum of two employer references will be required -one of which must be the last employer. Any gaps of 4 weeks or more will be explored by the manager at interview stage. Where requested by the manager additional character references will be taken up. Medical All new recruits and employees whose role changes significantly are required to complete a medical health declaration. Eligibility / Right to work in the UK Regulatory qualifications and professional registration (subject to role) SWIFT / Protocol (SCF - Children s Social Care Team only) Proof is required and original documentation will be sought i.e. passport or full birth certificate. Original qualification certificates and proof of registration with a professional body is required (if applicable). A check against the individuals name on the Social Care electronic database will be administered. Safer Recruitment Consultant Signed Date 6 Essex County Council

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