Job Title: Customer Experience Specialist

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1 Date completed: Job Title: Customer Experience Specialist Job Reference Number: P02367 Job Band: Band 5 Functional Area: Customer Services Accountable to: Customer Experience and Service Development Manager Job Dimensions: Customer Experience across the Organisation. Budget and FTE None Allocated. 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 moving to a commissioning and delivery model we need to ensure that customers have a consistent and positive experience of dealing with ECC, whatever service they use or interact with. This is a high profile role which will drive the development and delivery of a consistent and positive customer experience across the organisation. The role will be responsible for ensuring there is sufficient customer experience governance across the service area, and that appropriate customer experience reporting is provided to the CLT and PLT. The role will work with specific commissioning and delivery services in a customer experience business partner capacity to define how the core ECC Customer Experience Standards will be implemented, measured and reported across their service area. And where there are issues, how the achievement of the standards can be improved. Working with the Customer Experience Analysts, the role will use rigorous challenge to ensure that appropriate customer insight is used to inform decision making within the service area to continuously improve the customer experience across the organisation, and to deliver services as cost efficiently as possible. 1 Essex County Council

2 The role will also work with Strategic, Transformation and Commissioning to ensure that, as more services are commissioned, all customer experiences remain positive and consistent for ECC s customers. Therefore the postholder needs to be a customer experience expert, knowledgeable, highly motivated, and self-driven and have account management skills. They must also be confident in working with a full range of people. Job Purpose Summary: Lead the definition, measurement and reporting of Customer Experience Standards for specific commissioning and delivery of functions within the council to support achievement of the overall ECC Customer Experience Standards to meet the future customer and savings outcomes for Essex. Responsible for driving the development, delivery and governance of the local element of the Customer Experience Strategy to ensure the customer is the focus of service delivery and that the Strategy s outcomes are delivered. Responsible for driving a customer focused culture change within the specific commissioning and delivery functions, to one that proactively seeks customer insight (e.g. root cause analysis of complaints and customer satisfaction data) to identify opportunities for continuous service improvements to deliver a positive customer experience, more cost efficiently. Key Responsibilities and Accountabilities: Core Accountabilities (Tier 6): 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 planning and development of a visionary, innovative strategy for the design and delivery of the customer experience across specific commissioning and delivery functions within Essex County Council, partners and businesses that is forward looking, meets the needs of the organisation, identifies synergies and can continue doing so as ECC transforms ensuring efficiency, best in class services and cost savings as well as promoting consistency of experience for customers. Responsible for the establishment of localised customer experience standards across specific areas of ECC, based on the core ECC Customer Experience Standards, and the measurement and reporting of delivery against these standards, irrespective of whether delivery is by ECC itself, its partners or others. Ensure compliance with all external and internal regulation. Responsible for ensuring rigorous customer experience governance across ECC and partners to provide a consistent experience, including responsibility for reporting to CLT and PLT on 2 Essex County Council

3 achievement against customer experience Key Performance Indicators. Responsible for promoting the proactive and effective use of customer insight (eg complaints root cause analysis data) and ensuring its use by commissioning and delivery teams in order to drive improvement in customer services and experience. Bring specialist skill, knowledge and experience to bear in supporting the commissioning function in its planning and commissioning engine inputs, and in acting as business partner to commissioners and delivery functions to ensure the right outcomes. 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. Evidence of continuing professional and managerial development including, preferably, a management qualification. Evidence of developing and implementing strategies in a customer services environment. Specialist knowledge and understanding of concepts and principles regarding effective and efficient customer experience within large complex organisations. Experience of working with strategic partners/outsourcing/joint ventures. Experience of working in a political environment, would be an advantage. 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 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. 3 Essex County Council

4 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. 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 4 Essex County Council

5 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 Ralp 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. 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. 5 Essex County Council

6 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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