Customer and Community Lead
Details
- Reference: SCC/TP/288478/1498
- Positions: 1
- Salary: £35,920.80 per annum (pro rata to £59,868 FTE)
- Category: Customer Services & Advice
- Contract type: Fixed term
- Working hours: 21.6 hours per week
- Posted on: 25 July 2024
- Closing date: 11 August 2024
- Directorate: Highways, Infrastructure & Planning
- Location: Merrow Complex, Merrow Lane, Merrow, Guildford, Surrey, GU4 7BQ
Description
The starting salary for this position is £35,920.80 per annum for working 21.6 hours per week. The full time equivalent salary is £59,868. This is a part time role open for working 2-3 days per week.
We are excited to be hiring a new Customer and Community Lead to join our fantastic team. The position will be based at Merrow Complex, Guildford though you will be working with people based in offices across the County, therefore 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.
This is a 12-month secondment or fixed term contract opportunity.
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
About the Team
The Environment, Infrastructure and Growth (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 an integral part of decision making and designing the services we deliver. A key priority for the team is the Surrey County Council Customer Transformation Programme which is a variety of customer focused projects, intended to transform the way we interact with our customers.
About the Role
This role is a part job share with the Customer and Community Lead in EIG who currently works part time (3 days a week). The role will focus on 'Customer', centered around Customer Transformation. You will be working closely alongside the other Customer and Community Lead to review and drive forward radical change in the way we interact with our customers. You must be passionate about delivering excellent customer service.
This role will provide strategic support to improve the customer experience promoting and embedding a customer ethos throughout a range of services, with a strong focus on Highways in particular. You will be able to influence and work alongside 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:
- Driving forward customer focussed change which delivers positive benefits for our customers
- Jointly holding overall responsibility for Customer Transformation in EIG
- Ownership of key projects within the Customer Transformation Programme to ensure rapid delivery of the objectives
- Working closely with leaders across EIG, the corporate Transformation Programme and other key SCC teams to ensure a co-ordinated, customer focussed approach to delivery, sharing best practice and expertise.
Shortlisting Criteria
To be considered for shortlisting for this position, your application will clearly evidence the following experience:
- Leading projects to improve customer experience
- Customer enquiry/customer journey redesign
- Influencing key stakeholders and change management
- Team management and development
- Demonstrate a desire and track record of innovating new approaches to improve customer service
Contact Us
Please contact us for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment.
For an informal discussion please contact Joanna Cossins by e-mail at joanna.cossins@surreycc.gov.uk.
The job advert closes at 23:59 on 11/08/2024 with interviews to follow.
We look forward to receiving your application, please click on the apply online button below to submit.
Our Values
Our values are as important as our abilities and shape who we are as an organisation. Discover more about our values.
Before submitting your application, we recommend you read the job description. Our Life at Surrey handbook also attached provides insights of the culture at Surrey and how as a valued employee, you can help shape our Council.
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.
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