Job Description To lead and develop the Customer Experience within the Council. Lead the Customer Services teams to ensure they deliver the required performance, being committed to delivering a great customer contact experience through a variety of customer contact channels including digital, email and phone. Develop and continuously improve Customer Service operations and the wider customer experience across the Council to meet the Council’s transformation objectives, ensuring that these services operate as efficiently as possible. Provide advice and guidance to senior management team, corporate management team and elected members as necessary. Requirements Shape and lead Customer Services teams including frontline access, Contact Centre, Mail Room, Print room, Development team and Sharepoint teams to meet Council and service needs. Develop the Customer experience within the Council and the Corporate Plan objectives to enhance digital service provision to transform the way the Council works and how customers access our services to deliver efficiencies. The Individual Project management experience in a multi service environment Experience of use of digital solutions to improve business efficiency Proven experience of managing a contact centre or customer services Experience of dealing with the public in a service delivery environment Experience of leading and managing teams through organisational change Experience of managing departmental budgets Experience of managing people, HR practices and business improvements Educated to degree level or equivalent in a relevant discipline or the ability to demonstrate equivalent experience Excellent stakeholder engagement and communication skills Clear and articulate communication skills Project management Self-motivated, have the ability to work with minimum supervision and the ability to work as part of a team to meet corporate needs Flexible to work to deadlines and pressures in a rapidly changing corporate environment Act as a role-model and leader for others, by motivating, supporting and providing clear direction at all times Good numeracy and keyboard skills with a strong background in working with a variety of computer systems to input and retrieve data Well developed oral and written communication skills Ability to multi-task, work accurately to deadlines/ targets, work under pressure and prioritise your workload Ability to gather, understand, analyse and interpret information and concepts, verbal or numerical, about people or situations, quickly A desire to understand and resolve business processes Be customer focused and have data protection and complaint awareness Ability to take responsibility for activities or issues and to be accountable for their timely delivery Organisational awareness and the ability to resolve conflict Ability to work effectively in a busy office environment and remotely Closing Date: 20 September 2024 Starting Salary: £58,887.40 per year £31.24 per hour 36.25 hours per week For further information please contact Alasdair McEachan: Alasdair.McEachanmoray.gov.uk