Customer Relationship Senior Manager - INTERNAL APPLICANTS ONLY
Summary
We are the public body that looks after England's historic environment. We champion historic places, helping people understand, value and care for them.
We are looking for a Customer Relationship Senior Manager to join our Finance Team.
What you will be doing
Leading a customer-focused team, you will design and impart relationship-focused shared service initiatives, whilst driving sustainable efficiencies and cost-saving behaviours across Historic England's Corporate Services shared services. You will influence at all levels, developing strong relationships with external partners and key internal stakeholder groups.
You will represent the Finance Shared Service and partner with Corporate Services Shared Service Leads to inspire strong service relationships and drive an excellent customer experience.
Internally, you will drive the relationship business partnering team, who will work with the Finance, HR, and IMT departments in their engagement with their external stakeholders.
You will also develop and motivate the finance contact centre and training teams, shaping partnerships with the finance expert delivery teams and inspire the delivery of excellent customer services.
Provide SLA activity and performance reporting for the joint Historic England/English Heritage governance board.
Work with the Head of Strategic Planning, ensuring Corporate Services SLA terms are upheld between Historic England and its customers.
Work with the Head of Strategic Planning in the production of a value-adding KPI performance and management information reporting suite for all shared services, providing customers with key data for strategic management and planning.
Chair regular service performance meetings with senior management and be in charge of conducting performance reviews and for maximising customer satisfaction survey results for Corporate Services shared services.
Lead the contract change processes for all Corporate Services shared services.
Who we are looking for:
* Significant experience and understanding of working within busy multiple team Finance and IMT departments.
* Excellent verbal and written communication.
* Excellent listening and influencing skills.
* Proven track record in customer relationship management.
* Strong role model who demonstrates commitment to high standards of service, honesty, integrity, and professionalism.
* Experienced People Manager.
We are an equal opportunity employer which values diversity and inclusion. If you have a disability or neurodiversity, we would be happy to discuss reasonable adjustments to the job with you. We also recognise the importance of a healthy work-life balance.
We are an inclusive employer and believe that flexible working options are for everyone. We want to make sure our working arrangements don't prevent anyone from joining us because of their personal circumstances. We also want to provide you with the best balance in your home and work life that we can. We are open to considering options including job sharing, part-time working, compressed hours working, and different working locations, including hybrid working.
Why work for Historic England
We are committed to promoting equality of opportunity for everyone. Diversity helps us to perform better and attract more people to support our work. We welcome and encourage job applications from people of all backgrounds.
We particularly encourage applications from Black, Asian, and Minority Ethnic candidates and candidates with disabilities as they are underrepresented within Historic England at this level.
Historic England want all of our candidates to shine in the recruitment process. Please tell us what we can do to make sure you can show us your very best self. You can contact us by email at recruitmentTeam@Historicengland.org.uk if you have any recruitment queries.
At Historic England we use a hiring system called Applied. Applied is a behavioural science-backed recruitment platform that reduces bias, improves quality of hire, and increases diversity. We do not use CV application for the majority of our hiring processes. You will answer a selection of questions that allow our hiring teams to test your skills and suitability for the role.
To ensure a fair and inclusive recruitment process for everyone the use of AI or automated tools is not permitted.
Provisional Interview Dates - Tuesday 14th January 2025.
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