DEFRA are currently establishing the Scheme Administrator (SA) for the packaging Extended Producer Responsibility (pEPR) Scheme and require a Customer Support Lead to design and deliver a brand new 2nd Line function from its inception. You will be required to create the right environment and culture to support the delivery of excellent, high quality, compassionate, tailored customer service on behalf of the Scheme Administrator. You will provide transformational leadership and development within your function - inspiring colleagues to provide outstanding customer support, maintaining team motivation through high-traffic periods and building a high performing team.
The new UK pEPR scheme will launch in 2024 and its administrator will bring together talented individuals who are passionate about recycling and the environment. It will transform our current linear economic model of ‘take, make, use, throw’ into a circular economy. In a circular economy, resources will be kept in use as long as possible, maximising the value gained; resources will be used more efficiently; and waste will be minimised, and so will the impacts that inefficient resource use has on our environment and society.
Interested in Hearing more about the Scheme Administrator, what work we have done so far and how it will contribute to a circular economy
We are hosting a Webinar for you to join to find out more!
This online session will be held on MS Teams and is designed to provide you with further details about the Scheme Administrator and how it will evolve going forward.
Whether you are considering applying for one of our vacant posts or simply interested in learning more, this is a great opportunity to get a detailed information and ask any questions you may have.
The session will be held on Thursday 5 th December at 2pm, please email RWPeopleTeam@defra.gov.uk to receive an invite.
If you are unable to join or have missed the event, summary of the key points will be available from the same address following the session.
The successful candidate will support the Head Operations in establishing and managing the infrastructure required to manage queries and complex cases from c.8k Producers and 440 Local Authorities.
The Scheme Administrator (SA) Customer Support Team will act as 2nd Line query resolver group for all complex stakeholder queries that cannot be resolved by the SA Service Desk.
You will need to be confident working within a complex matrix structure, to deliver a service that meets the shared businesses needs of all internal stakeholders, including the wider Scheme Administrator, the Devolved Governments and the environmental regulators.
You will need to ensure that the design of the 2nd Line customer support function is user-centred and will be able to support the needs of the end users of the service
You will need to be confident working with the Scheme Administrator’s programme management function to develop a viable project plan and ensure the timely delivery of the Customer Support function.
You will provide training to (and support the ongoing development of) the Customer Support team, ensuring they are confident, capable and motivated to carry out their role to a high standard.
You will work with wider Defra teams, governance Boards, regulators and Devolved Nations to ensure the design of the customer support function fully considers their requirements.
You will ensure that insights, patterns and risks emerging from 2nd Line customer support are shared with the Service Desk, 3rd Line teams, the Scheme Administrator, Defra’s pEPR teams and other appropriate key stakeholders, with the aim of embedding a continual service improvement culture.
You will lead on ensuring knowledge is captured, documented appropriately and transferred to the 1st Line Service Desk, continually growing their ability to resolve calls without need for escalation to 2nd Line.
To deliver these products, the successful candidate will lead their teams to:
* Deliver and continually improve a set of business processes that capture how the CS Team will handle and respond to complex queries from all SA Stakeholders;
* Develop query resolution systems and processes that are integrated with the current tactical SA Service Desk infrastructure.
* Transition that initial infrastructure and ensure it integrates with the new strategic SA Desk provided by the appointed Financial Services Supplier (due to be appointed late December ’24).
* Oversee the development, implementation and maintenance of excellent working arrangements with a range of 3rd Line ‘Subject Matter Expert’ teams across DEFRA (including the R&W Fees and Payments Team, the pEPR Policy Team, the pEPR Legal Leads, DEFRA Commercial Leads and others) and outside DEFRA (including Producers, Local Authorities, Regulators and the Devolved Governments) to ensure the SA consults widely where necessary in resolving complex queries from Stakeholders.
* You and your team will work to become the SA subject matter experts to go to for any matters related to the pEPR Scheme, developing a body of knowledge that can be re-used to resolve incoming queries from external stakeholders.