Customer Operational Intelligence Manager
Fixed Term (12 months), Full Time (37 hours per week)
£41,840 - £49,224 per annum
Location: Chelmsford*
Working Style: Anywhere worker
Closing Date: 27th March 2025
*Please note this is a hybrid-working role, with a requirement to work in the Chelmsford office 1 day per week on average, depending on business need.
This opportunity will be offered as a 12 month fixed-term contract or secondment.
The transformation across Essex County Council (ECC) Customer Services is wholly centred on the customer and their experience when seeking support from and within ECC and responding effectively to them. Utilising customer feedback to guide the improvements needed to the service, underpinned by the six pillars framework to drive a culture and ethos of continuous improvement.
The Customer Operational Intelligence Manager will be responsible for ensuring the provision of high quality business intelligence and insight, to drive informed decision making and change management activities to improve the customer experience and key processes.
As an experienced manager used to working in a busy, high volume customer environment, this role focuses on ensuring flexible, capable resource able to deliver exemplary and high quality of service, to ensure the service can meet operational demands supported by detailed planning.
Accountabilities
1. Responsible for developing the approach to gathering insightful and relevant Customer Service business intelligence to drive improved performance and service.
2. Responsible for establishing and implementing a quality framework for how work should be completed and ensuring high quality outputs by closely monitoring improvements.
3. Responsible for the provision of comprehensive and timely business intelligence to highlight and deliver service improvements.
4. Responsible for analysing data, including customer feedback, to make informed decisions about service developments and to measure team and individual performance against targets to ensure quality, productivity and value for money.
5. Builds strong working relationships with a range of stakeholders across the county, acting as a trusted partner to deliver shared goals.
6. Lead and manage continuous improvement projects across customer services to ensure a culture of embracing change and the Six Pillars of Customer Excellence is embedded across the service.
7. Responsible for creating a high-performance culture, drawing on specialist skills and expertise to challenge ineffective practice and bring together diverse capabilities from across teams to achieve shared objectives.
8. Specific individual and shared targets and objectives are defined annually within the performance management framework.
Skills, Knowledge and Experience
1. Educated to RQF level 5 (foundation degree) or equivalent by extensive experience.
2. Evidence of continuing professional development and expert knowledge in relevant professional area.
3. Experience of working with senior leaders, with an ability to overcome resistance to change with evidence of development and delivery of reporting frameworks to support continuous improvements.
4. Ideally have experience of working within a political environment with detailed knowledge of a public sector setting and the nuances involved in being part of a complex environment.
5. Experience of complex multi-agency partnership and stakeholder working.
6. Demonstrated ability to lead and manage diverse teams to achieve strategic objectives.
7. Evidence of creativity in exploring business opportunities and commercial acumen.
8. Ideally have knowledge of reporting software and experience using to automate the reporting of data.
What you should do next
If you are interested in finding out more about this role, please apply via the Working for Essex website.
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.
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