Job Description
7 months contract with a local authority
Job Purpose
* our team is part of Hackney Council’s Customer & Workplace division (an overview of the service structure is available here) The division is responsible for a broad portfolio of high-profile, citizen-facing and corporate support services. Our work plays a vital role in the experience that residents and businesses have of council services, and our teams work closely with colleagues across all areas of the organisation.
Key Duties/Accountabilities
* The Customer Services, Digital & Data teams are responsible for over 1 million customer enquiries per year by phone via the council’s contact centre; face-to-face at Hackney Service Centre; online; and through the registrars service.
* These range from requests for general information to help recording major life events such as births, deaths and marriages, and providing support for some of Hackney’s most vulnerable residents who are at risk of homelessness and experiencing financial hardship.
* As well as being the first point of contact for the council, our teams have the digital, data and technology skills needed to make sure that we deliver an excellent customer experience, and provide well designed and efficient end-to-end service journeys.
* The integration of our customer services, digital and data teams creates huge opportunities to transform the services that our residents and businesses rely upon.
* By bringing deep insight into the service user’s experience together with sector leading data and analytics, digital technology and design capabilities, these teams are able to identify and implement opportunities to radically improve the customer experience.
Essential Experience Required
* Substantial relevant experience to deliver required user experience, usability, accessibility and security is essential.
* Significant experience of user experience design activities for strategic, large or complex programmes is essential.
Essential Qualification Required
* Ideally educated to bachelor degree level and/ or holds a relevant professional qualification, although consideration will be given to those applicants without these qualifications, but who can demonstrate they have worked at a similar level is essential.
Additional information to note
* Working hours: 36 hours per week
The closing date for this position is 25th March 2025.
Requirements
The Customer Services, Digital & Data teams are responsible for over 1 million customer enquiries per year by phone via the council’s contact centre; face-to-face at Hackney Service Centre; online; and through the registrars service. These range from requests for general information to help recording major life events such as births, deaths and marriages, and providing support for some of Hackney’s most vulnerable residents who are at risk of homelessness and experiencing financial hardship.