Customer Change Agent - Ref RT06724
G10: £42,403 - £47,420 per annum (pay award pending)
Hours: Full time, 37 hours per week
Term: Permanent
At Walsall Council, we believe that people are at the heart of everything we do. In our work, the way we listen and respond to our customers and colleagues will decide the way we grow and bring the Council’s vision to life. To succeed, we must push the boundaries of customer service and added value - outstanding is the new standard and the new routine.
Using evidence-based insight into solving problems, managers will create an environment that supplies opportunities for all individuals and communities to fulfil their potential.
We now have an exciting opportunity for a Customer Change Agent to join our team in Customer Engagement.
As a leader and manager, you will:
* Work collaboratively to develop strong working relationships and supply a bridge between the council and the communities it serves.
* Embrace change and strive for continuous improvement.
* Provide value for money to ensure services are delivered promptly, combining sustainability with quality.
* Challenge the status quo, enable, and empower, and act with integrity.
* Deliver services that the people of Walsall will be proud of.
The main purpose of this job is to help the Customer Engagement Lead to:
* Empower staff.
* Improve services to customers.
* Reduce costs.
You will support the Customer Engagement team by managing the collection of data and establishing and monitoring performance measures.
A Customer Change Agent will collaborate with staff at all levels to ensure that measures data is collected, analysed, and used to:
* Identify how best to help residents (where and when they need it).
* Reduce the cost of delivering services.
* Remove failure and waste in systems.
Key features of the role for the successful candidate will be:
* Work with leaders to develop relevant strategic and operational measures, overseeing data collection and managing its use to help transform service delivery within Customer Engagement.
* Identify, commission, and monitor internal and external research studies to help understand system pressures that may impact current or future service delivery.
* Develop/support and promote a strong customer-focused performance culture within the service team, ensuring the provision of cost-effective, efficient, high-quality services to the Council, its members, and its departments in line with their identified needs.
* Use data and flow analysis to help understand customer demand, capacity in the current system, and the capability needed to fully meet customer demand.
* Take responsibility to produce key strategic documents and statutory returns.
* Present measures information and communicate key findings to a wide range of audiences (including staff, councillors, service users, and other key partners).
If you would like to know more about this role, please contact: Kirstin.Smith@walsall.gov.uk
Closing Date: Thursday 24th October 2024.
Interviews will be held during the week commencing 4th November.
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