Customer Improvement Manager Customer Improvement Manager

Customer Strategy is a new cross-council team focusing on embedding the Customer Promise throughout the organisation. Our team encourage a customer excellence culture across Surrey County Council, supporting us to achieve the strategic priorities and create a consistent standard of customer service. We work jointly and collaboratively with customer experts across the council to ensure the successful implementation and ongoing management of the Customer Promise.
At Surrey we put customers at the heart of what we do. We actively engage with our customers and use data to better understand and predict their current and future needs. This allows us to be proactive and deliver our services in a way that puts our customers first and enhances their experience of dealing with us ensuring no one is left behind.
Our colleagues are customer focused and deliver on our Customer Promise at all times - Our customer promise - Surrey County Council (surreycc.gov.uk)
About the Role
The Customer Improvement Manager will work with the Customer Strategy Lead and Business Partners to identify, create and launch tools and resources that deliver a customer focused culture and bring to life the Customer Promise across the entire organisation.
You will be working across the organisation to partner with Directorates and Services delivering improvements in customer excellence by investigating opportunities and needs that align with the overall customer strategy.
The role is varied and provides great opportunity to make a difference to our colleagues and our customers. Duties will include:

• Using customer knowledge, best practice and expertise to design and develop tools that enable Services to improve against their customer service performance metrics


• Working with stakeholders to trial new tools and drive organisational roll out of successful solutions


• Owning the evolution of the Customer Champions group and Customer Promise roll out


• Managing, reviewing and updating the Customer Excellence Hub SharePoint site and content


• Creating and bringing to life Customer Strategy plans including Comms plans, engagement plans and stakeholder updates


• Own reporting for customer satisfaction, SharePoint and learning completion


The Customer Improvement Manager will be an advocate of a customer focused culture by role modelling the Customer Promise Principals and promoting consistent practices across the Council, whilst actively seeking and integrating feedback for ongoing enhancement.


• Experience of working within customer service


• Knowledge and experience of delivering high-profile customer projects or programmes


• Strong interpersonal skills and proven ability to build lasting relationships with a diverse range of stakeholders


• Resilience, curiosity, adaptability and creativity


• Advanced problem solving and analytical skills


• Ability to work in complex and ambiguous environments
  
  This role has a starting salary of £45,680 per annum, based on a 36-hour working week. This is a 10-month secondment opportunity.

We are excited to be hiring a Customer Improvement Manager to join our Customer Strategy team, based at Woodhatch Place, Reigate.
Rewards and Benefits

• 26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 30 days after 5 years' service


• Option to buy up to 10 days of additional annual leave


• An extensive Employee Assistance Programme (EAP) to support health and well being


• Up to 5 days of carer's leave per year


• Paternity, adoption and dependents leave


• A generous local government salary related pension


• Lifestyle discounts including gym, travel, shopping and many more


• 2 paid volunteering days plus 1 team volunteering day per year


• Learning and development hub where you can access a wealth of resources