Head of Customer Experience

Derbyshire County Council has an exciting opportunity for an experienced Customer Service professional with exceptional leadership qualities to join our team.

We are looking for an experienced Head of Customer Experience to manage our 24/7 Call Derbyshire contact centre and customer experience functions.

We deliver services to 800,000 residents across 350,000 households, from tiny rural villages to large market towns, all with their individual communication needs.

We are one of the largest employers in the region with 12,000 colleagues running our services - and we are a really great place to work.

As a forward-looking council, we are focussed on transforming our services for our residents and our employees.

The role involves developing and implementing customer service strategies, ensuring exceptional customer experiences, and driving customer satisfaction across our Council services.

The Head of Customer Experience plays a critical role in optimising customer service processes, managing customer service teams, problem resolution, and fostering a customer-centric culture across the organisation. The key metrics for success in this role are digitalisation, data analysis, automation, and process reengineering to ensure an efficient and cost-effective customer experience.

You will have previously led Customer Service functions through significant change, have a strong understanding of how to manage change successfully and have the leadership qualities to drive performance to deliver service excellence.

Benefits include:

• 34 days annual leave (pro rota for part time)
• Access to the Local Government Pension Scheme
• Incremental annual pay increases
• Smarter travel scheme including access to the cycle to work scheme.
• Access to our in-house occupational services which also includes free eye tests, physiotherapy, and counselling.
• Derbyshire rewards - offering hundreds of discounts and cashback.

Please read the job description and person profile for the essential criteria. You will need to demonstrate experience in the key fields as detailed in the person profile.

To arrange an informal chat about this role, please email diane.desay@derbyshire.gov.uk

Provisional Interview Date: Early May 2025

Apply now and take the first step towards a fulfilling career with us! By joining Derbyshire County Council you will have access to a range of amazing rewards and employee benefits, including our generous annual leave scheme, excellent local government pension and fantastic employee discounts. To discover more detail about the rewards and benefits available to you, click here

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