Head of Customer Experience
| Posting date: | 12 August 2024 |
|---|---|
| Salary: | £62,900 to £67,900 per year |
| Hours: | Full time |
| Closing date: | 28 August 2024 |
| Location: | Norwich |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 365104/6 |
Summary
Beyond the bricks and mortar, the GPA is about providing great workplaces for our people. Through programmes like Hubs, Whitehall Campus and Smarter Working you will be in the vanguard of creating model working environments and promoting flexible working practices.
This is an ambitious and exciting task, for which we need innovative people, with strong commercial acumen, who are passionate about visualising and implementing customer needs. Launched as an Executive Agency of the Cabinet Office in 2018, we’re a relatively new department and we are growing fast so we also need people who thrive in ambiguity, can adapt quickly to change and are comfortable stepping outside of their remit to drive outcomes.
The GPA is committed to representing the communities we serve by making Diversity, Equality and Inclusion part of everything we do.
To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people who identify as being part of the LGBTQ+ community.
The Workplace Experience Team is a high-performing, motivated and collaborative team responsible for delivering cross-government transformation and reform, leading a portfolio of customer-focused activity that includes cross-government smarter working, the Customer Experience function and Customer Insights.
The successful candidate will fulfil the role of Head of Customer Experience and is accountable for the delivery of support to clients and customers in their preparation, move and occupation within a GPA managed building. They will own the GPA Customer Experience Framework which sets out the people, customer and workplace change management activities, products and deliverables that will ensure people have the best customer experience and realise the full benefits of a great place to work.
They will provide leadership and strategic direction for the Customer Experience team, ensuring people are at the heart of delivery across GPA programmes and projects and into business as usual operations. The post-holder will lead the team to:
- Champion the customer voice and use tools such as customer insight and customer journey mapping to define and continuously improve the customer experience and ensure the principles of customer service excellence are at the core of what we do
- Support clients and customers through transition to their workplace and help them get ready for occupation
- Help customers feel comfortable and confident in their workplace so they are enabled and inspired to be their best
- Encourage vibrant, friendly and social communities based in our workplaces and support communities working across the office, third places and home
Key Responsibilities:
- Accountable for the leadership, professional development and wellbeing of the Customer Experience team, ensuring resources are allocated across the portfolio of programmes and projects, developing strategies to address resource gaps where needed
- Accountable for the delivery of the Customer Experience Framework, team business plan and service offer, ensuring they align with GPA strategies, objectives and priorities
- Accountable for the delivery of the customer experience activities and work streams across GPA programmes and projects and into operations. Maintaining the customer experience business and delivery plans; monitoring progress; recognising and tracking inter-dependencies; identifying and managing risks and responding to other issues impacting delivery
- Communicate, educate and build commitment to customer service excellence and great places to work, ensuring a shared vision and sense of purpose. Act as point of contact for senior and strategic stakeholders, including clients. Work with senior stakeholders and clients to ensure their requirements and expectations are reflected in delivery. Ensure interest and influence is used to determine priorities for engagement and communication, where needed working to resolve issues and differences between stakeholders
- Champion the customer voice and use customer insights to engage, support and where needed, challenge clients, stakeholders and colleagues to drive strategy development, continuous improvement and ensure the delivery of great places to work
- Responsible for leading initiatives to improve customers workplace experience, such as developing workplace experience standards across the GPA portfolio, including government hub and campus strategies
- Accountable for the development and continuous improvement of products, policies and processes to support the customer experience deliverables and wider workplace experience
- A key member of the Workplace Experience Senior Leadership Team, taking a shared role in shaping the strategy, outputs and performance of the team as a whole