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Digital Change Lead - Customer Service
| Posting date: | 23 October 2025 |
|---|---|
| Salary: | £59,511 to £65,181 per year |
| Hours: | Full time |
| Closing date: | 17 November 2025 |
| Location: | Kingston Upon Thames, South West London |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | London Borough of Sutton |
| Job type: | Contract |
| Job reference: | 3725 |
Summary
About the Role and our Ideal Candidate
The Digital Change Lead for Customer Service will set the strategic direction of travel in the Customer Services teams. In this role you will:
Lead service and performance improvement by measuring performance, identifying opportunities for change and creating a culture of continuous improvement.
Lead delivery and change management by setting change initiatives and coordinating the work to achieve your objectives.
Own customer service systems and strategy by gaining expertise in our processes and technology so you can set the long term direction.
Lead relationships with customers and partners by creating a collaborative, open culture that engages stakeholders from across the councils and our partners.
Own your corporate responsibilities by meeting governance and policy expectations from business continuity to corporate participation.
About you
We are looking for someone who has a successful track record in delivering transformational change by working with people, processes and technology. You will bring energy and enthusiasm for change to the role, and use your initiative to lead the work. You’ll enjoy building relationships and cross-functional teams around you to support your goals.
You’ll have experience of managing people, setting culture and behaviours, process improvement, and leading the adoption of technology. You want to use qualitative and quantitative data to identify improvement opportunities and monitor the impact of your work.
You’ll be comfortable working with external partners and suppliers to ensure we get the best value from their services.
About Us
The Sutton Customer Experience service and Kingston’s Contact Centre are the main point of contact for anyone seeking information, advice, or support with council services. Each council’s team is multi-skilled and staff have experience across a range of service areas, often supporting residents with complex needs. Both teams have a positive and supportive culture, and are often at the forefront of trialling new ways of working to improve council services for residents.
The Digital Change Lead for Customer Service will set the strategic direction of travel in the Customer Services teams. In this role you will:
Lead service and performance improvement by measuring performance, identifying opportunities for change and creating a culture of continuous improvement.
Lead delivery and change management by setting change initiatives and coordinating the work to achieve your objectives.
Own customer service systems and strategy by gaining expertise in our processes and technology so you can set the long term direction.
Lead relationships with customers and partners by creating a collaborative, open culture that engages stakeholders from across the councils and our partners.
Own your corporate responsibilities by meeting governance and policy expectations from business continuity to corporate participation.
About you
We are looking for someone who has a successful track record in delivering transformational change by working with people, processes and technology. You will bring energy and enthusiasm for change to the role, and use your initiative to lead the work. You’ll enjoy building relationships and cross-functional teams around you to support your goals.
You’ll have experience of managing people, setting culture and behaviours, process improvement, and leading the adoption of technology. You want to use qualitative and quantitative data to identify improvement opportunities and monitor the impact of your work.
You’ll be comfortable working with external partners and suppliers to ensure we get the best value from their services.
About Us
The Sutton Customer Experience service and Kingston’s Contact Centre are the main point of contact for anyone seeking information, advice, or support with council services. Each council’s team is multi-skilled and staff have experience across a range of service areas, often supporting residents with complex needs. Both teams have a positive and supportive culture, and are often at the forefront of trialling new ways of working to improve council services for residents.