Joint Head of Customer Experience

Sutton, London (Greater)
£63,000 - £79,000 per year + Excellent Benefits
30 Jun 2017
24 Jul 2017
Job role
Head of Service
Contract Type
Full time

At Sutton and Kingston we are proud of the success of our many shared services.  We have now embarked on the strategically critical integration of our customer services provision.  As Head of Customer Experience you will lead and develop this new service, championing customer excellence, delivering technology change and positioning the shared service at the heart of the Councils’ strategic decision making.  Under your leadership, Sutton & Kingston Customer Services will become an exemplar for shared working and outstanding customer experience.

A key senior manager in the Chief Executive’s directorate, you will shape and deliver a vision for the service, working with and through a team of 80 across the two Councils and managing a budget of £2.5 million per annum.  Early critical wins will be the implementation of new CRM and telephony systems.

As our service develops and customers embrace the opportunities presented by digital engagement we will look to you to drive this channel shift.  By understanding and managing demand and harnessing customer data and information you will play a vital role in helping shape Council strategy.

We would expect you to be able to demonstrate a significant track record in leading customer services within the public sector.  Exposure to best practice and innovation in other sectors would be particularly welcome.  Experience of leading or contributing to technology change will be an important consideration for us.

Application is by CV and Covering Letter.  Your letter, which should be no more than 2 pages in length, should explain both your motivation for applying and why you are the right person for us. 

The closing date for applications is Monday 24th July at 09.00.

For further information or to apply please visit For an informal discussion contact Mark Bearn at HAYS Executive. T 0207 259 8743

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