Salary range: £37,261 - £40,478 per annum
Work location: County Hall, Oxford
Hours per week: 37 - we are open to discussions about flexible working
Contract type: Fix term contract until 31st March 2024
Closing date: Thursday 9th March 2023
Interview date: Week commencing 13th March 2023
Are you an experienced Service Designer, Business Development officer, Process Designer, Project manager or Delivery manager?
Are you passionate about continuous improvement in Customer Services; and want to support the development of continuous improvement function across our Customer Service Centres?
Do you have the drive to define and deliver our service onboarding and business improvement programme to our Customer Service Centre?
Oxfordshire has a wonderful balance between beautiful Cotswold countryside and quaint villages and towns against the urban dynamic of the world-renowned university City of Oxford and surrounding market towns. It is a thriving county with one of the fastest growing economies in the country with a rapidly growing science sector in and around the county and is the base for many national and internationally recognised companies and organisations. Oxford has good transport links to London and the rest of the country.
At Oxfordshire County Council, we have been making changes to the way we serve our customers, in order to ensure a consistent and integrated customer centric approach to services.
Our Continuous Improvement team within our joint Customer Experience function has created an exciting opportunity for a new role to step up to the challenge to help improve services. Individuals in the Continuous Improvement team provide support services to drive performance and improvement across the whole Customer Experience function.
The joint Customer Experience function across Oxfordshire County Council is responsible for all initial customer contact across a wide range of council services and channels including phone, email, social media and face to face. The Customer Experience function supports the empowerment, independence and self-serving ability of our customers.
Our vision is ‘to provide excellence in customer service to the residents, and visitors to Oxfordshire’.
Our key aims are:
- to deliver a superior experience to all our customers and our colleagues within Oxfordshire County Council
- to achieve operational excellence and industry accreditation;
- to be a high performing customer experience service;
- to ensure that our customers have trust, confidence, re-assurance and respect in everything we do.
As a Service Designer in the Customer Service Centre you will work closely with the Quality and Performance Manager, Service Delivery Manager and the wider CSC management team to contribute to the provision and management of an effective Customer Service Centre.
This includes running all aspects of the project and delivery including managing stakeholders from various areas across the Councils to bring services and processes into the Contact Centre.
You will come from a background of continuous improvement, service design, process redesign, BPR, business development, project or delivery management and be able to identify areas for improvement in the customer journey and work effectively with people to make this happen.
This post requires a flexible approach, excellent analytical abilities and the resilience to work in a face paced environment with changing priorities. Excellent interpersonal skills as well as the ability to understand a wide range of data, processes and systems across a variety of different service areas.
Working in local government is interesting, innovative and challenging. The commitment of our teams to public service is key to our delivery of all services including infrastructure.
Oxfordshire has invested time and resource to create an environment where people develop professionally and personally. Oxfordshire offers a generous and family friendly rewards to benefit life both at work and at home.
Rewards package:
- 29 - 32 days annual leave plus Bank Holidays
- Flexible working arrangements where applicable
- Excellent Pension Scheme contributing up to 19.9%
- Relocation expenses of up to £8,000 for eligible new starters
- Staff Discount Schemes
- Family Friendly Schemes
- Health and wellbeing activities
- Discounts on rail and bus travel
Training & Development:
We’re proud of our strong learning and knowledge-sharing culture here. You can look forward to:
- Our online skills and knowledge platform dedicated to your continuing professional development
- Coaching, workshops, mentoring, shadowing and support from social groups
- A tailored induction
Please click here to view the Job Description and Selection Criteria
For an informal discussion about the role, please contact Clare Martin, Quality and Performance Manager on [email protected]
To apply, please complete an online application form by clicking either of the Apply Now buttons at the top and bottom of this advert. This includes a section asking you to explain how you meet the selection criteria, as specified in the job posting. You may attach a cover letter and/or CV to your application form, however it is not mandatory.
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Our commitment to equality, diversity and inclusion
At Oxfordshire County Council we are proud of our diverse workforce. Everyone is accepted for who they are, regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave. We have a number of staff network groups which provide peer support and safe spaces for staff.
Our commitment to safeguarding
Our Organisation is committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment.
We will ensure that all our recruitment and selection practices reflect these commitments.
Guaranteed interviews
As a Disability Confident employer we guarantee an interview for disabled applicants who meet the essential criteria for the job. We also guarantee interviews to care leavers who have completed further education and who meet the essential criteria for the job. For those leaving care without any further education we guarantee an interview for our apprenticeships. We are also committed to helping and supporting those transitioning from HM Armed Forces to civilian life and guarantee an interview for those demonstrating the essential criteria for the role, within three years of leaving the service.
We are open to discussions about flexible working.
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