Job Introduction
Department of Finance, Procurement & IT: Transformation & Change PMO
Customer Subject Matter Expert (Programme Manager)
Post Reference: To be determined by HR
Band/Grade: Special A, £53,384 pa - £57,521 pa (Pro rata for Part Time Posts)
37 hours per week Fixed Term 2 years
Based at Britannia House (Bradford City Centre)/hybrid based on needs of service. Please note you may be asked to attend the Bradford office regularly for meetings, workshops etc
MAIN BODY OF THE ADVERT
Bradford Council is committed to transforming the way in which it operates to ensure its long-term financial sustainability. The Council has published an Improvement Plan and has an internal Transformation Function which supports and facilitates the scoping, management and delivery of this plan.
A key area of transformation within the Improvement Plan is the Customer Contact Management programme. The surge in customer demand for digital services, existing service delivery approaches and budget constraints, necessitates a customer contact transformation. The Council receives over 1.4m customer contacts per annum via 4 main digital channels (telephone, webform, email and social media) through multiple front doors. A programme is already in place to improve the ways in which customer contact can be delivered and achieve financial benefits through:
· Development and delivery of a Customer Strategy
· Service Catalogue, Data and Channel Shift
· Contact Centre Optimisation
· CRM System Implementation
As we implement this programme over the next few years, we require additional Customer Services expertise to support the development of the new Target Operating Model and deliver against several key strategic initiatives. This post is a fixed term Customer Subject Matter Expert (Programme Manager) role. This role is to provide extra capacity to the programme to accelerate key deliverables particularly relating to the delivery of the customer strategy and the contact centre optimisation. They won’t be managing the day to day contact centre activity but rather producing deliverables to support the programme, alongside other members of the Contact Centre team.
If you are an enthusiastic and experienced change professional with operational expertise in customer contact and able to work autonomously to lead and drive complex pieces of transformation, we want to hear from you!
For full details regarding this post please refer to the Job Profile.
We pride ourselves on being a good employer with a range of benefits and employment terms and conditions to suit you.
We Can Offer You:
· Pension – Local Government Pension Scheme
· Annual Leave – including 8 Bank Holidays and access to Flexi Scheme
· Hybrid Working – including flexible and hybrid working schemes and options to work from home
· Support & Development – Regular Support and Coaching within the team. Career Development and Training Opportunities
· Staff Benefits – such as discounted Gym membership, Travel Benefits, Credit Union, Metrofit Discount Scheme, Union recognition, Salary Sacrifice schemes etc.
· Support – Staff Support Groups with paid time off to attend, including Carers Network, Disability Network, Race Equality Group, LGBQT+, and Women’s Voice.
For more information about family friendly working and the many benefits of joining ‘Team Bradford’ please click here - Why join Team Bradford at Bradford Council? | Bradford Council.
CONTACT DETAILS
For further information regarding this post please contact Gemma Emmett on 07890 968421 or email gemma.emmett@bradford.gov.uk or Connor Mackleston connor.mackleston@bradford.gov.uk
IF DBS POST
An enhanced disclosure check with the Disclosure and Barring Service will be undertaken for this post.
IF SECONDMENT OPPORTUNITY
As this post is suitable for a secondment, interested applicants need to have secured the secondment agreement with their manager prior to the application.
The Code of Practice on the English language requirement for public sector workers, Part 7 of the Immigration Act 2016 requires that Councils ensure that all candidates applying for customer facing posts must be assessed in order to establish their fluency in English.
The criteria under special knowledge and experience on the job profile which is shown in this advert outlines what level of fluency you will be expected to demonstrate. Therefore, it is essential that you provide examples in your application.
Equality, Diversity and Inclusion is at the heart of what we do as a Council and the people we support. We have a number of self-directed Staff Networks (Disability, LGBTQ+, Race Equality, Women’s Voice, Working Carers and Young Persons) which assist in providing a voice and support mechanism to colleagues.
The RESPECT Allyship Programme is also available to all staff, which offers opportunity to learn more about the diverse communities & groups, and provides additional benefits and resources to its members. This is part of the RESPECT Campaign, which is the Council’s Internal Equalities Vision for staff and its ambition to build an truly inclusive workforce, where everyone can be their true selves at work.
Closing Date: tbc
One week
