Banner Default Image
Back to job search

Customer Service Centre Service Designer

  • Location:

    Oxfordshire

  • Sector:

    Professional Services

  • Job type:

    Contract

  • Salary:

    Up to £22 per hour

  • Contact:

    Eszter Katona

  • Contact email:

    ekatona@aktonrecruitment.com

  • Job ref:

    5183888_1629792377

  • Published:

    about 1 month ago

  • Expiry date:

    2021-09-23

  • Startdate:

    ASAP

Customer Service Centre Service Designer- Oxfordshire
£22/h

HOME BASED ROLE
This will be a home-based role whilst we are still working from home due to Covid. If a return to the office happens, candidate will need to travel to Oxford City.
As a Service Designer in the Customer Service Centre you will work closely with the Service Delivery Manager, Quality and Performance Manager and the wider CSC management team to contribute to the provision and management of an effective Customer Service Centre, providing the first point of contact for customer enquiries across a range of Council services and channels including phone, email, social media and face to face.
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. The ability to support Learning and Development and Training functions, the role will be pivotal to the establishment of an effective and multi-skilled team.

Qualifications, training and professional registrations.

Degree or equivalent appropriate professional qualification / experience.

or

Experience of a similar role in a local authority or customer services environment including experience of process improvements and resulting efficiencies.



Skills and knowledge.

Experience of working in both a project and operational environment with the ability to analyse and document customer journeys and end-to-end processes using relevant techniques and industry standards; produce training materials.

Experience of successfully delivering meaningful change initiatives, involving and affecting a range of stakeholders, ideally in a local authority or customer services environment.


Relevant experience.

Ability to research, analyse and map often complex processes and systems, and understand and interpret large volumes of data, draw conclusion and write concise reports with costed recommendations for change, in support of continuous service improvements and to deliver process efficiencies.

Strategic awareness with the ability to understand and apply organisational aims and objectives at a local level, and the ability to work with a range of internal and external partners and stakeholders, to assess the viability of proposed changes and transferring services into the Customer Service Centre