Senior Customer Process Analyst
Senior Customer Process Analyst
Salary: Band: 9, £34,722 - £38,295 p.a.
37 hours per week
Portsmouth City Council
At Portsmouth City Council we're all about developing our staff, because we want to build a bigger and better city but we need the best employees to do so.
With a little over 207,000 residents and 7,000 businesses throughout this city, this unitary authority's main goal is to ensure the best care and development of all those within the city. From customer service to multi-million pound projects, our residents are at the heart of everything we do.
Your New Role
We are looking for a talented customer process analyst to be part of the on-going development of customer services that are designed with our residents in mind.
The council's digital journey is already underway, with customers increasingly using our online customer service channels to engage with us. We are working to improve the customer journey for those residents who contact us initially on the phone, streamlining processes to create seamless connections between offline and online customer service, and to create the best possible experience for all our customers.
Working as part of the wider digital customer team you will work across a range of council services liaising with staff to understand business processes, mapping these in order to make recommendations on how procedures can be enhanced and translated onto a digital platform.
You will initiate, manage and deliver small projects, acting as the main point of contact between the business area and the technical team. You will provide quality assurance that the developed product meets the business needs, and will be required to design, review and challenge processes ensuring consistency and alignment with corporate objectives. You will also manage an analyst role who is providing dedicated support for the council's contact centre platform. You will provide oversight on how the contact centre processes interact and fit in with the overall digital processes and approach across the council, as well as line management support.
What you'll need to succeed
You will have a business analysis qualification, which is desirable or have significant experience of analysis of business processes in a customer context. You will be customer focused as well as having excellent organisational skills with the ability to plan and manage your own workload. You will have business engagement and stakeholder management experience along with experience of workflow/business process modelling as well as knowledge and experience of project management including development, testing and implementation processes.
Please read the job profile for the full details of this exciting opportunity
What you'll get in return
We really appreciate our employees and fully realise they are essential to our success and look to offer an inclusive, supportive working environment where employees can reach their potentials with a healthy work life balance, offering the following rewards:
- Generous annual leave (27 days per year rising to 31, pro rata for part time hours) with the potential to purchase additional leave.
- A fantastic pension which allows you the opportunity to pay in more for that greater return.
- Flexible working hours.
- Access to a wide range of training and development opportunities including apprenticeships.
- Extensive wellbeing support through the Employee Assistance Programme
- Discount on travel, travel loans and the bike loan scheme
- Discounts on a wide range of goods and services – access a range of discounts and offers from thousands of restaurants, shops and more.
Staff rewards: https://careers.portsmouth.gov.uk/working-for-the-council/
For the full job profile please click here
Application process:
How to apply: When completing the application form, please thoroughly tailor your application to the 'Who is the Person' points in the profile with the use of examples from your experience and attach this as a cover letter in the Supporting Documents section. This is important, or you are likely not to be shortlisted. Please read alongside the 'How to apply' information. PLEASE DO NOT JUST SUBMIT A CV.
We are a disability confident employer - committed to ensuring that our recruitment and selection process is inclusive and accessible and welcome applications from all areas of society.
Closing date: 27 September 2023 @ 23:59 pm.
We will email applicants from time to time; please ensure you check e-mail folders as sometimes our e-mails may go into spam/junk folders.
Should you require any support in completing the application form please contact recruit@portsmouthcc.gov.uk.