Service Experience Manager
Job introduction
About the role
Are you passionate about delivering great customer service? If you do, and have a proven track record in service management, we want you to join our team as an IT&D Service Experience Manager.
You will play a pivotal role in ensuring that our councils staff receive a first-class service at every touchpoint. You will be responsible for managing and enhancing the overall IT service experience, leading dedicated teams of service professionals, and implementing strategies to drive customer satisfaction.
You will have direct reports working across East Sussex County Council, Brighton & Hove City Council and Surrey County Council whose teams consist of local IT technicians, technical advocates and accessibility specialists. Your role will be to ensure the customer journey is exemplary, your teams are dynamic and innovative, and that new technology is successfully adopted by staff.
Your customer base will consist of around 20,000 council staff spanning three councils. This is a unique opportunity to make a real difference to the IT support and provision for council staff to enable them to provide council services to our local residents.
We are looking for candidates who:
- Can lead, mentor, and motivate their teams in achieving their goals.
- Can develop and implement service strategies that align with the councils’ priorities and objectives.
- Can manage the service department's budget effectively.
- Is confident and influential in a corporate environment.
- Is committed, enthusiastic and energised to delivery exceptional customer service.
If you are ready to take your career to the next level as a Service Experience Manager, we encourage you to apply.
To apply for this role please follow the ‘Apply Now’ button above. When completing your application be sure to address how you meet all the criteria in the attached role profile with specific focus on the “Representative Accountabilities” and “Education, Knowledge, Skills & Abilities, Experience and Personal Characteristics” sections. Please draw on any relevant work/life experience, education or personal interests. (CV’s alone will not be accepted).
Interviews will be in person and held in Lewes, East Sussex.
We offer a diverse range of benefits to help and support you during your employment. More information can be found on our benefits page.
Additional information
This is a partnership role across East Sussex County Council, Brighton & Hove City Council and Surrey County Council. Your contract and employment terms and conditions will be dependant on the council you are contracted with,
Work Permits: we may be able to obtain a Work Permit for this post but this is subject to meeting the requirements of the UK Border Agency’s Points-based Immigration System.
From 6 April 2011 the Home Office has placed a permanent restriction on the number of migrant workers that all Tier 2 (General) Sponsors can recruit. Due to the restrictions we cannot guarantee that individuals that meet the requirements of the Points-based Immigration System will be issued with clearance to obtain work permits.
Company information
East Sussex County Council is an equal opportunities employer. We welcome applications from all suitable candidates, regardless of race, gender, sexual orientation, disability or age. All applications are treated on merit.
