Experience Improvement Project Lead - 2 years FTC Scotland
Scottish Water
Full Time
Scotland
31380 - 43350 GBP ANNUAL Today
Job description
Together we are Trusted to Serve Scotland.
Customer Experience Improvement Lead - 2 years FTC
The Customer Experience Improvement team is currently recruiting for an Experienced Improvement Lead to help enhance the service we provide to customers. This role is a 2 year Fixed Term Contract
This varied role involves working with a number of teams to improve customer service processes, and communication. We’re looking for someone who can proactively identify improvement opportunities and work with the relevant stakeholders to implement them. Great communication is also a key requirement as you will be responsible for increasing internal awareness initiatives in support of delivering our service excellence aspirations.
Key Responsibilities
- Identify, scope and deliver improvements to service processes and customer communication across the business, managing relevant stakeholders and using insight to demonstrate the impact on our service improvement metrics such as Customer Experience Measure (CEM), customer satisfaction and formal complaints
- Develop a tailored suite of service offerings for customers, building on existing customer journey work, and creating new ones
- Manage a suite of external customer communication materials (e.g.water quality factsheets, flooding booklets etc); updating them when required and exploring new communication opportunities aligned to customers needs and expectations
- Work with a variety of internal and external stakeholders including Corporate Affairs, Internal Communications, Public Health, Design Agencies, Print suppliers etc
- Support the development of services to customers on the Priority Services Register (PSR) including system and process refinements, communications and partnerships (such as Age Scotland)
- Lead on the development and delivery of awareness and learning from service recognition programmes such as GEM (Going the extra mile) and IGEM recognition schemes to ensure continued focus on service improvements.
Key Skills and Qualifications
- A passion for delivering service excellence
- Experience in managing a number of communication and design projects including print, video and digital
- Experience in delivering change projects or initiatives
- Clear and confident communicator with effective stakeholder management skills
- The ability to prioritise own workload, independently and proactively
- Knowledge and experience of Microsoft packages including Office, Sway, Forms etc
- A full and clean drivers Licence
This is a flexible role in terms of base location within Scotland and can include home working. However please note travel to offices/locations in the central belt may be required.
What you’ll get
The salary band for this role is £31,380 - £43,350 per annum, dependent on skills and experience.
You can also expect:
- 38 days of holiday per year (including public holidays) with the option to buy 5 more
- Eligibility to join the defined benefit, contributory pension scheme
- Annual company bonus
- Life assurance scheme
- Paid time off for community volunteering
- Access to "SW Splash", saving you money on holidays, bills and shopping
- Excellent family friendly policies around Adoption, Maternity, Parental Leave, and Flexible Working
The closing date for applications is the 31st May 2023
If you’d like to learn more, please contact Alastair Kerr
([email protected]) for further information.
Do you have any support needs?
Please let us know if there are any changes we can make to our application and selection process to make it easier and more comfortable for you. Email us
here
with the vacancy reference number in the subject line so we can work with you to support you throughout your application.
Working at Scottish Water
Scottish Water is one of the UK's leading water companies, the quality of drinking water and satisfaction with the service we provide our customers has never been higher - but we want to be even better – and you could help play an important part!
We take employee engagement very seriously and have an inclusive and collaborative work environment where we respect people’s differences. We are committed to creating an engaging environment and a positive experience for our employees.
We were recently recognised as a Top 10 Flexible Employer in Scotland at the Flexibility Works Awards 2021 and by The Times as a Top 50 Employer for Women in 2019.
In 2019 we also won the Age Inclusive Award at The Herald and GenAnalytics Diversity Awards and were winners of the Best Public Sector Employer at the Family Friendly Working Scotland Awards 2020.
We have Carers Positive Exemplary Status and were Silver Award 2019 & Gold Award winners 2020 of the Defence Employer Recognition Scheme (DERS).
We aim for work to be an energising and fulfilling experience and everyone plays their part to ensure that Scottish Water is trusted to serve our customers and communities.
We are passionate about creating opportunities for young people and are proud to have achieved the Gold standard in the Investors in Young People accreditation, demonstrating our commitment to creating rewarding opportunities for young people.
You will have access to a host of benefits which include 38 days holiday a year, a defined benefit pension scheme, a discounted medical cash plan and cycle to work, plus a variety of agile working arrangements and family-friendly policies designed to support your wellbeing.
Next Steps
Any offer of employment with Scottish Water will be subject to the successful completion of a mandatory pre-employment screening process, including Disclosure Scotland and eligibility to work in the UK. Details can be found on our website.
For more information about this role or if you require any additional support throughout the application process please contact the recruitment team:
As part of our commitment to developing a flourishing Scotland, it is important that Scottish Water employees are resident in Scotland and contribute to the Scottish economy by paying Scottish income tax on their earnings. As a result we ask all potential employees to confirm that they are resident in Scotland, or to confirm their intentions to move to Scotland within 3 months of their start date.
Please note that candidates who have not submitted an application in the last 12 months will be automatically removed from our system records.
Scottish Water
www.scottishwater.co.uk
Dunfermline, United Kingdom
Douglas Millican
$500 million to $1 billion (USD)
1001 to 5000 Employees
Government
Energy & Utilities
2002
