Customer Experience Analyst
Employer: Medway Council
- Reference: BSD1641J
- Published on: Fri 02/03/2012 16:30 PM
- Closing on: Fri 09/03/2012 23:30 PM
- Working Pattern: Full Time, Contract
- Hours: 37 Hours per week
- Salary: B1 - £22,958 - £30,011 per annum
- DBS Check: No
- Location: Gun Wharf Dock Road Chatham Kent
Fixed Term 12 month with potential for further extension
Main Purpose Of Job
To assist with the customer experience design and development work that forms the Better for Less customer experience workstream. This important work is at the heart of the Better for Less approach to changing the way our processes for delivery of customer service. This workstream is responsible for creating a detailed understanding of processes, our customer touch points and how they work / interact from a customer and organisational point of view.
The role is at the core of the work of the Better for Less customer experience team and subject matter experts from council services to design and map future standard processes, design and deliver end user training and produce appropriate test material for all functional testing.
To develop and deliver facilitated workshops and training programmes, documentation and quality assurance to enable the Better for Less projects to deliver improved an customer experience and efficiency savings in line with the Better for Less principles.
To produce detailed analytical information to support service provision and redevelopment using all available customer channels as appropriate.
If you have any queries, please contact us on 01634 332878 or if you would like to have an informal discussion with the recruiting manager call Simon Wakeman on 01634 332776
How to apply
For details on how to apply for this role, please read the attached Guidance Notes, which includes the Job Profile/Person Specification.
If you are applying online, you will need to read through this prior to commencing your application.
No service user, employee or job applicant will be discriminated against, harassed or receive less favourable treatment on the grounds of gender, race, colour, ethnic or national origin, disability, marital status, family commitments, sexual orientation, age, HIV status, religious or political beliefs, social class or trade union activity or irrelevant spent conviction.