Assistant Director, Customer & Insight
  • Employer: Wokingham Borough Council
  • Reference: 711860
  • Published: Tue 16/02/2021, 11:00 AM
  • Closing on: Mon 08/03/2021, 23:00 PM
  • Working Pattern: Full Time
  • Hours: 37 hours per week, There will be a considerable requirement to work outside the normal office hours and the salary for the post reflects this situation
  • Salary: Grade SM3 £71,852 to £79,337 per annum
  • DBS Check: No
  • Location: Shute End, Civic Offices, Wokingham, Berkshire

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Assistant Director, Customer & Insight

A relentless ambition to always improve

With great schools, up-to-date facilities and a fantastic location, Wokingham’s proud to offer an exceptional quality of life. To ensure that our vision and strategy for the borough is achieved we have the set the bar high, putting it simply, we want our customers, both internal and external, to love us.

As the Assistant Director of our Customer & Insight Team you will need to have significant experience of providing strategic and operational leadership of high demand, high volume customer facing services and will have accountability across three areas:

- Customer Experience (inc. Customer Service and end-to-end complaint management)
- Corporate Strategy & Planning (Council wide customer commitments)
- Communications, Marketing & Engagement (Internal and External Customers)

Customer Experience (CX)

In addition to owning the Council’s frontline Customer Service team, you will set up and own our Customer Journey and Experience across all facets of the Council.  This role is not about a focus on Customer Service levels, that is a given, but about getting our customers, both internal and external to love us.

You will shape and influence the end-to-end customer journeys across the Council, owning the development, analysis and interpretation of insights that enable us to make early informed decisions, changing our modius operandi to one which is fully customer focused across all services and functions, so we are easy to do business with.

Corporate Strategy & Planning

You will be accountable for the development of the Council’s planning for delivering of its strategy, and the execution of these plans across the organisation.  This includes leading on our strategic response to both Poverty and Equalities.  You will also drive the work to ensure the robustness and appropriateness of its current strategy, monitoring against Key Performance Indicators and work to develop our new strategy and Corporate Delivery Plan from 2025.

Communications, Marketing & Engagement

The role is responsible for all internal and external communications so you will bring experience of developing communication strategies, channels and approaches which not only engage but excite and change the relationship between the Council and is customers. 

The role requires clear leadership and line management across all three services areas, which includes circa 80 FTEs.

Agency CV’s not accepted.

Closing Date: 11pm, 8th February 2021 
Interview date: TBC

For an informal discussion, please contact: Becky Weeks on

Wokingham Borough Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff, other workers and volunteers to share this commitment.

Wokingham is an equal opportunities employer

How to Apply

Please apply online via the link provided.


Please note, we do not accept CVs submitted without a fully completed online application form.

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