This Vacancy has closed.
Customer Experience Manager
  • Employer: Brighton & Hove City Council
  • Reference: orbis/TP/1649/25544
  • Published: Fri 08/07/2022, 0:00 AM
  • Closing on: Sun 14/08/2022, 0:00 AM
  • Working Pattern: Full Time
  • Hours: 37
  • Salary: £41591 - £44624
  • DBS Check: No
  • Location: Hove Town Hall

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More Information

Customer Experience Manager

Job introduction

Improving customer experience is one of the highest priorities for our council. This role is crucial in driving the changes needed to achieve this. 

Your background in customer service will be essential to help inform your considered, customer-focused recommendations and guidance.

Above all you will be passionate about improving the experience of all of the council’s customers who include residents, visitors, businesses and anyone else who interacts with the organisation.

This role is available as a secondment to internal applicants in line with our secondment policy.

Interview date: Week commencing 29th August 

For an informal discussion, please contact Victoria Paling - Customer Experience Lead by email -  (an informal telephone or Teams discussion can be arranged if required)

About the role

This is an exciting new role, created to drive our Customer Experience Strategy, manage the Customer Experience modernisation programme and associated projects and work on high profile initiatives to improve the customer experience of those accessing council services.

You will be identifying areas of good practice and areas for improvement relating to customer contact in the organisation.  You will make recommendations based on your research and present these to colleagues at all levels, including the Executive Leadership Team and elected Members.

You will have strong project and programme management skills and be able to manage and prioritise a full and varied workload, including a broad range of projects which will contribute to improving service delivery and the customer experience.  Your skills in the analysis and presentation of complex information will be vital, along with well-developed interpersonal skills, and confidence in presenting to people at all levels.

You'll be working with a vast range of stakeholders, including service teams across the council, internal support teams, such as digital development teams and senior leadership including elected Members.

This role has the scope to really shape the way that the council provides its services to customers, so if you are passionate about change and providing high quality public services, this is a fantastic opportunity to put your skills into practice. 

Please read our Apply for a job at the council ( pages carefully. They give you all the guidance you need to complete your application as well as information on what will happen after you’ve submitted your application and at interview.

As part of your application, you will need to complete your education and work history and upload a supporting statement. Your supporting statement is the most important part of your application as it will be used in the shortlisting process to assess whether you meet the essential requirements for the role that are set out in the person specification and to decide whether you should be offered an interview. Before you start your application, please read our guidance here (Supporting statement guidance ( as this gives important advice which will increase your chance of success in the shortlisting process.

Additional information

Your starting salary will be pro rata if the above position is less than 37 hours or term-time only.

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 Visas and Immigration (UKVI) Points-based Immigration System. Please see for more information on the Skilled Worker Visa.

Part office / part home – hybrid -  We are a workplace that supports flexibility and employee wellbeing in the way we work whilst providing the best service for our customers. Team and service working arrangements are designed to support both employee work life balance and team collaboration. These would be part of your individual working arrangements alongside any personal preference agreed with your manager in advance of joining.

For more information about our values and the benefits of working at the council, visit Why work for us (

Company information

Encouraging a diverse workforce

Our city is known and loved for its diversity. Not only is the mixture of people, culture and skills vital to the economic and social development of the city, it's what makes Brighton & Hove such a great place to live, work and visit. We are committed to developing and retaining a workforce that is representative of the diverse communities we serve so we welcome applications from individuals from all backgrounds. In order to achieve our aims of proportionate representation, we particularly encourage applicants from a BME or White Other background as well as those who identify as disabled, male or trans.

Find out more about our commitment to being a fair and inclusive place to work where everyone can achieve their potential by reading about our fair and inclusive actions, our anti-racism strategy and the work we are doing to encourage a diverse workforce (