Customer Strategy Business Partner

  • Employer: Surrey County Council
  • Reference: orbis/TP/303772/36085
  • Published: Wed 13/09/2023, 13:31 PM
  • Closing on: Sun 01/10/2023, 13:31 PM
  • Working Pattern: Full Time
  • Hours: 36 hours per week
  • Salary: £50047 - £55125 per annum
  • DBS Check: No
  • Location: Reigate, Surrey

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More about this employer

Customer Strategy Business Partner

The starting salary for this role is £50,047 per annum for working 36 hours per week. This is an 18-month secondment opportunity / fixed term contract.

Are you a customer excellence professional who can use their knowledge and experience as part of a new team to drive the highest quality of customer experience across the Council?

We are hiring two Customer Strategy Business Partners within the Customer and Communities Directorate to support the wider organisation to develop, grow and embed a customer-focused culture.

You will be an advocate for and promote Customer Excellence to support the highest quality of customer experience and encourage a customer-first culture across the Council. The role will see you responsible for overseeing and coordinating a new Customer Champion Network, under the direction of the Customer Strategy Lead, to build a community of best practice; this network will help share best practice, inform customer improvement and transformation work, and champion the importance of delivering customer excellence across all parts of the organisation.

As a Customer Strategy Business Partner, you will use your knowledge, experience and engagement skills to co-develop plans for embedding Surrey County Council's Customer Promise in practice in business areas.

About the team

You will be part of a new Customer Strategy team. This team will:

  • Enable the organisation to continue to deliver ongoing improvements to how we work for the benefit of our residents and customers
  • Guide the Council in delivering exceptional customer experiences in line with the Surrey Way
  • Support delivery of more consistent customer experience approaches across the organisation, driving efficiency and supporting independencies and self service
  • Partner with key services and customer experts across the Council, ensuring a cohesive approach to improving customer experiences
  • Strengthen our commitment to customer excellence and embed this in our organisation culture
  • Provide a coordinated approach to sharing of practice, resources, expertise and activity around customer experience (in support of service delivery and transformation work)
  • Signpost and advise services and programmes on how to use the Customer Excellence resources and Customer Promise framework within their service area.

About you

To be considered for interview your application will clearly evidence:

  • Knowledge and experience of working within a customer service or customer excellence function, or experience of delivering high-profile customer projects / programmes
  • An ability to work collaboratively and build relationships with internal and external partners and professionals to embed a customer-first culture
  • A passion to identify, implement or oversee practical and creative customer experience improvements for the benefit of our residents and customers.

For more information please find the full job description on the employer site and refer to this before submitting your application. We also invite you to read our Life at Surrey handbook to see insights of the culture at Surrey and how as a valued employee, you can help shape our Council.

Additional Information

The job advert closes at 23:59 on 02/10/2023.

Interviews will take place during the week commencing 09/10/2023.


From flexible working to job sharing (where possible) we are committed to providing a healthy work life balance. A laptop and mobile will be supplied if applicable to your role. You will benefit from 26 days' annual leave and a generous local government salary related pension. For more information about the wide variety of benefits you can take advantage of please visit MyBenefits for Surrey County Council staff.

Our Commitment

Surrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applications where:

  • The candidate has evidenced the minimum criteria for the role through their application
  • The candidate has chosen to share that they have a disability on the application form

Our application form and onboarding process will provide an opportunity to request any reasonable adjustments for the interview and/or the role.

We want to be an inclusive and diverse employer reflecting the community we serve and particularly welcome applications from all underrepresented groups.

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