Customer Access Transformation Lead

Job Summary
Contract Type:
Permanent
Working Hours:
Full time
Advert Start Date:
27/11/2024
Advert End Date:
11/12/2024 23:59
Employment Location:
Sand Martin House, Peterborough
Salary:
£41,511 - £45,718
Vacancy ID:
106317
Closing date:
11 Dec
Further Information
The Customer Access Transformation Lead is responsible for leading and executing initiatives that enhance the efficiency, effectiveness, and overall experience of customer service operations. This role drives strategic changes across customer service processes, technologies, and teams, ensuring the seamless integration of innovative solutions, such as AI, automation, and self-service tools. The Customer Access Transformation Lead works closely with cross-functional teams to identify opportunities for improvement, streamline workflows, and implement best practices, delivering a superior and consistent customer experience aligned with the organisation's goals. Through data-driven insights and collaboration, the role plays a key part in evolving the customer service function to meet both current and future demands.
The position also requires overseeing the daily operations of the call centre, ensuring that customer interactions are managed efficiently and with elevated levels of satisfaction. This role focuses on managing staff performance, optimising workflows, and maintaining key performance indicators (KPIs) such as response times and resolution rates. The Customer Access Transformation Lead also implements strategies to improve customer service quality, drive operational efficiency, and foster a positive work environment for the team, aligning the call centre's performance with the organisation's goals and customer service standards.

Our employee benefits
We value our colleagues and have developed a number of benefits in addition to our generous annual leave starting at 25 days + bank holidays, sick pay and local government pension scheme…
Access to a range of benefits via Vivup, including in-store and online discounts as well as our Cycle to Work and Home & Electronics schemes
Buy up to 10 days additional annual leave (pro-rata) 
Access to car lease scheme
Take your bank holidays flexibly to better suit your personal circumstances
Make Additional Voluntary Contributions (Shared Cost AVCs) to your pension with tax and National Insurance savings
Access to development opportunities including apprenticeships to support your personal and professional growth
Paid volunteering hours each year so you can make a positive impact on our community during your normal working day
Access to our equality, diversity and inclusion network
Opportunities to receive Employee Recognition Awards 
 
We are proud to serve the diverse communities of Peterborough and want our workforce to reflect this diversity, which we believe is beneficial for our employees, the organisation and the communities we serve.