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Transformation Lead - Resident Experience (12 month fixed term)
13 days left to apply
Luton (On-Site)
Contract, Full time
No DBS check required
GBP 61,745.00 - 64,987.00 per year;GBP 8,000.00
About the job
Salary: £61,745 to £64,987 a year plus £3,203 car benefit allowance
Hours per week: 37
Contract type: 12-month fixed term
Are you passionate about delivering exceptional customer services and leading large-scale transformation projects? This exciting 12-monthfixed termopportunity places you at the heart of Luton Council's transformation programme, focused on revolutionising the resident experience. As the Lead Officer, you will spearhead the development of a new customer access model, driving efficiencies and savings, whilst ensuring that the values of Luton are deeply embedded throughout the change.
In this role, you will be responsible for providing both strategic and operational leadership, overseeing a broad range of initiatives aimed at consolidating services, improving user journeys, and maximising the use of new technologies such as telephony/omni-channel solutions and CRM functionality. Your work will have a direct impact on improving the lives of residents by co-designing new communication channels, and enhancing accessibility for those with additional needs.
Collaboration is key to success in this role, as you will work closely with residents, staff, councillors, and partner organizations to deliver outcomes that not only meet but exceed expectations. You'll also have the opportunity to represent the Director of Customer and Organisational Development in key meetings, ensuring the Council's objectives and strategies are effectively communicated and achieved.
About you
We are looking for an experienced and dynamic leader with a proven track record in delivering complex transformation programmes, ideally within a public sector or customer service environment. You should possess strong strategic thinking and operational leadership skills, enabling you to lead cross-functional teams and manage multiple projects while navigating organisational change.
You'll have a deep understanding of stakeholder engagement, with the ability to forge trusted relationships across all levels, from residents to senior managers and external partners. Strong communication and influencing skills are essential as you will be working with a diverse range of stakeholders to co-design solutions, drive cultural change, and ensure the Council's values are reflected in every aspect of the transformation.
Your experience with data, digital tools, and technology will be invaluable as you implement innovative solutions and streamline processes to enhance customer experience. Ideally, you are a creative problem-solver who can bring best practices and fresh ideas to the table, with a passion for finding new ways to deliver excellence in customer service.
This is a unique opportunity for someone who is looking to take on a high-impact leadership role and make a tangible difference in the community while driving Luton towards its 2040 vision. If you thrive in fast-paced environments, enjoy the challenge of leading large-scale transformation, and are excited by the opportunity to shape the future of customer services, we want to hear from you!
About us
Our ambitious Luton 2040 Vision - that no-one in Luton will have to live in poverty - is at the heart of everything we do. We recognise that our people are remarkable, talented, committed and passionate about serving our residents.
The people of Luton depend heavily on this council - and that means our workforce! Are you ready to realise the remarkable and help us deliver our vision?
Benefits
We offer a range of excellent staff benefits which include:
- From 25 to 32 days' annual leave: linked to length of service and grade
- Buying annual leave scheme: buy up to 20 days additional annual leave
- Career Pathways: step up in your career or move into a specialist area
- Pension scheme: with generous employer contributions of up to 20.2 per cent (at July 2023) and 3x salary death in service grant
- Generous relocation package: up to £8,000 (subject to eligibility)
- Employee Assistance Programme: a free, 24/7 confidential counselling and wellbeing support service available to all employees, their partner or spouse and dependent children over 16 still living at home
- Work/life balance: flexible working options including working from home where possible. We welcome requests for flexible working arrangements including part-time hours and alternative working patterns
- Training and support: unlimited access to development courses, mentoring and support and clear career pathways
- Staff offers: includes discounts on your MOT, gym and fitness, restaurants and salons
- Arriva Travel Club: great value savings on local bus travel
Salary: £61,745 to £64,987 a year plus £3,203 car benefit allowance
Hours per week: 37
Contract type: 12-month fixed term
Are you passionate about delivering exceptional customer services and leading large-scale transformation projects? This exciting 12-monthfixed termopportunity places you at the heart of Luton Council's transformation programme, focused on revolutionising the resident experience. As the Lead Officer, you will spearhead the development of a new customer access model, driving efficiencies and savings, whilst ensuring that the values of Luton are deeply embedded throughout the change.
In this role, you will be responsible for providing both strategic and operational leadership, overseeing a broad range of initiatives aimed at consolidating services, improving user journeys, and maximising the use of new technologies such as telephony/omni-channel solutions and CRM functionality. Your work will have a direct impact on improving the lives of residents by co-designing new communication channels, and enhancing accessibility for those with additional needs.
Collaboration is key to success in this role, as you will work closely with residents, staff, councillors, and partner organizations to deliver outcomes that not only meet but exceed expectations. You'll also have the opportunity to represent the Director of Customer and Organisational Development in key meetings, ensuring the Council's objectives and strategies are effectively communicated and achieved.
About you
We are looking for an experienced and dynamic leader with a proven track record in delivering complex transformation programmes, ideally within a public sector or customer service environment. You should possess strong strategic thinking and operational leadership skills, enabling you to lead cross-functional teams and manage multiple projects while navigating organisational change.
You'll have a deep understanding of stakeholder engagement, with the ability to forge trusted relationships across all levels, from residents to senior managers and external partners. Strong communication and influencing skills are essential as you will be working with a diverse range of stakeholders to co-design solutions, drive cultural change, and ensure the Council's values are reflected in every aspect of the transformation.
Your experience with data, digital tools, and technology will be invaluable as you implement innovative solutions and streamline processes to enhance customer experience. Ideally, you are a creative problem-solver who can bring best practices and fresh ideas to the table, with a passion for finding new ways to deliver excellence in customer service.
This is a unique opportunity for someone who is looking to take on a high-impact leadership role and make a tangible difference in the community while driving Luton towards its 2040 vision. If you thrive in fast-paced environments, enjoy the challenge of leading large-scale transformation, and are excited by the opportunity to shape the future of customer services, we want to hear from you!
About us
Our ambitious Luton 2040 Vision - that no-one in Luton will have to live in poverty - is at the heart of everything we do. We recognise that our people are remarkable, talented, committed and passionate about serving our residents.
The people of Luton depend heavily on this council - and that means our workforce! Are you ready to realise the remarkable and help us deliver our vision?
Benefits
We offer a range of excellent staff benefits which include:
- From 25 to 32 days' annual leave: linked to length of service and grade
- Buying annual leave scheme: buy up to 20 days additional annual leave
- Career Pathways: step up in your career or move into a specialist area
- Pension scheme: with generous employer contributions of up to 20.2 per cent (at July 2023) and 3x salary death in service grant
- Generous relocation package: up to £8,000 (subject to eligibility)
- Employee Assistance Programme: a free, 24/7 confidential counselling and wellbeing support service available to all employees, their partner or spouse and dependent children over 16 still living at home
- Work/life balance: flexible working options including working from home where possible. We welcome requests for flexible working arrangements including part-time hours and alternative working patterns
- Training and support: unlimited access to development courses, mentoring and support and clear career pathways
- Staff offers: includes discounts on your MOT, gym and fitness, restaurants and salons
- Arriva Travel Club: great value savings on local bus travel
Closing date: Wed 13/11/2024 at 00:00
Job reference: LBC03374