West Berkshire Council

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Digital Customer Experience Officer

Vacancy Summary
Employer:
West Berkshire Council
Salary:
From £34,834 to £41,418 per annum, (Grade I)
Location:
Council Offices, Market Street, Newbury
Contract:
Contract
Working Pattern:
Full Time
Hours:
37 hours per week.
DBS Check:
No
Closing Date:
16/04/2024 at 23:59
Reference:
V5331
Vacancy Description

West Berkshire Council is looking for a Digital Customer Experience Officer. This is an exciting opportunity to join a digital team making a real difference by helping to transform how our organisation works and create services we’re proud of.

The number of digital services West Berkshire Council offers has increased enormously over the past decade, with many customers now choosing online as their preferred channel to engage with us.

To enable digital access to services for the residents that want to and can access them, we're looking for someone who’s passionate about continually improving our customer experience.

Reporting to our Digital Services Manager you'll play a key role in ensuring we offer consistent and good digital services to our customers, focusing on two areas:

1) Working with colleagues across the organisation, and where relevant other interested stakeholders, you'll lead on the creation of a digital service standard and an associated process to ensure new digital services provided by the council are joined-up, accessible and usable.

2) Working with colleagues across the organisation, and where relevant external suppliers, you'll lead on improving the customer experience of our existing digital services. You will own the outputs of user research and customer feedback, and alongside our business analysts, identify areas for improvement. You’ll then engage with stakeholders to deliver those improvements.

To excel in this role, you should have:

  • A strong understanding of digital customer experience principles and best practices, including usability and accessibility.
  • Excellent communication skills, with the ability to engage and collaborate with stakeholders at all levels.
  • A proactive and adaptable approach, with the ability to manage multiple priorities effectively.

West Berkshire Council offer excellent employment benefits such as:

  • Flexible working wherever possible between the hours of 07.00-19.00
  • Hybrid working wherever possible working 40% in the office
  • Access to a wide range of training and development opportunities 
  • Generous Local Government pension scheme
  • Family friendly policies
  • A range of local discounts
  • Wellbeing Programme including Employee Assistance Programme and employee benefits
  • You will also be entitled to a generous annual leave entitlement starting at 29 days per annum (plus public holidays) Rising by an additional 5 days after 5 years’ service.

Please note that the closing date is given as a guide. We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible to avoid disappointment. 

This role is fixed term until one year after commencement– Funding limited project

For an informal discussion about this role, please contact Phil Rumens on 01635 519687 or email phil.rumens@westberks.gov.uk.

Join us in making a positive difference to the residents and businesses of West Berkshire.

Apply now to be considered for this exciting opportunity. 



Equal Opportunities
The Council supports Equal Opportunity of employment, and positively encourages applications from people who fall within any of the nine protected characteristics under the Equality Act 2010.
How to apply

Please now complete a short online application form. You will then be able to upload your CV, if you do not have a CV please download our full application form below, complete and upload that instead.

Where possible please use Google Chrome as your preferred internet browser to complete your online application form. This system no longer supports the use of Internet Explorer as a browser which will cause issues when trying to submit your application. 

This role has been identified as public facing in accordance with Part 7 of the Immigration Act 2016; the requirement to fulfil all spoken aspects of the role with confidence in English applies.

This privacy notice applies to job applicants applying for vacancies with West Berkshire Council https://info.westberks.gov.uk/pnapplications

 

Further information on this vacancy
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