Communications & Customer Experience Manager - ERN05921

East Renfrewshire Council; Giffnock; On-site; GBP 60,000 - 80,000; Full time

Job summary

A regional public service organization in Giffnock is seeking a Communications and Customer Experience Manager to lead a team focused on enhancing public trust and service delivery. This role requires a strategic thinker with proven leadership skills in communications, customer experience, and digital engagement. The ideal candidate will champion inclusion and drive continuous improvement across services.

Qualifications

• Proven leadership in communications or customer experience.
• Ability to build strong relationships across departments.
• Creative problem-solver with attention to detail.

Responsibilities

• Lead the team to implement an integrated strategy focused on people.
• Shape public trust and service delivery in a fast-paced environment.
• Drive inclusion and continuous improvement initiatives.

Skills

Leadership in communications

Customer experience management

Digital engagement

Collaborative influence

Problem-solving

Job description

Overview

Are you a visionary leader with a passion for communications, digital innovation, and customer excellence? Do you thrive in a fast-paced, politically astute environment where your work directly shapes public trust, reputation, frontline service delivery and employee experience?

We’re looking for a Communications and Customer Experience Manager to lead our team and drive forward a bold, integrated strategy that puts people first.

What we’re looking for

• A strategic thinker with proven leadership in communications, customer experience, or digital engagement.
• A collaborator who can influence at all levels and build strong relationships across departments and with our customers and local residents.
• A creative problem-solver with a sharp eye for detail and a deep understanding of public sector challenges.
• A champion of inclusion, accessibility, and continuous improvement.

About East Renfrewshire Council

At East Renfrewshire Council, you’ll be part of a forward-thinking organisation that values your ideas, supports your growth, and empowers you to make a real difference. If you're excited by the opportunity to lead change, inspire trust, and shape the future of public service communications and customer service, we want to hear from you.

If you’re ready to make a real difference and lead with purpose, apply now and help us deliver our 15 year Community Planning Partnership vision called ‘A Place to Grow’. Please follow this link below to watch a video and read our full plan, which sets out our shared hopes and aspirations between now and 2040 so that East Renfrewshire is a place where everyone can flourish, thrive and grow. Our People Strategy also sets out our vision to have engaged employees who are motivated to deliver quality services for customers.

Please note – all applicants will be asked to provide proof of their right to work in the UK, and any offer of employment will be conditional upon verifying documentary evidence before employment commences. Further information can be found here: https://www.gov.uk/prove-right-to-work

Please note East Renfrewshire Council does not provide Visa sponsorship.

Additional Information

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