Customer Experience Manager

Northumberland County Council; Morpeth; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

26 days annual leave + holidays (pro‑r

LGPS pension

Flexi leave up to 2 days/month

Job summary

Northumberland County Council is seeking a Customer Experience Manager to lead transformation and deliver a modern, inclusive customer journey. Hybrid working with County Hall base, you will oversee large teams, driving performance and continuous improvement across services.

You will bring extensive experience in customer service leadership, multi-channel platforms, and data-informed decision making to shape strategic direction and ensure excellent resident experiences.

Qualifications

• Significant experience leading large customer-facing operational services and teams.
• Proven track record through periods of change and service improvement.
• Experience with multi-channel customer contact environments and digital platforms.

Responsibilities

• Lead and inspire staff to deliver high-performing, customer-focused services.
• Shape and deliver the Council’s Customer Experience vision and transformation programmes.
• Manage complex transformation projects from design through delivery and review.

Skills

Staff leadership

Change management

Customer management systems

Data-driven decision making

Performance management

Budget management

Stakeholder management

Education

Professional qualification in customer services

Tools

CRM systems

Analytics platforms

Job description

Public Health, Stronger Communities and Inequalities

Job Introduction

Customer Experience Manager

Full Time | 1 year fixed term | Hybrid Working with County Hall base

We’re looking for an ambitious and forward-thinking manager to play a key role in shaping and delivering our Customer Experience vision. This is an exciting opportunity to lead large-scale transformation activity, improve how services are designed and delivered, and ensure residents receive a seamless,modernand inclusive experience when they contact the Council.

You will bring a proven track record of delivering service excellence through effective people leadership, performance management and the development of modern, customer-focused systems and processes.

Why Join Us?

Residents,businessesand visitors are at the heart of everything we do. In this role, you’ll help ensure our services are accessible,efficientand responsive to customer needs.

Working closely with the Head of Customer Experience, you’ll influence strategic direction, lead transformationprogrammesand drive continuous improvement across services.

You’ll collaborate with colleagues across services to create better outcomes for our communities,modernisingservices while supporting digital inclusion and high-quality customer care.

WhatYou’llLead

As ourCustomer Experience Manager, you will:

Lead and Inspire

• Lead and motivatestaff teamsand stakeholders to deliver high-performing, customer-focused services
• Champion a culture of continuous improvement, collaboration and innovation

Drive Transformation and Service Improvement

• Shape and deliver the Council’s Customer Experience vision and transformation programme
• Lead large-scale change initiatives, ensuring successful implementation and adoption
• Redesign services and processes to improve efficiency, quality and customer satisfaction

Deliver Projects andProgrammes

• Manage complex transformation projects from design through to delivery and review
• Coordinate governance, readiness activity and post-implementation evaluation
• Ensure services transition smoothly to new systems and ways of working

Use Data and Insight to Improve Services

• Oversee the use of performance, demand and customer insight data to inform decision-making
• Strengthen reporting, forecasting and performance management approaches
• Turn insight into practical improvements that enhance customer outcomes

Champion Inclusion and Partnership Working

• Promote inclusive service design and digital accessibility
• Work with partners and stakeholders to deliver joined-up solutions
• Represent Customer Experience services across theorganisationand externally

About You

You’llbring:

• Significant experience managing large customer-facing operational services and teams within a complex organisation.
• Proven experience leading managers and frontline teams through periods of change, transformation and service improvement.
• Extensive experience of customer management systems, customer contact technologies and digital service platforms, with the ability to drive system development and service optimisation.
• Relevant professional qualification or equivalent substantial experience in customer services, operational management, service transformation or organisational development.
• Expertise in multi-channel customer contact environments, systems and industry best practice.
• A successful track record of delivering large-scale transformation programmes, operational improvements and measurable service outcomes.
• Strong experience of performance management, workforce planning, budget management and resource allocation.
• Confidence using data, performance information and customer insight to drive decision-making and improve outcomes.
• Excellent leadership, communication and stakeholder management skills, with the ability to influence at all levels of the organisation.

You will be:

• An experienced people leader with a passion for developing high-performing teams.
• Strategic, able to see the bigger picture and shape long-term direction
• A positive change leader who can bring people with you
• Analytical and data-driven in your approach
• Passionate about delivering inclusive, customer-focused services that make a difference
• Confident leading complex operational services supported by customer systems and technology.

Make a Difference

Ifyou’remotivated by transformation, passionate about improving services, and committed to delivering excellent customer experiences,we’dlove to hear from you.

Join us and help create a Customer Experience service that works better for residents,communitiesand colleagues across Northumberland.

We have some outstanding benefits and perks to offer you, including:

• 26 days annual leave plus public/bank holidays, rising to 31 days after 5 years of service (pro rata for part-time employees)
• Automatic enrolment into the Local Government Pension Scheme
• Flexi scheme (if applicable) – up to 2 days flexible leave available per month (pro rata for part-time employees)

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Further information Please note that this is a full time position but applications on a secondment or part-time basis would be considered for the right applicant.

For guidance on completing your application and for information about our Equality and Diversity principles, please see the attached guidance.

We are proud to be an equal opportunities employer. We operate a guaranteed interview scheme for disabled applicants who meet the essential criteria. If you have a disability and would prefer to apply in a different format, please see the alternative methods below. This information will be treated as confidential and will only be used to check that you meet the essential requirements of the post.

Alternative application format:

British Sign Language: northumberlandcc-cs.signvideo.net

For those with speech difficulties or hearing loss: Text relay service dial 018001 01670 623930