Customer Service Portal Content Manager

Government Recruitment Service; Swindon; On-site; GBP 30,000 - 45,000; Full time

Job summary

A government agency is looking for a dynamic individual to support digital transformation in customer services. This role involves managing content for the Customer Service Portal, collaborating with stakeholders to enhance user experience, and ensuring the accuracy of information. The successful candidate will play a key role in driving improvements and enhancing customer satisfaction through effective communication and problem-solving skills.

Responsibilities

• Manage collation and creation of GPA-building content for the portal.
• Identify risks in curation of building content and collaborate to resolve.
• Maintain portal content efficiently and manage update requests.
• Build relationships with stakeholders to manage expectations.
• Conduct regular reviews and testing of the portal's functionality.
• Monitor the CSP mailbox for enquiries, complaints, and compliments.

Job description

The Government Property Agency is the largest property holder in government, with more than £2.1 billion in property assets and over 55% of the government’s office estate.

We are transforming the way the Civil Service works by creating great places to work, leading the largest commercial office programme in the UK, working towards halving carbon emissions from government offices, and achieving greater value for taxpayers. And we are looking for innovative, solutions-focused people to join our team.

Representing the best covenant in the UK – His Majesty’s Government – we are leading significant transformational programmes such as the Government Hubs Programme, Whitehall Campus Programme and Net Zero Programme. We are also delivering cost- effective property services such as asset management, lifecycle replacement and workplace services.

Innovation and progress underpin our behaviours. We foster a culture of lifelong learning, where curiosity and self-improvement are encouraged. Our four core values are at the heart of everything we do. They shape our culture and guide how we work, lead and grow together:

• Striving for excellence- We always aim to deliver great results
• Empowering through respect- We insist on fair treatment for all, always
• Acting with integrity- We consistently do the right thing
• Succeeding together- We rely on each other to achieve success

We are committed to representing the communities we serve by making Equality, Diversity, and Inclusion (EDI) part of everything we do. Our strong emphasis on EDI is not just about driving inclusion across our organisation, it is also about ensuring our services meet the needs of government departments and the civil servants who use our spaces. To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people who identify as being part of the LGBTQ+ community.

Join our dynamic and diverse team that leads with purpose, improving sustainability, nurturing social value, driving inclusivity and flexibility, and kickstarting economic growth.

We are driven by purpose, and you can be part of it too: where you make a meaningful impact; where you influence; where your voice really matters; where you help to shape our future direction.

Reporting to the Customer Service Portal Lead, the key purpose of this role is to support the GPA’s digital transformation to drive change and improve customer satisfaction. Working closely with other functional team members within Workplace Services and across the wider GPA, the post holder will help identify and translate important building and services information into useful and informative insights for GPA customers by collating and curating a wide range of information from a variety of sources.

By ensuring the accuracy of the information, the post holder will support continuous improvement in services and customer and client satisfaction and support the development of the Customer Service Portal and its future design. Reporting to the Customer Service Portal Lead, the key purpose of this role is to support the GPA’s digital transformation to drive change and improve customer satisfaction.

Key Responsibilities:

The postholder will be responsible for:

Where issues with functionality / usability are identified, deploy problem solving skills and work collaboratively with the technical team to devise potential solutions for review and sign off.

• Manage and lead the collation and creation of predefined GPA-building content for the portal ahead of go-live dates, decision making on the standard of information provided, content and layout.
• Identify potential risks or issues in the curation of building content and collaborate with stakeholders to resolve these. Escalate issues promptly where necessary, particularly those that could impact the wider programme timeline.
• Maintain portal content efficiently by processing update requests, managing routine assurance correspondence.
• Build excellent relationships with internal and external stakeholders to manage expectations and ensure smooth deployment of the customer service as it is rolled out across the GPA estate.
• Lead key meetings to collate content and understand concerns, deploying active listening, problem solving and negotiation skills to obtain critical content and ensure consistency of information.
• Gain a deep understanding of the portal, conduct regular reviews and testing of both functionality and content.
• Engage with internal stakeholders to ensure accuracy and usability.
• Work with autonomy and prioritise content enhancements by collaborating with key stakeholders.
• Monitor the CSP mailbox for enquiries, complaints and compliments, completing responses within agreed deadlines.
• Undertake data analysis to identify trends in customer queries to feed into improvements and make recommendations to the Customer Service Portal Lead on prioritisation of the enhancement backlog.
• Understand reporting capabilities in Service Now and undertake cross system data
• In the absence of the Customer Service Portal Lead, provide guidance, act as a decision-maker, and resolve stakeholder-related issues and concerns.
• Lead training and workshops in the deployment of the portal and enhancements.
• In the absence of the Customer Service Portal Lead, provide guidance, act as a decision-maker, and resolve stakeholder-related issues and concerns.
• Manage information and records in accordance with established policies and statutory requirements, including the gathering of information and co-ordination of responses to information requests including Freedom of Information requests.
• Manage the coordination of governance updates.
• Embed Continuous Improvement methodologies to enhance the Customer Service Portal.