Transformation and Contact Lead

Job content

Main Duties Will Involve

The jobholder will report upwards to the G6 Unit Head and Line manage a specialist support team.

• Leading the continuing Transformation of the Customer Service Centre (CSC), supporting the Unit Head in the planning, co-ordination of implementation steps and ultimate delivery of the CSC Strategic vision.
• Successfully landing the delivery of all business change across CSC, working closely with VOA Change colleagues to impact, plan and safely land change within CSC.
• Ensuring risks to people, performance and customer service are identified and mitigated, whilst positively engaging with colleagues impacted to embrace change.
• Evaluating the live customer service impacts of change, including productivity and resource model planning.
• Work alongside the Agency’s Learning & Development team to develop learning routeway academies for all CSC products.
• Leading the development of multi-skilled teams across the CSC, working in partnership with VOA Learning and Development and CSC colleagues to design and implement timely, consistent and accurate upskilling plans.
• Playing a pivotal role in the CSC Continuous Improvement agenda, engaging with the VOA Continuous Improvement team to improve processes; enhance service delivery and track resultant efficiency savings.
• Responsible for CSC internal engagement with the Business Systems Transformation Team; to support strategic planning and landing of any associated change within CSC.
• Leading a multi-functional Transformation and Real Time Contact Team, overseeing a range of support activities including Change Delivery, Learning and Development, Resource Planning. Working closely with the CSC Service Centres to deliver an excellent customer service by leading real time management of contact and overseeing business continuity planning and deployment to meet Agency targets.
• Modernising CSC Contact services, introducing new and innovative ways of working, in partnership with internal and external stakeholders, through the improvement of existing IT infrastructures and digital services.
• Representing the CSC in the wider VOA stakeholder community, positivity influencing outcomes to ensure any risks to CSC resources and customer service are recognised and mitigated.
• Undertaking a key leadership role within the CSC, supporting the Unit Head and Senior Leadership Team through visible and pro-active leadership, positively influencing at all levels and building strong working relationships to support service delivery.
• Lead the strategic development and understanding of failure demand/avoidable contact approaches within CSC. Work closely with Customer Journey Owners and Business Systems Transformation to feed in issues emerging as appropriate.
  

Responsibilities

Person Specification

Self- motivated, customer focused individual who is able to manage multiple projects, build excellent working relationships and work at pace with a variety of stakeholders.

Essential Requirements

• Experience of leading, managing and improving customer service delivery in a contact centre environment, including strategic Real Time Management of Contact Centre Services’.
• Proved track record of safely landing transformation projects
  

Desirable Requirements

• Ability to develop strong relationships with internal and external stakeholders.
• Embracing technical advancements and digitisation opportunities.
• Proven delivery track record, mitigating risks and issues.
• Demonstrate strong influencing skills with senior operational stakeholders to ensure business delivery.