Job Information
Community Services Lead (Customer Experience)
Full Time | 1 year fixed term | Hybrid Working with County Hall base
Are you an experienced leader with a passion for customer experience, service transformation and delivering high-quality public services?
We’re looking for an ambitious and forward-thinking Community Services Lead 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, modern and inclusive experience when they contact the Council
Why Join Us?
Residents, businesses and visitors are at the heart of everything we do. In this role, you’ll help ensure our services are accessible, efficient and responsive to customer needs.
Working closely with the Head of Customer Experience, you’ll influence strategic direction, lead transformation programmes and drive continuous improvement across services.
You’ll collaborate with colleagues across services to create better outcomes for our communities, modernising services while supporting digital inclusion and high-quality customer care.
What You’ll Lead
As our Community Services Lead, you will:
Lead and Inspire
- Lead and motivate teams and 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 and Programmes
- 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 the organisation and externally
About You
You’ll bring:
- Relevant professional qualification or equivalent strong experience leading customer-focused services, transformation or service improvement
- Expertise in multi-channel customer contact environments, systems and best practice
- A proven track record of delivering change programmes and improving performance
- Confidence using data and insight to drive decisions and improve outcomes
- Excellent leadership, communication and influencing skills
- Experience managing teams, budgets and competing priorities in a complex environment
You will be:
- 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
Make a Difference
If you’re motivated by transformation, passionate about improving services, and committed to delivering excellent customer experiences, we’d love to hear from you.
Join us and help create a Customer Experience service that works better for residents, communities and colleagues across Northumberland.
For an informal discussion about the role contact Sarah Green, Head of Customer Experience, at Sarah.Green@northumberland.gov.uk
Why choose us?
Northumberland County Council’s (NCC) vision is ‘Land of Great Opportunities’, for current and future generations. We believe there is no better place to live and work.
For further information about working for NCC, please visit our website here.
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)
To see all our excellent benefits and perks, please click here.
Stay connected with us on social media to keep up to date with Northumberland County Council’s latest job opportunities.
Facebook: NCC Jobs Group
LinkedIn: Northumberland County Council Jobs
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 notes here.
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
