Head of digital Work, Jobs in Benwell, Twr (with Salaries)

Customer Experience Manager
Northumberland County Council —Morpeth
- £56,233 - £60,010 a year
- Full-time
- Hybrid work
- Customer service
- Continuous improvement
- Leadership
- Annual leave
Quick apply
8d
Director of Digital and Analysis- Marine Management Organisation (MMO)
Department for Environment, Food and Rural Affairs —Newcastle upon Tyne
- £86,000 a year
- Part-time
- Presentation skills
- AI
- Analytics
1h
Midweight Graphic Designer
Wriggle Marketing —Gosforth
- £28,500 - £34,000 a year
- Full-time
- Hybrid work
- Presentation skills
- Organisational skills
- Communication skills
- Annual leave
- Referral programme
Quick apply
3h
IT Hardware Asset Analyst
Newcastle Building Society —Newcastle upon Tyne
- Full-time
- Analysis skills
- Travel
- Organisational skills
- Annual leave
- Employee assistance programme
11d
Head of Enterprise Performance
Department for Environment, Food and Rural Affairs —Newcastle upon Tyne
- £73,165 - £81,535 a year
- Full-time
- Presentation skills
- Leadership
- Communication skills
6d
Concession Manager
Ribble Cycles —Newcastle upon Tyne
- £30,000 a year
- Temporary
- In-person
- Retail management
- Leadership
- Store discount
- Health & wellbeing programme
Quick apply
4d
L&D Services Manager
NRG —Newcastle upon Tyne
- £50,000 a year
- Hybrid work
- Management
- Data analysis skills
- Analysis skills
L & OD Team Leader
NRG —Newcastle upon Tyne
- £47,235.12 a year
- Training & development
- Leadership
13d
Head of Digital Economy Act Debt and Fraud Data Sharing Secretariat
Cabinet Office —Newcastle upon Tyne
- £57,204 - £68,558 a year
- Full-time
- Hybrid work
- Presentation skills
- Continuous improvement
- Team management
- Annual leave
12d
Office Manager - Part Time
Last Arrow Games —Gateshead
- Part-time
- Microsoft Office
- Travel
- Human resources
- Annual leave
- Employee assistance programme
1d
Product Manager
Newcastle Building Society —Newcastle upon Tyne
- £49,734 - £72,312 a year
- Full-time
- Hybrid work
- Financial services
- Communication skills
- Annual leave
- Employee assistance programme
6d
Business Technology Manager
FirstGroup —Newcastle upon Tyne
- Full-time
- Travel
- AI
- Annual leave
- Employee assistance programme
Maths Lecturer
Tyne Coast College —South Shields
- £16,748 - £21,735 a month
- Part-time
- Maths
- Communication skills
- Teaching
Senior HR MI, Systems & Analytics Analyst
Sopra Steria —Newcastle upon Tyne
- Up to £52,000 a year
- Hybrid work
- Analysis skills
- Travel
- Annual leave
Head of Security Incident and Response
Department for Environment, Food and Rural Affairs —Newcastle upon Tyne
- £62,000 - £69,105 a year
- Part-time
- Analysis skills
- Presentation skills
6d
Marketing Manager
Mediaworks —Newcastle upon Tyne
- Full-time
- Hybrid work
- Organisational skills
- Communication skills
- Annual leave
4d
CCTV Operator
Newcastle University —Newcastle upon Tyne
- £27,319 - £28,778 a year
- Full-time
- University
- Data entry
Head of NBS Specifier Business Development
Hubexo —Newcastle upon Tyne
- Full-time
- Hybrid work
- Business development
- Team management
- Recruiting
Quick apply
Strategic Prioritisation & Insight Lead
HM Revenue and Customs —Newcastle upon Tyne
- £65,869 - £72,711 a year
- Part-time
- Hybrid work
- Analysis skills
- Presentation skills
- Travel
- Work from home
1d
HR Manager
ResQ —Seaham
- £40,000 - £44,000 a year
- Full-time
- Microsoft Office
- Analysis skills
- Continuous improvement
- Employee discount
1h

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Customer Experience Manager

Northumberland County Council -
Morpeth

Quick apply

Job details

Full-time | Fixed term contract
£56,233 - £60,010 a year
8 days ago

Benefits

Annual leave
Company pension

Qualifications

Stakeholder collaboration
Customer service
Stakeholder liaison
Performance management
Change management
Continuous improvement
Continuous improvement cycles oversight
Change leadership
Leadership
Team motivation leadership
Communication skills
Operations leadership experience
Analytics

Full job description

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, modern and 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, 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 Customer Experience Manager, you will:

Lead and Inspire

Lead and motivate staff 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:

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

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.

Previous applicants need not apply.

To arrange an informal discussion about the role, please email [email protected]

Why choose us?

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.

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

Quick apply

Refine Your Search

head of digital jobs in benwell, twr

Customer Experience Manager

Director of Digital and Analysis- Marine Management Organisation (MMO)

Midweight Graphic Designer

IT Hardware Asset Analyst

Head of Enterprise Performance

Concession Manager

L&D Services Manager

L & OD Team Leader

Head of Digital Economy Act Debt and Fraud Data Sharing Secretariat

Office Manager - Part Time

Product Manager

Business Technology Manager

Maths Lecturer

Senior HR MI, Systems & Analytics Analyst

Head of Security Incident and Response

Marketing Manager

CCTV Operator

Head of NBS Specifier Business Development

Strategic Prioritisation & Insight Lead

HR Manager

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