At a Glance
- Tasks: Lead the development of customer intelligence to enhance service delivery for Sheffield residents.
- Company: Sheffield City Council, dedicated to improving customer experience and community engagement.
- Benefits: Generous holiday entitlement, flexible working options, and commitment to equality and diversity.
- Other info: Join a growing team focused on making a difference in local government services.
- Why this job: Make a real impact by transforming customer insights into better services for the community.
- Qualifications: Experience in customer intelligence and data-led improvement with strong analytical skills.
The predicted salary is between 40000 - 50000 £ per year.
Sheffield City Council is building its Customer Experience Capability - a team focused on improving how residents experience council services and how colleagues are supported to deliver them. The team brings together customer journeys, insight, workforce development, equalities, engagement, and communications. Its purpose is to help the Council work in a more joined-up, customer-focused way, using feedback, data, digital tools, and practical improvement methods to make services easier to access and better to use.
These roles are an opportunity to help shape a growing capability, work across services, and make a practical difference to how Sheffield residents experience the Council. Can you turn customer insight into better decisions and better services? We are looking for a Customer Experience Lead, Customer Intelligence to lead the development of the Customer Intelligence function within Sheffield City Council’s Customer Experience Capability.
This role will focus on how the Council gathers, analyses, and uses customer and operational insight to improve customer experience. It will suit someone who can work strategically with data, performance information, customer feedback, and senior stakeholders. You will lead a growing function that helps the Council understand customer needs, identify trends, and use evidence to inform service improvement and decision-making.
In this role, you will:
- Lead the development of the Customer Intelligence function
- Improve how customer data, performance information, and insight are gathered and used
- Work with senior leaders and services to identify priorities for improvement
- Develop consistent approaches to customer intelligence, reporting, and knowledge management
- Lead and support colleagues working across customer intelligence and insight activity
We are looking for someone who:
- Has strong experience in customer intelligence, performance insight, or data-led improvement
- Can turn complex information into clear recommendations
- Understands how insight can improve customer experience and service outcomes
- Can influence senior stakeholders and work across organisational boundaries
- Can lead change and develop a growing professional function
This is a key role for someone who wants to help Sheffield City Council make better use of customer insight, evidence, and intelligence to improve services.
We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.
It is a great time to join us and we welcome your application. Under the Guaranteed Interview scheme, applicants who are disabled, care leavers, or armed forces veterans will be guaranteed an interview if they meet the essential criteria and indicate their eligibility on the application form. Sometimes, if lots of people apply, we might not be able to interview everyone who qualifies for the Guarantee. In these cases, we’ll interview the candidates who best meet the essential criteria for the job.
Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.
If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade. Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026.
We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyone and where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.
Customer Experience Lead - Customer Intelligence in Sheffield employer: Beighton
Sheffield City Council is an exceptional employer dedicated to enhancing the customer experience for residents while fostering a supportive and inclusive work environment. With a strong focus on employee growth, the Council offers flexible working opportunities, generous holiday entitlements, and a commitment to equality, diversity, and inclusion, making it an ideal place for those looking to make a meaningful impact in their community. Join us in shaping a customer-focused future and enjoy the benefits of working in a collaborative team that values your insights and contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Lead - Customer Intelligence in Sheffield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Beighton. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Beighton before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Lead - Customer Intelligence in Sheffield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Beighton:Your cover letter is your chance to shine! Tell us why you want to work at Beighton specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Beighton!
How to prepare for a job interview at Beighton
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
