At a Glance
- Tasks: Lead the development of customer intelligence to enhance service delivery and resident experience.
- Company: Sheffield City Council, dedicated to improving community services through customer insight.
- Benefits: Competitive salary, generous holiday entitlement, and flexible working options.
- Other info: Promoting diversity and inclusion, with opportunities for under-represented groups.
- Why this job: Make a real impact on how residents interact with council services and drive positive change.
- Qualifications: Experience in customer intelligence and data-led improvement; strong analytical and leadership skills.
The predicted salary is between 57786 - 63283 £ per year.
Salary: Grade 11 £57,786 to £63,283
Contractual hours: 37
Basis: Full Time
Package: Temporary until 31/03/2028
Job category/type: Customer Service
Job reference: REQ004417
Join our Customer Experience Capability. 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.
Equalities and diversity: 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.
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.
Application closing date: 12/07/2026
Customer Experience Lead – Customer Intelligence in Sheffield employer: CCMA - Call Centre Management Association
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Contact Details:
CCMA - Call Centre Management Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Lead – Customer Intelligence in Sheffield
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like CCMA - Call Centre Management Association.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like CCMA - Call Centre Management Association. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Experience Lead – Customer Intelligence in Sheffield
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to CCMA - Call Centre Management Association.
How to prepare for a job interview at CCMA - Call Centre Management Association
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in CCMA - Call Centre Management Association's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services CCMA - Call Centre Management Association offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
