At a Glance
- Tasks: Support digital transformation and enhance customer satisfaction through effective content management.
- Company: Join the Government Property Agency, a leader in sustainable and inclusive property services.
- Benefits: Competitive salary, diverse work environment, and opportunities for personal growth.
- Other info: Dynamic team culture focused on lifelong learning and community representation.
- Why this job: Make a real impact on government services while driving innovation and inclusivity.
- Qualifications: Strong problem-solving skills and experience in content management or customer service.
The predicted salary is between 36000 - 60000 € per year.
We are transforming the way the Civil Service works by creating great places to work, leading the largest commercial office programme in the UK, working towards halving carbon emissions from government offices, and achieving greater value for taxpayers. And we are looking for innovative, solutions-focused people to join our team.
Representing the best covenant in the UK – His Majesty’s Government – we are leading significant transformational programmes such as the Government Hubs Programme, Whitehall Campus Programme and Net Zero Programme. We are also delivering cost- effective property services such as asset management, lifecycle replacement and workplace services.
Innovation and progress underpin our behaviours. We foster a culture of lifelong learning, where curiosity and self-improvement are encouraged. Our four core values are at the heart of everything we do. They shape our culture and guide how we work, lead and grow together:
- Striving for excellence- We always aim to deliver great results
- Empowering through respect- We insist on fair treatment for all, always
- Acting with integrity- We consistently do the right thing
- Succeeding together- We rely on each other to achieve success
We are committed to representing the communities we serve by making Equality, Diversity, and Inclusion (EDI) part of everything we do. Our strong emphasis on EDI is not just about driving inclusion across our organisation, it is also about ensuring our services meet the needs of government departments and the civil servants who use our spaces. To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people who identify as being part of the LGBTQ+ community.
Join our dynamic and diverse team that leads with purpose, improving sustainability, nurturing social value, driving inclusivity and flexibility, and kickstarting economic growth.
We are driven by purpose, and you can be part of it too: where you make a meaningful impact; where you influence; where your voice really matters; where you help to shape our future direction.
Reporting to the Customer Service Portal Lead, the key purpose of this role is to support the GPA’s digital transformation to drive change and improve customer satisfaction. Working closely with other functional team members within Workplace Services and across the wider GPA, the post holder will help identify and translate important building and services information into useful and informative insights for GPA customers by collating and curating a wide range of information from a variety of sources.
By ensuring the accuracy of the information, the post holder will support continuous improvement in services and customer and client satisfaction and support the development of the Customer Service Portal and its future design. Reporting to the Customer Service Portal Lead, the key purpose of this role is to support the GPA’s digital transformation to drive change and improve customer satisfaction.
Key Responsibilities:
The postholder will be responsible for:
Where issues with functionality / usability are identified, deploy problem solving skills and work collaboratively with the technical team to devise potential solutions for review and sign off.
- Manage and lead the collation and creation of predefined GPA-building content for the portal ahead of go-live dates, decision making on the standard of information provided, content and layout.
- Identify potential risks or issues in the curation of building content and collaborate with stakeholders to resolve these. Escalate issues promptly where necessary, particularly those that could impact the wider programme timeline.
- Maintain portal content efficiently by processing update requests, managing routine assurance correspondence.
- Build excellent relationships with internal and external stakeholders to manage expectations and ensure smooth deployment of the customer service as it is rolled out across the GPA estate.
- Lead key meetings to collate content and understand concerns, deploying active listening, problem solving and negotiation skills to obtain critical content and ensure consistency of information.
- Gain a deep understanding of the portal, conduct regular reviews and testing of both functionality and content.
- Engage with internal stakeholders to ensure accuracy and usability.
- Work with autonomy and prioritise content enhancements by collaborating with key stakeholders.
- Monitor the CSP mailbox for enquiries, complaints and compliments, completing responses within agreed deadlines.
- Undertake data analysis to identify trends in customer queries to feed into improvements and make recommendations to the Customer Service Portal Lead on prioritisation of the enhancement backlog.
- Understand reporting capabilities in Service Now and undertake cross system data
- In the absence of the Customer Service Portal Lead, provide guidance, act as a decision-maker, and resolve stakeholder-related issues and concerns.
- Lead training and workshops in the deployment of the portal and enhancements.
- In the absence of the Customer Service Portal Lead, provide guidance, act as a decision-maker, and resolve stakeholder-related issues and concerns.
- Manage information and records in accordance with established policies and statutory requirements, including the gathering of information and co-ordination of responses to information requests including Freedom of Information requests.
- Manage the coordination of governance updates.
- Embed Continuous Improvement methodologies to enhance the Customer Service Portal.
Customer Service Portal Content Manager in Nottingham employer: Government Recruitment Service
The Government Property Agency is an exceptional employer, dedicated to fostering a culture of innovation and lifelong learning while prioritising equality, diversity, and inclusion. Employees benefit from a collaborative work environment that encourages personal growth and development, alongside the opportunity to contribute to meaningful projects that enhance sustainability and social value across the UK. Join us in making a tangible impact within the Civil Service, where your voice matters and your contributions help shape the future direction of government property services.
Contact Detail:
Government Recruitment Service Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Portal Content Manager in Nottingham
✨Tip Number 1
Network like a pro! Reach out to current employees at the Government Property Agency on LinkedIn. Ask them about their experiences and any tips they might have for your application. It’s all about making connections that can help us stand out!
✨Tip Number 2
Prepare for the interview by researching the GPA's recent projects, especially around digital transformation and customer satisfaction. We want to show that we’re not just interested in the role, but also in how we can contribute to their mission.
✨Tip Number 3
Practice common interview questions, but also think about how you can demonstrate your problem-solving skills and ability to work collaboratively. The GPA values teamwork, so let’s make sure we highlight our experiences in that area!
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email can go a long way in showing our enthusiasm for the role. Plus, it keeps us fresh in their minds as they make their decision.
We think you need these skills to ace Customer Service Portal Content Manager in Nottingham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight how your skills and experiences align with the role of Customer Service Portal Content Manager. We want to see how you can contribute to our mission of improving customer satisfaction and driving digital transformation.
Showcase Your Problem-Solving Skills:In your application, don’t forget to mention specific examples where you've successfully tackled challenges or improved processes. We love innovative thinkers who can bring solutions to the table, especially in a dynamic environment like ours!
Highlight Your Collaborative Spirit:Since this role involves working closely with various stakeholders, it’s important to demonstrate your ability to build relationships and work as part of a team. Share instances where you’ve collaborated effectively to achieve common goals.
Apply Through Our Website:We encourage you to submit your application through our website for a smoother process. It’s the best way for us to receive your details and ensure you’re considered for this exciting opportunity to make a meaningful impact!
How to prepare for a job interview at Government Recruitment Service
✨Know Your Stuff
Before the interview, dive deep into the Government Property Agency's mission and values. Understand their focus on innovation, sustainability, and customer satisfaction. This will help you align your answers with what they’re looking for.
✨Showcase Problem-Solving Skills
Be ready to discuss specific examples where you've identified issues and implemented solutions. The role requires collaboration with technical teams, so highlight your experience in working with others to resolve problems effectively.
✨Build Relationships
Since the job involves managing expectations and building relationships with stakeholders, prepare to talk about how you've successfully engaged with different teams or clients in the past. Use examples that demonstrate your communication and negotiation skills.
✨Emphasise Continuous Improvement
The GPA values continuous improvement, so be prepared to discuss how you've contributed to enhancing processes or services in previous roles. Share any data analysis experiences that led to actionable insights and improvements.
