At a Glance
- Tasks: Lead service design to enhance customer experiences and improve council services.
- Company: Join Durham County Council, a forward-thinking organisation dedicated to community improvement.
- Benefits: Enjoy competitive salary, generous leave, pension scheme, and flexible working options.
- Other info: Be part of a diverse team committed to inclusive service transformation.
- Why this job: Make a real difference in shaping accessible and responsive services for residents.
- Qualifications: Degree or equivalent experience in service design and customer journey improvement.
The predicted salary is between 40777 - 45091 £ per year.
We are looking for an experienced and confident Service Design Lead to play a key role in shaping the future of customer services within Durham County Council. This is an exciting opportunity to lead discovery, service design and future-state operating model development as part of the Customer Journey Transformation Programme, helping to create simpler, more accessible and more responsive services for residents and communities.
WHAT IS INVOLVED?
You will use evidence, insight and design thinking to understand customer needs, demand, behaviours, service outcomes and operational context. Working across services and with programme, operational, digital, analytical and policy colleagues, you will help shape future service models, challenge current ways of working and identify opportunities for transformational change before detailed design and implementation takes place.
What you will be doing:
- Lead discovery activity to understand customer needs, demand, service outcomes and operational challenges.
- Develop, test and refine future-state service concepts and operating model options.
- Apply service design, design thinking and systems thinking methods to explore root causes, test assumptions and identify effective solutions.
- Design future service models that consider people, process, technology, policy, data, organisational requirements and customer outcomes.
- Facilitate workshops and collaborative design activity with services, frontline teams, stakeholders and customers where appropriate.
- Work with operational, digital, analytical and policy colleagues to translate insight and service ambition into practical improvement proposals.
- Support the development of the council’s future customer operating model and contribute to wider transformation objectives.
This role offers the opportunity to contribute directly to the council’s wider transformation ambitions, helping to redesign services around residents, improve customer experience and support more efficient and sustainable ways of working. You will be joining at an important time, as the council develops new approaches to customer journeys, digital enablement, service improvement and future operating models.
Please note, this vacancy is temporary until 31st August 2028. We encourage you to contact Sarah Welsh or Sarah Armstrong via email at sarah.welsh@durham.gov.uk / sarah.armstrong@durham.gov.uk to arrange an informal discussion about the role.
WHAT WILL I NEED?
You should have a degree level qualification or equivalent relevant professional experience. You will bring experience of leading discovery, service design, customer journey redesign or future-state service model development in a complex organisation. You will be confident using customer insight, demand analysis, performance information and operational evidence to challenge assumptions and shape better services. You should have strong facilitation, communication and stakeholder management skills, with the ability to work collaboratively across organisational boundaries and influence at different levels. You will be comfortable working through complexity and ambiguity, balancing customer need, operational reality, organisational priorities and transformation ambition. We are particularly interested in candidates who are outcome-focused, solution-oriented and committed to inclusive, evidence-led and resident-focused service improvement. Experience of local government, digital, automation, channel redesign, benefits realisation or business case development would be beneficial.
Please refer to the attached Person Specification for the full criteria.
INTERVIEWS
Interviews will be held as soon after the closing date as possible. We operate a guaranteed interview scheme for applicants that can show they meet all the essential criteria and have indicated they have a disability, are a looked after young person, care leaver or a veteran.
OUR OFFER TO YOU
We offer a competitive rewards package that includes attractive salaries, a generous annual leave entitlement of 27 days (rising to 32 after five years’ continuous local government service), membership of the excellent contributory career average Local Government Pension Scheme, and a range of flexible working arrangements including hybrid working (home and office) where applicable. Explore the full range of rewards and benefits on our website. Rewards and benefits are subject to individual terms and conditions.
EQUALITY, DIVERSITY, AND INCLUSION
We are a proud equal opportunities employer and believe a diverse workforce brings fresh ideas and drives service improvement. We welcome applications from everyone and make employment decisions based on skills and ability. As a Disability Confident Leader, we actively encourage applications from disabled and neurodivergent people and offer support throughout the recruitment process.
Service Design Lead in North East employer: Kirklees Metropolitan Council
Kirklees Metropolitan Council is an excellent employer, offering a supportive and flexible work environment for Childcare Lawyers in Northallerton. With hybrid working options and a strong commitment to employee growth, the council fosters a culture of collaboration and professional development, making it an ideal place for those passionate about making a meaningful impact in children's services.
Contact Details:
Kirklees Metropolitan Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Design Lead in North East
✨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 Kirklees Metropolitan Council.
✨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 Kirklees Metropolitan Council. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Service Design Lead in North East
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 Kirklees Metropolitan Council.
How to prepare for a job interview at Kirklees Metropolitan Council
✨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 Kirklees Metropolitan Council'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 Kirklees Metropolitan Council 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!
