At a Glance
- Tasks: Lead and inspire teams to deliver top-notch customer-focused services.
- Company: Join a forward-thinking council dedicated to transforming public services.
- Benefits: Enjoy 26 days annual leave, pension scheme, and flexible working options.
- Other info: Be part of an inclusive team with opportunities for personal growth.
- Why this job: Make a real difference in the community by enhancing customer experiences.
- Qualifications: Experience in leading customer-focused services and driving transformation.
The predicted salary is between 40000 - 50000 £ per year.
We are looking for an experienced leader with a passion for customer experience, service transformation and delivering high‑quality public services. The Community Services Lead will play a key role in shaping and delivering the Council’s Customer Experience vision, lead large‑scale transformation activity, and ensure residents receive a seamless, modern and inclusive experience when they contact the Council.
Responsibilities
- Lead and inspire teams and stakeholders to deliver high‑performing, customer‑focused services.
- Champion a culture of continuous improvement, collaboration and innovation.
- 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.
- 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.
- 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.
Qualifications
- Relevant professional qualification or equivalent strong experience leading customer‑focused services, transformation or service improvement.
- Expertise in multi‑channel customer contact environments, systems and best practice.
- A proven track record of delivering change programmes and improving performance.
- Confidence using data and insight to drive decisions and improve outcomes.
- Excellent leadership, communication and influencing skills.
- Experience managing teams, budgets and competing priorities in a complex environment.
Personal Attributes
- Strategic, with the ability to see the bigger picture and shape long‑term direction.
- Positive change leader who can bring people along.
- Analytical and data‑driven in approach.
- Passionate about delivering inclusive, customer‑focused services that make a difference.
Benefits
- 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).
Equal Opportunities
We are proud to be an equal opportunities employer. We operate a guaranteed interview scheme for disabled applicants who meet the essential criteria.
Contact
For an informal discussion about the role, contact Sarah Green, Head of Customer Experience, at Sarah.Green@northumberland.gov.uk
Community Services Lead (Customer Experience) in Morpeth employer: Northumberland Fire Group
As a leading employer in the public sector, we are dedicated to fostering a collaborative and innovative work culture that prioritises customer experience and service transformation. Our employees benefit from generous annual leave, a robust pension scheme, and opportunities for professional growth within a supportive environment. Located at County Hall, our hybrid working model allows for flexibility while ensuring that our team can make a meaningful impact on the community we serve.
StudySmarter Expert Advice🤫
We think this is how you could land Community Services Lead (Customer Experience) in Morpeth
✨Tip Number 1
Network like a pro! Reach out to your connections in the community services sector and let them know you're on the hunt for a role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the Council’s Customer Experience vision. Show us that you’re not just interested in the role, but that you understand how you can contribute to shaping and delivering that vision.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've led transformation initiatives or improved customer experiences in the past. We love hearing about real-life successes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re serious about joining our team and making a difference.
We think you need these skills to ace Community Services Lead (Customer Experience) in Morpeth
Some tips for your application 🫡
Show Your Passion:Let us see your enthusiasm for customer experience and service transformation right from the start. Use your application to tell a story about why you care about delivering high-quality public services.
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience in leading customer-focused services. We want to see how your skills align with our vision for the Council’s Customer Experience.
Be Data-Driven:Since we value analytical approaches, don’t shy away from showcasing your experience with data and insights. Share examples of how you've used data to drive decisions and improve customer outcomes in your previous roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to lead change in our community services.
How to prepare for a job interview at Northumberland Fire Group
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends and best practices in customer experience. Be ready to discuss how you can shape and deliver a modern, inclusive service that resonates with residents. Show them you’re passionate about transforming services!
✨Show Off Your Leadership Skills
Prepare examples of how you've led teams through change and inspired others to deliver high-quality services. Think about specific projects where you’ve championed collaboration and innovation. They’ll want to see your ability to motivate and guide others.
✨Data is Your Best Friend
Get comfortable talking about how you’ve used data and insights to drive decisions in previous roles. Be ready to share examples of how you’ve turned data into actionable improvements that enhanced customer outcomes. This will show you’re analytical and results-driven.
✨Be Ready for Change Management Questions
Expect questions about managing large-scale transformation projects. Prepare to discuss your approach to ensuring smooth transitions and successful implementations. Highlight your experience with governance and post-implementation evaluations to demonstrate your thoroughness.
