At a Glance
- Tasks: Lead and redefine customer service excellence across Plymouth City Council.
- Company: Plymouth City Council, committed to improving community outcomes.
- Benefits: Flexible working arrangements, opportunity for impactful leadership, and a collaborative environment.
- Other info: Office-based 3-4 days a week with flexibility for work-life balance.
- Why this job: Make a lasting impact on customer experience and drive cultural change.
- Qualifications: Proven track record in customer service strategy and leadership.
About Plymouth
Plymouth is Britain’s Ocean City - ambitious, forward-looking and proud of its identity. With significant investment, growth and regeneration underway, the city is evolving rapidly. We are focused on delivering high-quality public services, improving outcomes for residents and creating a sustainable, inclusive future.
The Role
This is a pivotal leadership role with a clear and uncompromising focus on customer service. As Service Director for Customer Services, you will define, lead and embed a Council-wide approach to customer service excellence. This is not simply about overseeing services, it is about owning and delivering the Council’s Customer Service Strategy, redesigning services around the customer, and building the capability, leadership and training needed to deliver it consistently across the organisation.
You will lead a broad portfolio including the contact centre, customer experience, complaints, business support and city-wide customer access through our ‘front doors’. You will ensure services are simple, inclusive and effective, balancing digitally enabled delivery with high-quality human interaction where it matters most.
Reporting to the Chief Operating Officer, you will operate as a key member of the senior leadership team, working closely with elected members, partners and stakeholders to drive a step-change in customer experience across the organisation.
The Opportunity
This is a role with real scale and impact. You will:
- Define and deliver a clear Customer Service Strategy, setting the standard for what good looks like across the Council
- Act as the organisation’s customer services lead, shaping direction and holding services to account for delivery
- Embed a strong, consistent customer-focused culture across all front-line services
- Establish and lead a customer service training and development approach, building capability and confidence across the organisation
- Drive service redesign using data and insight to improve experience and reduce avoidable demand
- Ensure services are digitally enabled and accessible, while remaining inclusive for those who need additional support
- Oversee key enabling services including contact centre, complaints and business support, ensuring high performance and value for money
This is an opportunity to define how customer service is delivered across the Council, lead cultural and organisational change, and position Plymouth as a high-performing, customer-focused authority.
What We’re Looking For
We are looking for a strategic customer services leader who can operate effectively at Chief Officer level. You will bring:
- A strong track record of defining and delivering customer service strategy at scale
- Significant experience of leading customer service or customer experience functions, with a clear focus on outcomes
- The ability to embed a customer-focused culture across complex organisations through leadership and influence
- Experience of building organisational capability, including designing and delivering customer service training and development
- A strong understanding of how data, insight and digital approaches can improve customer experience
- Political awareness and experience of working with elected members and senior stakeholders
- A focus on performance, outcomes and continuous improvement
You will be a visible and credible leader, able to set direction, build capability and deliver measurable improvement at pace.
Why Join Us
Plymouth City Council is committed to delivering better outcomes for our residents and communities. This role offers the opportunity to redefine how we serve our customers, lead significant cultural change and make a lasting impact on the experience of every resident who interacts with the Council.
The expectation is that the role will be office-based for 3 to 4 days per week to support collaboration and visibility, with flexibility around how the remaining time is worked. As a flexible employer, we are open to discussing working arrangements to balance service needs with individual circumstances.
If you have any queries, please contact.
Please note the current role profile is undergoing a grading review and cannot be published at this stage, but the draft version can be provided on request via the email address above.
Closing date: 28 May
Assessment Centre: 11 June
Final interview: 17 June
Service Director Customer Services in Okehampton employer: PLYMOUTH CITY COUNCIL
Plymouth City Council is an exceptional employer dedicated to enhancing the lives of its residents through high-quality public services. With a strong commitment to customer service excellence, the Council fosters a collaborative and inclusive work culture that prioritises employee growth and development. This role not only offers the chance to lead significant cultural change but also provides flexibility in working arrangements, making it an attractive opportunity for those seeking meaningful and impactful employment in a vibrant city.
StudySmarter Expert Advice🤫
We think this is how you could land Service Director Customer Services in Okehampton
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even reach out to folks on LinkedIn. 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 company and its customer service strategy. Understand their values and how they approach customer experience. This will help you tailor your responses and show that you're genuinely interested in making a difference at Plymouth City Council.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. Focus on articulating your leadership experience and how you've driven customer service excellence in previous roles.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining us in redefining customer service at Plymouth City Council.
We think you need these skills to ace Service Director Customer Services in Okehampton
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let your enthusiasm for customer service shine through. We want to see how you can bring that passion to the role and help us redefine our approach to customer service excellence.
Tailor Your Application:Make sure to customise your application to reflect the specific requirements of the Service Director role. Highlight your experience in leading customer service strategies and how you've successfully embedded a customer-focused culture in previous roles.
Use Data to Back Up Your Claims:We love numbers! If you have data or metrics that demonstrate your success in improving customer experiences or driving service redesign, include them in your application. It shows us you’re results-driven and understand the importance of insight.
Keep It Clear and Concise:While we appreciate detail, clarity is key. Make sure your application is well-structured and easy to read. Use bullet points where necessary and avoid jargon. We want to get to know you quickly, so make every word count!
How to prepare for a job interview at PLYMOUTH CITY COUNCIL
✨Know Your Customer Service Strategy
Before the interview, make sure you thoroughly understand the Council’s Customer Service Strategy. Be ready to discuss how your experience aligns with their goals and how you can contribute to redefining customer service in Plymouth.
✨Showcase Leadership Skills
Prepare examples that demonstrate your ability to lead and influence a customer-focused culture. Think about specific instances where you've successfully implemented training or development initiatives that improved customer service outcomes.
✨Data-Driven Insights Matter
Familiarise yourself with how data and digital approaches can enhance customer experience. Be prepared to discuss how you've used data in past roles to drive service redesign and improve customer satisfaction.
✨Engage with Stakeholders
Highlight your experience working with elected members and senior stakeholders. Prepare to discuss how you’ve navigated complex organisational structures to achieve customer service excellence and how you plan to engage with various partners in Plymouth.
