At a Glance
- Tasks: Enhance customer journeys and streamline services to improve frontline delivery.
- Company: Join the West Midlands Combined Authority, a forward-thinking organisation.
- Benefits: Competitive salary, generous leave, pension scheme, and health benefits.
- Other info: Enjoy a supportive environment with opportunities for volunteering and personal growth.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Experience in customer operations and problem-solving skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
West Midlands Combined Authority (WMCA) is looking for a proactive Customer Experience Improvement Specialist to drive initiatives that enhance the customer journey, streamline business processes, and elevate frontline service delivery.
What You Will Be Doing
- Identify service delivery problems and opportunities to improve frontline services.
- Work with customer operations teams to identify solutions and targeted initiatives that deliver better customer experiences.
- Facilitate workshops and create and manage effective continuous improvement plans.
- Track, monitor and report on the progress of agreed improvement plans.
- Maintain a roadmap of key events with customer impacts including product launches, system updates and external events.
- Organise customer satisfaction surveys.
- Develop and maintain a service catalogue that can be used by frontline colleagues to answer customer queries.
- Ensure processes and systems are regularly reviewed.
- Deliver product/service training and briefings.
What’s Essential
- Experience of developing and implementing new systems/processes or operating arrangements.
- Experience of working in a customer operations environment.
- Experience of developing, tracking and implementing action plans.
- Training, facilitating and presenting experience.
- Customer focused.
- A problem solver.
Location
The role is based at 16 Summer Lane, Birmingham, B19 3SD, with at least two days per week spent in the office.
Salary & Benefits
- Salary ranges starting at the lowest advertised salary point, with potential for progression and year‑on‑year increases.
- Local Government Pension Scheme.
- Shared Cost Additional Voluntary Contribution scheme.
- 28 days paid annual leave plus statutory holidays, with the option to purchase more.
- EV car benefit scheme.
- Healthcare plans.
- Discounted gym membership, will writing, and mortgage advice.
- Option to buy a bicycle, including e‑bikes and adapted pedal cycles, at a discounted rate.
- Three days of paid leave each year to volunteer.
- Interest‑free financing through SmartTech to purchase the latest technology.
- Discounted shopping with over 2,000 big‑name retailers and a Costco membership through the WMCA.
- Eye Care Scheme, offering a free eye test and a financial contribution towards glasses.
Reasonable Adjustments
If you have an accessibility need, disability, or condition that requires changes to the application or recruitment process, please contact our Recruitment Team. We are a Disability Confident Employer and support applicants with disabilities who meet all essential role criteria.
Right to Work in the UK
Proof of right to work in the UK, in accordance with UK Home Office requirements, will be required for all applicants before any employment offer can be confirmed. Non‑UK applicants (excluding Ireland) will need to hold a relevant visa from UK Visas and Immigration (UKVI).
Customer Experience Improvement Specialist in Birmingham employer: WMJobs
West Midlands Combined Authority (WMCA) is an exceptional employer that prioritises employee well-being and professional growth. With a supportive work culture, competitive benefits including a Local Government Pension Scheme, generous annual leave, and opportunities for community engagement through paid volunteer days, WMCA fosters an environment where employees can thrive while making a meaningful impact on customer experiences in Birmingham.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Improvement Specialist in Birmingham
✨Tip Number 1
Get to know the company inside out! Research WMCA's values, recent projects, and customer feedback. This will help us tailor our conversations and show that we're genuinely interested in improving their customer experience.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give us insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those interviews by practising common questions related to customer experience improvement. We should be ready to share specific examples of how we've solved problems or enhanced service delivery in the past.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email reiterating our enthusiasm for the role can leave a lasting impression. Plus, it shows we’re proactive, just like the role requires!
We think you need these skills to ace Customer Experience Improvement Specialist in Birmingham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer operations and process improvement. We want to see how your skills align with the role of Customer Experience Improvement Specialist!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've identified service delivery problems and implemented solutions. We love a good story about how you made a difference in a previous role!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key achievements and experiences shine through without unnecessary fluff.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at WMJobs
✨Know Your Customer Journey
Before the interview, take some time to understand the customer journey specific to the West Midlands Combined Authority. Familiarise yourself with common pain points and think about how you can enhance these experiences. This will show your proactive approach and genuine interest in improving customer service.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experience where you've identified service delivery problems and implemented effective solutions. Be ready to discuss the processes you followed and the outcomes achieved. This will demonstrate your ability to tackle challenges head-on.
✨Be Ready to Facilitate
Since the role involves facilitating workshops, think about how you would engage a group to brainstorm ideas for improvement. You might even want to prepare a mini-workshop scenario to showcase your facilitation skills during the interview. This will highlight your training and presenting experience.
✨Understand Continuous Improvement
Brush up on continuous improvement methodologies and be prepared to discuss how you would track and monitor progress on improvement plans. Having a clear understanding of how to maintain a roadmap of key events will set you apart as a candidate who is organised and forward-thinking.
