At a Glance
- Tasks: Enhance customer journeys and streamline services to improve frontline delivery.
- Company: Join the West Midlands Combined Authority, a leader in customer experience.
- 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 Optimisation Specialist in Birmingham employer: WMJobs
West Midlands Combined Authority (WMCA) is an exceptional employer that prioritises employee growth and well-being, offering a supportive work culture where innovation in customer experience is at the forefront. With competitive benefits such as a Local Government Pension Scheme, generous annual leave, and opportunities for professional development, WMCA fosters a collaborative environment that empowers employees to make a meaningful impact in the community while enjoying a healthy work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Optimisation Specialist in Birmingham
✨Tip Number 1
Get to know the company inside out! Research WMCA's values, recent projects, and their approach to customer experience. This will help us tailor our conversations and show that we're genuinely interested in making a difference.
✨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 interviews by practising common questions related to customer experience and problem-solving. We can even role-play with a friend to boost our confidence and refine our answers.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and shows that we’re keen on the role. Plus, it’s a great opportunity to reiterate why we’d be a perfect fit for the team.
We think you need these skills to ace Customer Experience Optimisation 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 Optimisation Specialist!
Showcase Your Problem-Solving Skills:In your application, share specific examples of how you've identified service delivery problems and implemented solutions. We love a good story about turning challenges into opportunities!
Be Clear and Concise:Keep your writing straightforward and to the point. We appreciate clarity, so make it easy for us to see your qualifications and enthusiasm for the role without wading through 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 position. We can’t wait to hear from you!
How to prepare for a job interview at WMJobs
✨Know the Customer Journey
Familiarise yourself with the customer journey specific to the West Midlands Combined Authority. Understand common pain points and think about how you can enhance these experiences. This will show your proactive approach and readiness to tackle service delivery problems.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've identified and solved issues in previous roles. Be ready to discuss specific initiatives you've implemented that improved customer experiences. This will demonstrate your ability to drive change effectively.
✨Be Ready to Facilitate
Since the role involves facilitating workshops, think about your experience in leading discussions or training sessions. Prepare a brief outline of how you would approach a workshop aimed at improving customer service, highlighting your facilitation style.
✨Understand Continuous Improvement
Brush up on continuous improvement methodologies and be prepared to discuss how you've tracked and reported on improvement plans in the past. Showing that you can maintain a roadmap of key events will highlight your organisational skills and attention to detail.
