Programme Manager - Customer Services

Terms and Conditions

This role is based in the Culture and Community directorate and reports to Cynthia Griffin, Group Director, Culture and Community.

The customer services transformation programme has been agreed by members and has a detailed business case. The model is large and complex and will involve a major change and re-engineering programme across all services as well as collaborative development with another borough. The programme will deliver a range of benefits including service improvement, channel shift, customer facing efficiencies and reduction in avoidable contact with customers and the use of new media. The programme includes replacement call centre telephony, a knowledge base, middleware and a new CRM system.

The customer services programme will also undertake business process re-engineering of services (rather than being done in individual departments) to standardise and integrate approaches.

The projected benefits are £15.4m over 7 years (costs are estimated to be £4.3m over 7 years).

Immediate and medium priorities for the post-holder are to:

Manage the transition planning phase of the project
Focus on joint planning and implementation with neighbouring boroughs