Customer Service Manager in Bristol for Government Sector Organization

ROLE: CUSTOMER SERVICE MANAGER

LOCATION: BRISTOL

DURATION: 3+ Months Initially with possible extension

ROLESembedding a customer centric culture into the all areas of the region's work.
- Working with the internal teams and the supply chain; identify and map the region's key customers, stakeholders and communities.
- Working with colleagues from other teams in region, develop and build strategic relationships with key customers and stakeholders in region, promoting key messages about the HA's capital investment strategy.
- Work with communications and marketing colleagues to develop an effective regional communications strategy to better engage our customers, particularly in light of the significant increase in activity across the region's strategic road network.
- Lead on the evaluation and measuring of the customer experience across the region; monitoring customer feedback, identifying trends and helping teams to deliver resolutions to customer queries and problems.
- Working with the Customer Experience Team, develop a regional capability to obtain customer insight and perspective based on the national Customer Panel model.
- Act as a regional champion for the National Road User Satisfaction Survey and Area Road User Satisfaction Survey, working with internal teams and the supply chain to integrate the regional results and develop plans to address areas for improvement
- Provide regular feedback on progress and performance to the Joint Operations Meeting and Regional Operations Board
- There are no staff management responsibilities associated with this role.
- Experience of working in a customer insight environment.
- Experience of delivering change in a customer service context.
- Experience of initiating, developing and sustaining effective relationships with internal and external stakeholders at all levels.
- Experience of drafting written correspondence, documents and delivering presentations to diverse audiences.
- Proven communication skills, including the ability to deliver impactful sessions with groups of people both within the organisation and externally.
- Proven ability to work in a complex structured project and programme management environment to tight deadlines.