Public Sector

The Customer Management team has a longstanding record of successful work in the Public Sector including Central Government, Local Councils, Health, Education, and Police Constabularies. Projects are varied and range from end to end delivery of long-term, complex transformation programmes to short, targeted advisory or business analysis projects. We are able to share best practices about customer-facing service delivery, whilst having an appreciation of the political pressures, structure, and governance across the Public Sector. The kind of topics that the Customer Management advises on in the Public Sector include: customer and channel strategy, digitalisation, mobile Government, customer segmentation & analysis, influencing customer behaviours, reducing avoidable contact and channel-shift.

For Consultant/Senior Consultant grade positions, we are keen to hear from candidates who have attained the following competency levels in relation to the management of a Customer Services function within a large organisation.

Key Skills:

* Relevant experience gained in management consulting, or alternatively, undertaking business change and/or customer service improvement at a major public body, private business or outsourcer

* An ability to demonstrate where they have made a significant contribution to a workstream within a large change project, with ownership and responsibility for discrete elements of the workstream deliverables

* A proven ability to work independently or with minimum supervision while remaining cognisant of team dependencies and engaging in proactive upward communication to ensure timely risk and issue management

* Experience of working and engaging with a wide range of stakeholders and a proven ability to develop solid working relationships with both internal and client personnel

* Well-developed written and verbal communication skills in English including presentations, chairing meetings, workshop facilitation, business and report writing

* Willing to balance project work (i.e. client deliverables) with contributions to practice management (e.g. professional development, proposal development, knowledge sharing, or people development)

* Dealing with multi-departmental Public Sector organisations with a high public profile

* Consistent exposure in a highly charged political environment

* Strong stakeholder management skills and conflict resolution

* Assisting clients in optimising their relationships with internal and external suppliers (including a highly unionised workforce)

* Working with sensitive public data and managing the risk around this

* Implementing change and the promotion of adoption

* Customer service strategy design and implementation, e.g. customer journey, customer experience, contact strategy, service design, business analysis

* Customer service operations design and implementation, e.g. target operating model, process design and re-engineering, organisational models,

* Customer service outsourcing, including supplier selection, SLAs and contract definition, supplier transition and supplier management

* Contact Centre management and optimisation including technology, telephony, process, agent performance, andSLAdevelopment and management

* Self-service solutions such as natural language speech recognition, on-line and mobile solutions

If you feel like you have the knowledge and experience within the public sector, then please apply now.To find out more about Progressive Recruitment please visit www.progressiverecruitment.com