The starting salary for this role is £40,227 per annum and is based on a 36 hour working week.
Please note this is a 12 month secondment / fixed term contract opportunity and while based at our Dakota office travel around the county may be required.
Surrey County Council is in the midst of one of the most wide-ranging transformation exercises in local government which comprises of several programmes that are critical to the future success and financial stability of the council. We are on a rapid change journey, with new management, innovative approaches, energy, and ambition as outlined in our Community Vision for Surrey.
Our Customer Experience Programme is just one element of our transformation as a council and is mobilising a team of specialists to work with our service leads to make people’s experience of dealing with the council quicker, easier, and better. We are looking to shape a new relationship with our customers, managing their enquiries in a more efficient, proactive, and connected way and increasing our use of digital self-serve technologies. Through this work we aim to benefit our residents by making it easier to contact the council, whatever the issue, providing support and information online and providing quicker resolutions, especially for routine enquires. We are using webchat, chat-bots AI technologies and Robotic Process Automation to deliver more advice and information on a 24/7 basis.
Through improved systems and processes, our Customer Experience Programme aims to ensure our customers have visibility and improved ownership of their transactions with us, will support people with specific needs to access and receive the right help and advice at the right time, and will enable frontline staff to better assist the people they support, rather than managing unnecessary or duplicate enquiries. It is our aim to ensure residents are aware of the support options available in their local community, so they can be independent and make informed choices.
Actionable business intelligence is of critical importance in improving customer journeys. As our Technical Link Analyst, you will bridge the gap between the operational environment of our developing omnichannel contact centre and the technologists that deliver it, working with performance data, optimising and ‘tuning’ the configuration and as progressive transformation occurs, designing, creating and testing new customer journeys to ensure a seamless customer experience from initial enquiry to resolution. Our CRM (customer relationship management) and associated ‘line of business’ systems are used to progress customer enquiries and initiate / manage the delivery of council services. You will utilise data analysis to improve the effectiveness of all our channels of customer interaction.
To be considered for this role your personal statement will evidence how you meet the following key criteria:
- Previous experience of using business analysis techniques to drive improvements and performance.
- A methodical approach to problem solving coupled with good analytical abilities and an inquisitive nature.
- Ability to identify risks and opportunities in relation to workstreams and to communicate these in a succinct way.
- High level relationship management skills.
- An organised and analytical approach to your work.
- Ability to work positively in collaboration with stakeholders to deliver improvements.
- A customer and solution focused outlook.
Above all you will be passionate about delivering excellent customer service, putting the needs of our customers at the heart of what we do.
We believe in great leadership and teamwork, and encourage a culture of respect, trust and integrity. This is a great opportunity for a business analyst looking to make their next step in business analysis within a dynamic team who are passionate about putting the needs of our customers first.
At Surrey, our values and behaviours are just as important as our skills and abilities. They shape who we are as an organisation. Find out more about the values we follow.
For more information please find the full job description below and refer to this before submitting your application. We also invite you to read our Life at Surrey handbook to see insights of the culture at Surrey and how as a valued employee, you can help shape our Council.
The job advert closes at 23:59 on Thursday 6th May 2021.
A date for interviews is TBC.
To arrange an informal discussion please contact David Faulkes via email at David.Faulkes@surreycc.gov.uk.
We look forward to receiving your application, please click on the apply online button below to submit.
Surrey County Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. We want to be an inclusive and diverse employer of first choice reflecting the community we serve and particularly welcome applications from all under represented groups.