The starting salary for this role is £40,227 per annum and is based on a 36 hour working week.
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.
As our Digital Project Lead you will bring proven experience of using digital technologies to drive a culture of continuous digital improvement that delivers cost effective and improved customer journeys. You will be confident with using technology at a detailed level but also able to work with in-house teams and external third parties to specify their work and inform strategy. This role designs and creates solutions from concept through testing to go-live, delivering improved digital options that will enhance the overall experience for customers contacting Surrey County Council for advice and information and accessing council services.
To be shortlisted to interview for this position your application will clearly evidence:
- Proven experience of planning, testing and developing system improvements in collaboration with stakeholders.
- Ability to interpret and analyse information and present this to a non-technical audience.
- A customer focused outlook.
- High level interpersonal and consultative skills.
- A curious and solution focused outlook.
- An eye for detail and accuracy.
- Digital intelligence including an understanding of appropriate and emerging technologies, tools, and governance.
- Strong oral and written communication skills.
We believe in great leadership and teamwork, and encourage a culture of respect, trust, and integrity. This is a great opportunity for anyone looking to join a well-established team looking to deliver real change within a fast paced, customer focused and dynamic environment.
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.
This is a 12 month secondment / fixed term contract opportunity.
From flexible working to job sharing (where possible) we are committed to providing a healthy work life balance. A laptop and mobile will be supplied if applicable to your role. You will benefit from 26 days annual leave pro rate and a generous local government salary related pension. For more information about the wide variety of benefits you can take advantage of please visit MyBenefits for Surrey County Council staff.
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.