Customer Experience Project Lead - London, United Kingdom - Government Property Agency

Government Property Agency

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Details:

Reference number:

Salary:

- £39,100 - £46,000

National - £ £42300 GPA London - £ £46000

A Civil Service Pension with an average employer contribution of 27%
Job grade:

Senior Executive Officer

GPA
SEO
Contract type:
Permanent
Business area:
GPA

- Workplace Services
Type of role:

Customer Insight
Project Delivery
Property
Working pattern:
Fulltime
Number of jobs available:
2Contents

Location

About the job

Benefits:

Things you need to know

Location

Leeds, London, ManchesterAbout the job

Job summary:

The GPA is committed to representing the communities we serve by making Diversity, Equality and Inclusion part of everything we do.

The Government Property Agency is changing the way the Civil Service works and is at the forefront of Government's transformation agenda; reshaping the relationship civil servants have with their place of work.

The Agency is central to the delivery of key Government policies including moving 22,000 Civil Service roles out of London by 2030 and tackling climate change by contributing to the Net Zero agenda.

To do this we are delivering a major change programme across the UK and consolidating our portfolio in order to save £1.4 Bn over 10 years.

Beyond the bricks and mortar, the GPA is about providing great workplaces for our people.

Through programmes like Hubs, Whitehall Campus and Smart Working you will be in the vanguard of creating model working environments and promoting flexible working practices.

This is an ambitious and exciting task, for which we need innovative people, with strong commercial acumen, who are passionate about visualising and implementing customer needs.

Launched as an Executive Agency of the Cabinet Office in 2018, we're a relatively new department and we are growing fast so we also need people who thrive in ambiguity, can adapt quickly to change and are comfortable stepping outside of their remit to drive outcomes.

Job description:

The Workplace Experience Team is a high-performing, motivated and collaborative team responsible for delivering a portfolio of customer-focused work that includes the Smarter Working programme, the Customer Experience function and Customer Insight.

The Customer Experience function is integral to delivering a great customer experience across the GPA estate portfolio. We have a large remit.

We support clients and customers in their preparation and move to a smarter working environment and help them to realise the full benefits of a great place to work.

We strive to create healthy and thriving communities in the workplace.

We champion the customer voice across GPA, use customer insight to help define and continuously improve the customer experience and ensure the principles of customer service excellence are at the core of what we do.

Key Responsibilities:

Working closely with the team, your wider GPA colleagues, delivery partners and clients you will lead on the delivery of your portfolio

You will:

Represent the voice of the customer in the development of customer facing services, products and processes.
Support the development and continuous improvement of products and processes for the Customer Experience Framework that will help GPA Clients and Customers to transition to a smarter working environment and realise the full benefits of a great place to work.
Lead the customer experience workstream across project lifecycles

In particular:
- customer experience work-stream at project meetings, providing activity-based progress reports and escalating emerging issues to mitigate project risk.

Support Client Solutions and Project Teams during the engagement process, building strong relationships with clients at an early stage and where necessary
educating them on the different aspects of a smarter / hybrid working environment and the customer experience. Lead customer experience related client engagement throughout the project lifecycle.
Deliver
discovery activities to help develop a clear understanding of Client business and current ways of working, using customer insight from satisfaction surveys and Leesman Workplace Experience surveys to challenge the status quo when required.

-
Gather and baseline client smarter working and building occupation readiness data to help
plan and prepare individual client workplace strategies and transition plans and scope where additional support is required.
-
Support and guide clients with their preparation for a smarter working/hybrid environment and building occupation through change management and business readiness activities, where necessary drawing upon the expertise within GPA and the Client organisation.

Lead on activities to instil and build community amongst client organisations and customers within the workplace and the local community.
Lead on activity to ensure a great day one experience and that customers are **inducte