Customer Insights Lead - Lawrence Hill, United Kingdom - Planning Inspectorate

Planning Inspectorate
Planning Inspectorate
Verified Company
Lawrence Hill, United Kingdom

1 month ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Details:


Reference number:


Salary:

- £56,083 - £60,979
Job grade:


  • Grade 7
    Contract type:
  • Permanent
    Business area:
  • PINS
  • Strategy
  • Innovation and Improvement
    Type of role:
  • Customer Insight
    Working pattern:
  • Flexible working, Fulltime, Job share, Parttime, Compressed Hours
    Number of jobs available:
  • 1Contents
Location

About the job


Benefits:

Things you need to know

Location

  • Bristol, South West England, BS1 6PNAbout the job

Job summary:

The Planning Inspectorate has a clear aim to ensure we are customer focussed and deliver excellent customer service. This will lead to us delivering services that continue to meet the needs of our customers.


This role sits within Innovation and Improvement area of the Strategy Directorate and is pivotal in helping to develop a customer focused culture and delivery of our customer strategy.

The Planning Inspectorate has a long and proud history in ensuring a fair planning system for England. The work we do has a significant impact on people's lives, the communities where they live and the economy.


We want our colleagues to be able to work more flexibly and more collaboratively, exploring new and innovative ways to improve the way we provide services.

For further information on the Planning Inspectorate, please see the information pack attached.


Job description:

We are looking for someone who is self-motivated and customer focused. Experience in development of customer strategies and driving forward their implementation? Do you have a passion for engaging others in customer insights that drives transformational change and delivers customer excellence?


You will be the owner of the customer strategy, responsible for developing and implementing it, to ensure we are using insights to drive and prioritise customer-focused change and innovation, and that every change we make has a positive impact on our customers.


You will work across the organisation to ensure we are capturing the right customer data, identifying insights, and making appropriate recommendations, to improve the overall experience for customers of our services.

You will lead and work closely with our Customer Team to develop and continuously improve a best practice customer service delivery.


If you would enjoy the challenge of embedding a customer centric culture within our organisation, then this is a great opportunity for you.


Hybrid working

Person specification:


Essential Criteria

  • Experience in developing and delivering effective mechanisms to regularly capture customer insight and drive continuous customer service improvement as a result of the insight.
  • Ability to think strategically and understand impact of changing processes on organisational reputation and its customers.
  • Experience of leading by inspiring and motivating teams and ensure they are supported, and their experiences are utilised.
  • An understanding of how to create an inclusive working environment where all opinions and challenges are taken into account.
  • An ability to communicate, influence and operate clearly and effectively at all levels, including Board level.
  • Excellent organisational, time management and project management skills.
  • High level of IT literacy.

Desirable Criteria

  • Experience and knowledge of the Planning System.
  • Experience in development of customer operating models or customer strategies and driving forward their implementation.

Behaviours:

We'll assess you against these behaviours during the selection process:

  • Seeing the Big Picture
  • Changing and Improving
  • Leadership
  • Working Together
  • Managing a Quality Service

Benefits:


  • Flexible working options, including flexitime, parttime, compressed hours and home working if suitable for the role.
  • A working culture which encourages inclusion and diversity.
  • 25 days annual leave increasing by 1 day per year up to 30 days after 5 years, plus 1 privilege day to mark the King's birthday. In addition to the normal bank holidays.
  • Generous family friendly policies.
  • Fast and modern IT kit which utilises Microsoft Office 10 and O365, enabling seamless working from home and collaboration across teams.
For full information see our Benefits information pack.

Things you need to know


Selection process details:


  • This vacancy is using Success Profiles, and will assess your Behaviours and Experience.
    Application
  • Experience in developing and delivering effective mechanisms to regularly capture customer insight and drive continuous customer service improvement as a result of the insight.

Interview

If you are shortlisted, you will:

  • Be asked to attend an interview to have a more in-depth discussion about your experience and suitability for the role
  • Interviews will be a blend of behaviour and experience questions
  • Need to prepare and deliver a presentation

Other Information

Shortlist Date:
w/c 13 February 2023

**Interview Da
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