customer experience manager

The salary range for this role is £55,244 - £60,864 per annum, based on working 36-hours per week.

An exciting opportunity has arisen to join Surrey County Councils' Facilities Management team as a Customer Experience Manager. Are you looking for a new opportunity to develop your career as part of a fast-paced Land & Property function collaborating with enthusiastic professionals who want to make a difference?

About us

Surrey County Council maintains an operational property portfolio of 2000 buildings, providing key services to the residents of Surrey. This is a wide ranging and fascinating estate, ranging from fire stations to offices, adult social care facilities to schools, farmland to libraries.

Land & Property is at the heart of a Council wide improvement programme with a view to delivering more efficient and cost-effective provision of services which links everything back to its finance, business, resource capability and culture across the Council's ambitious estates programme.

About the role

Reporting to our Assistant Director for Facilities Management, you will be involved in developing a customer focused strategy, to align all the requirements for FM and Forward Maintenance service delivery to each Service Directorate's business and transformation needs, ensuring continual improvement.

You will also be involved in managing relationship with Service Directorates to ensure customer focused delivery by FM suppliers and Forward Maintenance Contractors.

The role is varied and includes:

• Commissioning the Customer Experience plans from the FM suppliers to ensure the needs of each Service Directorate, Agile Hub and Agile Spoke is documented and kept up to date,
• Working closely with our Greener Futures, Sustainability and Social Value Teams to deliver joint activities,
• Through the FM suppliers, prepare monthly service reports based on supplier-fed MI and supplier led financial reporting for each Service Directorate for review with the Assistant Director for Facilities Management and the Service Directorates and agree strategic decisions to improve services,
• Ensure that the FM supplier delivers excellent customer relations and customer care.

To be considered for interview, your application will clearly evidence:

• Five years leadership experience in a similar or equivalent role, with a track record of success within a large, complex Facilities Management environment with a strong customer focus,
• Technical FM knowledge and experience such as NEBOSH Health & Safety Qualification, Fire Risk Assessments Training and proficient in using IT tools including spreadsheets and databases,
• Strong interpersonal skills to inspire, lead, manage and motivate cohesive team working between internal and external teams,
• Strong negotiation, conflict management and collaboration skills.

This role requires you to travel to Surrey County Council and partner sites, as required, as well as the need to be available to undertake on call duties from time to time.

The team currently operates from our Woodhatch office in Reigate, but staff will be expected to operate in a flexible way to meet the needs of our customers and work demands, using agile working methods that allow business to be conducted from multiple locations.

The job advert closes at 23:59 on 12/06/2023.

We look forward to receiving your application, please click on the apply online button below to submit.

Benefits

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, rising to 28 days after 2 years' service, a generous local government salary related pension, as well as the option to join our car lease scheme. For more information about the wide variety of benefits you can take advantage of please visit our website.

Our Commitment

Surrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applications where:

• The candidate has evidenced the minimum criteria for the role through their application
• The candidate has chosen to share that they have a disability on the application form

Our application form and onboarding process will provide an opportunity to request any reasonable adjustments for the interview and/or the role.

We want to be an inclusive and diverse employer reflecting the community we serve and particularly welcome applications from all underrepresented groups.