Digital Customer Liaison Officer

This is an exciting opportunity to play a key role in the Council’s Customer Contact Transformation Programme. We are looking for 1 Digital Customer Liaison Officers to map customer journeys, identify options for improvement with the services, review ‘as is’ and create ‘to be’ processes making best use of technology. Develop and embed with the services new service design and processes for external contact management moving to a digital by choice model. 

Working with Customer Services Teams, the Council’s Transformation Team and IT and co-ordinating closely with services across the Council, you will develop end to end digital solutions to deliver business change, using a high level of skills, knowledge and experience to actively contribute to the successful implementation of major change and transformation for external Contact Management Support. 

Your focus will be on the Customer Contact Transformation Programme and you will report to the Head of Customer Services and Welfare. You will have strong communication and negotiating skills and the ability to understand and interpret the drivers for effective service business change. You will develop, organise and action the compilation of test scripts and revised processes, identifying dependencies and participants required to mitigate the risks to system quality, obtaining stakeholder support and communicating new developments.

The following information is furnished to help Council staff and those people considering joining the City of Bradford Metropolitan District Council to understand and appreciate the general work content of their post and the role they are to play in the organisation. The duties and responsibilities highlighted in this Job Profile are indicative and may vary over time. Post holders are expected to undertake other duties and responsibilities relevant to the nature, level and scope of the post and the grade has been established on this basis. 

The employee competencies are the minimum standard of behaviour expected by the Council of all its employees and the management competencies outlined are those relevant for a post operating at this level within our organisation. 

Both sets of competencies will be used at interview stage and will not be used for short listing purposes. As a candidate/employee you will be expected to demonstrate your ability meet the special knowledge, experience and qualifications required for the role. 

Key Purpose of Post: 

• To working flexibly across a range of digital solutions in support of the Council’s vision for Customer Contact and the Customer Service Strategy. Working with the range of services across the organisation to identify customer journeys, options for improvement, review ‘as is’ and create ‘to be’ processes. Develop and embed with the services new service redesign and process for external contact management moving to a digital by choice model. Identify with the relevant services, training needs for digital solutions, be a lead advocate for change and working closely with Customer Champions and other stakeholders.
• To work closely with Digital Improvement Teams Business analysts and Technical Digital Leads to develop end to end digital solutions to deliver business change, using a high level of skills, knowledge and experience to actively contribute to the successful implementation of major change and transformation for external Contact Management Support services to design and deliver a consistently high quality Customer Contact whilst actively identifying and contributing ideas and suggestions for improvement.
• To understand and interpret the service business change to the Digital Improvement Team and to develop, organise and action the compilation of test scripts and revised processes, identifying dependencies and participants required to mitigate the risks to system quality, obtaining stakeholder support and communicating new developments. Track and prepare the report of testing activities like test results, test case coverage, required resources, defects discovered, resolution plans and their status, performance baselines etc.

Main Responsibilities of Post: 

• Directly responsible to the Head of Service Customer Services and Welfare, however this is a principal corporate role and as such the post holder will receive limited line management direction and will have extensive autonomy in the range of decision making and powers in delivering of their role and responsibilities.
• There is no direct line management responsibility, although the post holder is expected to manage and provide leadership to the Project / Programme Team(s) for digital customer liaison to which they are assigned and facilitate the workstream leads in the delivery of the end-to-end customer journey. The postholder will lead process change across Council services and will need a high level of negotiating and influencing skills.
• Expected to deal with complex problems on a regular basis, frequently using own initiative to reach solutions, or making recommendations to the relevant Programme/Project Manager, relevant Boards, Departmental Management Teams.
• Responsible for the development and extensive testing of solutions to help ensure successful delivery of outputs/outcomes within time, quality, and cost parameters, adopting relevant methodologies to ensure that all key deliverables are ‘fit for purpose’ and meet stakeholder and resident expectations.
• Support the design of customer end to end solutions aimed at analysing and/or solving policy or organisational problems, assisting the achievement of the Council’s priorities, and reaping maximum benefit from opportunities to change, transform or improve services for citizens, communities, other stakeholders, or the organisation itself.
• Develop and action the test plan for tasks, estimate and obtain management support for the time, resources required to perform the testing, as per requirements from stakeholders.
• Manage and resolve any operational risks and other issues that might arise and escalating appropriately to ensure risks are managed and mitigated, and contingencies reported are put in place.
• Responsible for the planning and execution of effective communications within the business analysis work undertaken. Providing regular reports to relevant Boards, groups, and other stakeholders on key issues. Delivering demonstrations/training/presentations as required to widen the reach of the programme and encourage more services to participate in change.
• Work effectively with members of the team and key stakeholders to contribute to the development and implementation of solutions.
• To oversee and directly consult with service users and providers, and professionally represent the Authority at internal and external networking events, conferences and meetings as required.
• To research and understand the relationship between the development of solutions and their link to local, regional, and national policies.
• To support the design of and undertake to support other projects and processes aimed at solving complex policy or organisational problems, to achieve the Council Plan priorities, and reaping maximum benefit from opportunities to transform or improve services for citizens, communities, other stakeholders, or the organisation itself.
• To provide advice, guidance, and information on all aspects of the above to, officers, partners as required. Routine communications at all levels internally and with a wide range of external organisations. Maintain ‘leading edge’ knowledge on emerging digital trends and their application,
• To ensure that the Council’s policies and strategies reflect the Council’s equality objectives to eliminate discrimination, advance equality of opportunity, foster good relations with all our communities and partners, narrow equalities gaps, reflect the needs of our communities.
• Access to extremely confidential corporate and commercially sensitive information, including individuals, public and private individuals, bid information, service areas, strategic and policy development.