Director of Customer Experience and Service Delivery
Role: Director of Customer Experience & Service Delivery
Closing Date: Noon, Monday 25th March
The House of Commons and the iconic Palace of Westminster are key elements of the UK Parliament. Around 2,500 staff work behind the scenes at the House of Commons, supporting the democratic process in many different ways. This is a unique and exciting role as Director of Customer Experience & Service Delivery. You will provide the strategic direction and overall management of a large scale, diverse and technically complex portfolio, including a UNESCO World Heritage Site.
This will be a replacement for the current Director of Service Delivery. The change in title reflects the strong desire to drive a greater customer-centric approach to the portfolio of services this individual will manage and across the wider directorate. As such this newly expanded role will carry cross-cutting responsibility for the management (and enhancement) of the 'customer experience'. Core to your responsibilities will be the management of all the accommodation on the estate, including the management of the service desks. You will 'client' the significant FM contracts currently in place, although it is not a requirement that you have previous FM experience, you will be expected to bring a fresh perspective on the current contracts. In essence, the new Director of Customer Experience and Service Delivery will drive significant cultural and structural change. You will break down the existing silos and drive greater collaboration across the directorate. A background in a highly customer focussed service organisation, with executive management responsibility for driving change which places the customer at the centre, is desirable for this high profile and rewarding position at the heart of our democracy.
A background in a highly customer focussed service organisation, with executive management responsibility for driving change which places the customer at the centre, is desirable for this high profile and rewarding position at the heart of our democracy. You will have significant experience of managing a large multi-disciplinary operational team in a complex multi-site organisation as well as proven leadership skills, with demonstrable experience of engaging teams and delivering sustainable improvements and cultural change. You will have strong commercial acumen and extensive experience of contract management for high value, operational services. You will be customer and quality oriented, with experience of putting in new standards and embedding excellent customer service.