Customer Experience Manager
Rural Payments Agency
Apply before 11:55 pm on Monday 7th October 2024
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About the job
Job summary
Are you passionate about Customer Experience?
Does being at the forefront of enhancing our customers journey appeal to you?
If you answered yes to the questions above, then this could be the role for you. The Rural Payments Agency is a great place to work offering flexible working options and a fantastic Pension
At the Rural Payments Agency, we are dedicated to delivering exceptional services to our customers and we pride ourselves on creating memorable experiences and fostering lasting relationships.
Please see the video below with the RPA Customer Director, RPA head of Customer insight and the RPA head of Customer Experience discussing what they need to do to make things better for their customers and why insight and understanding their customers is so important.
The Rural Payments Agency is an executive agency of the UK Department for Environment, Food and Rural Affairs (Defra), delivering over £2 billion in payments to farmers, traders and landowners each year.
We are an Operational Delivery Profession organisation, with the majority of our people delivering day to day services to our customers and stakeholders.
We make excellent delivery happen, empowering agricultural and rural communities to create a better place to live.
We manage over 40 schemes, and also make payments on behalf of Natural England, to ensure we have a healthy rural economy, strong and sustainable rural communities, and to protect and enhance the natural environment.
Our vision is to create a great place for people living in this country. We have developed a set of four strategic objectives covering our policy outcomes and corporate objectives. These objectives help us to deliver our ambitious vision to build our green and healthy future and provide a framework for all of the important work that we carry out.
Further information can be found on the Rural Payments Agency website Rural Payments Agency - GOV.UK (www.gov.uk)
Job description
As a Customer Experience Manager you will understand our customers - who they are, what they want and what they need to interact with us efficiently so that we deliver great outcomes.
Using customer experience techniques such as journey mapping to aid in understanding who our customers are, what they need and how they access our services.
You will work with stakeholders and service owners to effectively map and manage end to end customer journeys, making sure they are both effective and efficient.
You will need be able to represent the voice of the customer (based on insight and evidence) to stakeholders, presenting well thought out recommendations for improving the customer experience.
Working collaboratively with RPA colleagues to facilitate the sharing of best practice across RPA and wider.
The role will include guiding and influencing stakeholders to find solutions that deliver both effective and efficient improvements that benefit both customers and the RPA.
Some roles may include Line management of a dispersed team and there will be the requirement for regular travel.
Person specification
As a Customer Experience Manager within the Rural Payments Agency, your responsibilities will include, but are not limited to:
The ability to both understand and develop customer segmentation, and create representative customer personas that can drive well thought through customer experience improvements.
Facilitating, developing and delivering customer journey maps relating to core services delivered by the Rural Payments Agency.
The ability to develop strong customer focused measures that are effective and efficient in delivering desired outcomes, evaluating our performance against these to drive strategic improvements.
The confidence to build strong working relationships with stakeholders, make decisions and the skills to influence, and to drive positive change based on a strong understanding of data and insight.
Ability to deliver work to a high standard, that has been clearly and methodically planned, whilst being open and adapting to change and feedback.
Ability to promote and enable a culture of continuous improvement.
Essential Criteria
If you have the following skills and experience we would love to hear from you:
Experience of creating customer journey maps, identifying touchpoints, pain points and opportunities to improve the customer journey at each stage.
Experience of creating effective user journeys with design thinking to drive a seamless and effortless user experience.
Experience of customer segmentation and identifying key customer groups to develop evidence-based customer personas to gain an in-depth understanding of diverse customer needs.
Experience of working in cross functional teams to deliver customer improvements
Ability to forge and maintain effective stakeholder relationships
Experience of driving continuous improvement within customer experience management.
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Changing and Improving
- Managing a Quality Service
Benefits
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
Things you need to know
Selection process details
Application Process
As part of the application process you will be asked to complete a CV and a Personal Statement.
Your CV should should include your job history, full qualification details and your previous skills and experience.
Your Personal Statement should be no more than 750-words and detail evidence of how you meet the essential criteria as noted in the person specification section of the job advert.
Further details around what this will entail are listed on the application form.
Sift
Should a large number of applications be received, an initial sift may be conducted using the Personal Statement. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to interview.
Sift and interview dates to be confirmed.
Interview
If successful at application stage, you will be invited to interview where you will be assessed on Behaviour, Experience and Strength based questions.
A presentation or additional exercise may also be assessed.
Interviews will take place via MS Teams
Location
As part of the pre-employment process for this post, successful candidate(s) will be able to agree a contractual workplace from those locations listed in this advert. The agreed contractual workplace is then the substantive and permanent place of work for the successful candidate(s)
Where the location is ‘National’ the successful appointee should discuss and agree an appropriate contractual location in line with both Defra’s location policy and site capacity, prior to proceeding with pre-employment processes.
Successful applicants currently employed by the hiring Defra organisation for this post may choose to remain in their current contractual location or may choose to change contractual location to one of those listed above. This should be discussed and agreed prior to proceeding with pre-employment processes.
The agreed amount of time spent at a workplace for this post will reflect the requirement for Civil Servants to spend at least 60% of their working time in an organisation workplace with the option to work the remaining time flexibly from home. Working time spent at a workplace may include time spent at other organisational locations including field-based operational locations, together with supplier, customer or partner locations. This is a non-contractual agreement which is consistent with common Civil Service expectations.
Travel costs to non-contractual workplaces will be subject to departmental travel and subsistence policies. Travel costs to contractual workplaces are the responsibility of the employee.
The successful candidate is required to carry out all their duties from a UK location, and cannot do so from an overseas location at any time.
Defra includes the core department, APHA, RPA, Cefas and VMD
Reserve List
A reserve list may be held for a period of 12 months from which further appointments can be made.
Near Miss Candidates
Candidates who are judged to be a near miss at interview may be considered for other positions in RPA which may be at a lower grade but have a potential skills match.
Merit Lists
Where more than one location is advertised, candidates will be posted in merit order by location. You will be asked to state your location preference on your application.
Salary
New entrants are expected to start on the minimum of the pay band.
Visa Sponsorship Statement
Please take note that Defra does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.
Criminal Record Check
If successful and transferring from another Government Department, a criminal record check maybe carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-Employment.Checks@cabinetoffice.gov.uk stating the job reference number in the subject heading.
Reasonable Adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
- Contact Government Recruitment Service via defrarecruitment.grs@cabinetoffice.gov.uk as soon as possible to discuss your needs. Please note that it may take up to 48hours for GRS to respond to your request, so please contact them more than 48 hours before the closing date.
- Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
Accessibility
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.
Internal Fraud Database Check
Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.
Childcare Vouchers
Any move to Defra from another employer will mean you can no longer access childcare vouchers. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : Resourcing Delivery Team
- Email : hrresourcingsupport@defra.gov.uk
Recruitment team
- Email : DefraRecruitment.grs@cabinetoffice.gov.uk
Further information
Government Recruitment Services via email: defrarecruitment.grs@cabinetoffice.gov.uk
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Click https://civilservicecommission.independent.gov.uk/contact-us/ to visit Civil Service Commission.
