Location
London Borough of Sutton, The Old Rectory, Festival Walk, Carshalton

Hours
Full Time (hours not specified)

Salary
£65,181 per annum (subject to NJC pay award update in April 2025)

About the Role
Join a unique opportunity working across two high performing London Boroughs – Kingston and Sutton – through their shared services. This role offers exposure to diverse activities and political environments, with flexible working arrangements including hybrid and agile working supported by provided equipment.

As the Digital Change Lead for Customer Service, you will set the strategic direction for the Customer Services teams, leading service and performance improvements, driving change initiatives, and owning customer service systems and strategy. You will foster a culture of continuous improvement and collaboration across councils and partners, ensuring governance and corporate responsibilities are met.

Kingston and Sutton are both vibrant boroughs with ambitious plans including the London Cancer Hub in Sutton and the largest housing regeneration programme in Kingston. Both boroughs are committed to tackling the climate emergency through innovative technologies and societal change.

The Customer Experience service in Sutton and Kingston’s Contact Centre are the main points of contact for residents seeking advice and support. Both teams are multi-skilled, supportive, and at the forefront of improving council services through new ways of working.

This role offers the chance to lead transformational change, working with people, processes, and technology to enhance customer service delivery and resident satisfaction.

Experience
Proven track record in delivering transformational change involving people, processes, and technology. Experience managing teams, setting culture and behaviours, and leading process improvements. Skilled in using qualitative and quantitative data to identify opportunities and monitor impact. Comfortable working with external partners and suppliers to maximise value.

About you
Energetic and enthusiastic change leader with strong initiative. Enjoys building relationships and cross-functional teams to achieve goals. Committed to continuous improvement and collaborative working. Able to engage stakeholders across multiple organisations and foster an open, inclusive culture.

Qualifications
Not explicitly stated, but a background relevant to customer service transformation, change management, or digital service delivery is implied. A commitment to personal development and alignment with organisational values is essential.