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Recruitment for new Director of Customer Services Starts

We are looking for a new Director of Customer Services to lead our customer service and engagement function.

The post is part of our Senior Leadership Team (SLT) and will sit at the heart of our intent to continue to deliver great customer service.

Our new director will drive the use of customer insight to radically change our customer services, will be responsible for leading the development and delivery of our organisation-wide customer journey and customer experience culture in line with our business strategy.

Our current Director of Customer Services Lourdes Sharpe will be retiring at the end of March after seven years in her current role.

Chief Operating Officer Mads Nelson said: “This is a rare opportunity to join our Senior Leadership Team and play a central role in shaping the future of customer services, involving, listening to, and acting on customer insight and feedback.

“A key focus of this role will be to lead the co-design of our new offer to our customers – we’ve made some good progress, but we want to increase the pace of our change to make sure that we are meeting the diverse needs of our customers across the West Midlands.

“We are looking for someone who can bring energy and a step change in our relationship with our customers – leading customer strategies and transforming the customer experience. This is an exciting opportunity, and we are looking forward to seeing who applies.”

The deadline for applications is Wednesday 9 March and interviews take place on Wednesday 16 March.

Find out more information in our recruitment pack here and visit our jobs page on our website here.

For media enquiries contact our Communications Team.

Citizen Joan 11 Web