Customer Experience Lead - Adult Social Care - Working for Essex
Salary: £57,189 to £67,282 per annum
Closing date: 18 Jul 2024
Location: Chelmsford
Hours: Full-time
Req ID: 17378
Role: Social Care
About the role

Customer Experience Lead - Adult Social Care

Permanent, Full Time

£57,189 to £67,282 per annum

Location: Chelmsford

Working Style: Anywhere worker

Interviews will be held on 2nd August 2024.

 In Adult Social Care (ASC) we believe that people should be able to live their lives to the fullest and that with the right support everyone can achieve some independence.  We want to support people to maximise their own potential for control over their lives in a sustainable way that is preventative and localised.

This role will be responsible for the ASC Customer Journey. They will promote the voice of the customer and ensure that co-production activity is embedded throughout ASC. They will be responsible for leading a small team and will ensure that they are able to act on feedback to improve the customer journey and experience throughout ASC’s processes.

This role will report to the Head of ASC Customer Experience & Performance and will be required to develop robust productive relationships across both ASC, with corporate colleagues across ECC, and with partners such as the NHS, voluntary and community sector, ensuring alignment to centralised support services and enabling improvement of service delivery and strong connections to areas of professional communities of practice.

Responsibilities will include…

  • Leading the development and management of ASC’s customer & resident journey, promoting and enhancing the voice of lived experiences at all times, feeding into both local and cohort strategies and the function’s business plan.
  • Using customer feedback about lived experience to identify service improvement opportunities and working with operational services to develop and test solutions for improving the customer experience and ultimately outcomes which are aligned to social care practice.
  • Leading and representing the voice of the customer and ensure co-production activity takes place across the function, developing mechanism for gathering and acting on feedback to improve customer experience through ASC’s processes.
  • Working collaboratively to develop, influence and deliver a co-production strategy and core standards for co-ordinating a sustainable approach to co-production, and be responsible for producing a library of learning from lived experience.
  • Developing sustainable methods for direct customer engagement and through their team deliver lived experience events to the wider service.
  • Linking with central complaints and FOI team to be the services SME in coordinating customer complaints to enable learning and insights to be shared across the service and included as part of practice development.
  • Be the Customer Experience SME within ASC support the development of understanding of these areas to support enhanced performance.

You will bring…

  • Educated to RQF level 6 (Bachelor’s degree) or equivalent by experience in business management with evidence of continuing professional development and expert knowledge in relevant professional area.
  • Experience in working with customers / residents/ partners to provide cost effective services to internal customers and external stakeholders and partners.
  • Evidence of success in determining and evaluating service quality and identifying opportunities to embed an ethos of delivering a quality service and culture that embraces innovation and change.
  • Ability to develop, lead and manage change agendas which will lead to improved results and experience of managing a large and diverse workforce.
  • Experience of influencing and proactively leading cultural and operational change, in a politically sensitive and complex environment.
  • Excellent influencing and communication skills – able to challenge robustly and constructively; adept at communicating complex challenges in a clear, compelling way.
  • Leadership of a team – creates a high performance culture, draws on specialist skills and expertise effectively, celebrates success. Brings together diverse capabilities from across the organisation around clear goals.

To read more about us please visit: Adult Social Care

Why Essex? Essex County Council has a location to be proud of. Our 1,300 square miles stretch from Constable Country to the Thames Estuary, from the dynamic M11 corridor to the traditional seaside resorts of Clacton and Walton. England’s oldest town, Colchester, and two of its newest – Basildon and Harlow – are right here. Along with the City of Chelmsford, the county town, they form our major population centres. It means real choice and makes Essex the ideal place for your career. Read more about us.

Essex County Council is proud to be a Disability Confident Leader. We’re committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process.

We’re also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

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