Service Design Lead at Dept for Environment, Food & Rural Affairs, Remote, 4 Months, £Contract Rate

  • Contract Spy
  • Remote (England, UK)
  • Nov 20, 2020
up to 6 Months

Contract Description

Are you an experienced Service Design Lead looking for a new contract opportunity? Do you have previous experience of successfully leading development and delivery of customer services models? If so PSR would like to speak to you.

Note: Role can be Home based

As Service Design Lead, you will: 

  • Lead the development of a new customer service model to help take RPA into the future
  • Establish where RPA is now, articulate the desired customer service model for the future and develop a coherent and credible plan to deliver the model
  • Have the opportunity to play an intrinsic part in shaping customer experience and delivery for RPA going forwards. The customer service model covers all customer contact channels and customer management, such as complaints and appeals.


You’ll have:

  • A track record in successfully designing and delivering customer service models in a similar type / scale organisation
  • Previous experience of successfully leading development and delivery of customer services models in a similar type / scale of organisation ideally when the public sector
  • Experience in the structure, system and technology / innovation options in this space (but wouldn’t have to be technical expert)
  • Excellent communication skills both written and verbal
  • Ability to successfully engage with a broad range of stakeholders at all levels is essential. This includes internal and external partners / customers
  • Ability to engage credibly, confidently and positively in debate and discussion
  • Very strong inter-personal skills – ability to and passion in bringing colleagues along with them (changing with, not to)
  • A good understanding of the barriers and challenges often faced by customers in how they engage with service providers (e.g. digital confidence)

It would be great to also have:

  • Previous Public Sector Experience