Executive Summary
This is a unique and exciting role as Director of Customer Experience & Service Delivery. The role provides the strategic direction and overall management of a large scale, diverse and technically complex portfolio, including a UNESCO World Heritage Site, to ensure the day to day smooth running of the 12 buildings on the House of Common estate. Responsible and accountable for the leadership of the Customer Experience & Service Delivery team, comprising around 420 staff, driving performance and putting customers at the heart of the service during a time of significant change and having a real focus on taking our services to the next level. This role carries cross-cutting responsibility for the enhancement of the ‘customer experience’. With line management responsibility for a team of 8 direct reports leading discrete business areas within the team, the role also demands commercial acumen. Total budget responsibility is in excess of £36m, income targets in excess of £10m and contract management worth over £13m per annum. Customer Experience and Service Delivery (CE&SD) comprises eight diverse teams which keep Parliament clean, safe and operational, consisting of Catering, Retail, Service Delivery, Customer Services, Porterage and Storage, Workplace Project Management, Accommodation and Logistics. In addition, CE&SD oversee bicameral contract management for a wide range of parliamentary services, such as Cleaning Services, Westminster Gym, Nursery, Hairdressers, and the Offsite Consolidation Centre.
Made with FlippingBook - professional solution for displaying marketing and sales documents online