Connecting Talent to opportunity

Connecting Talent to opportunity

Deputy Director, Improving Customer Experience

Expired

Job Description:

Job summary

As one of two Deputy Directors for Improving Customer Experience, you will lead a highly motivated team who are passionate and ambitious about what they do. The team has around 80 colleagues with 8 G6 team leaders. Mainly based in London, the Northwest and Northeast. 

The portfolio covers a number of important areas which include elements of strategy, policy, customer insight generation, data analysis and customer driven change. 

Key Responsibilities: 

  • Working across HMRC to build a customer culture including by embedding HMRC’s Charter into the organisation.
  • Creating the customer guard rails for change and building a strong keyholder function that ensures the guard rails are adhered to in change initiatives.
  • Strengthening how CIDD uses data to prioritise the use of its resource and measurably improve customer experience and reduce customer cost. 
  • Leading the team that ensures new policy is impacted from a customer perspective and provide expert support to policy teams, securing better outcomes for customers.
  • Leading on HMRC's public sector equality duty including projects to ensure that our policies and processes are fair and equal to all customers.
  • Leading on HMRC-wide work to embed our strategy and key principles of support for customers who need extra help, including taking forward organisational learning from some sensitive investigations into HMRC’s interactions with customers.
  • Leading geographically dispersed, high performing teams. Driving and maintaining high levels of colleague engagement and championing diversity and inclusion in all aspects of the team and its work.
  • Leading on HMRC-wide work to embed our strategy and key principles of support for customers who need extra help, including taking forward organisational learning from some sensitive investigations into HMRC’s interactions with customers.
Person specification

An experienced leader, you will need to work, often at pace, with stakeholders and delivery partners across multiple disciplines and functions in a connected, collaborative way to embed a  customer culture and drive customer-focussed improvements

Essential Criteria:

  • Excellent stakeholder management skills with a proven ability to influence at senior levels and evidence of impact in large, complex organisations
  • Inspirational leadership skills with a proven ability to nurture and build capability, embedding a strong culture of inclusivity, within and across teams
  • Experience of building strong internal and external partnerships across organisational boundaries, with a proven ability to deliver through and with others to achieve challenging or new outcomes
  • Track record of delivering at pace whilst managing a diverse portfolio
  • Demonstrable experience of cultural or organisational change with evidence of  supporting continuous improvement
  • A customer orientated mindset, you will be able to ‘think outside of the box’ to deliver strategic shifts in thinking that can be translated into practical choices for future strategy development and implementation  
  • Experience of improving customer experience using data and insight is desirable.
Benefits

Whatever your role, we take your career and development seriously, and want to enable you to build a successful career with the department and wider Civil Service. 

It is crucial that our employees have the right skills to develop their careers and meet the challenges ahead, and you’ll benefit from regular performance and development reviews to ensure this development is ongoing. 

As a Civil Service employee, you’ll be entitled to a large range of benefits.

This includes:

  • 25 days annual leave on entry, increasing on a sliding scale to 30 days after 5 years’ service. This is in addition to your public holidays.
  • Interest-free loans allowing you to spread the cost of an annual travel season ticket or a new bicycle.
  • A competitive contributory pension scheme that you can enter as soon as you join and where we will make a significant contribution to the cost of your pension. Your contribution comes out of your salary before any tax is taken and will continue to provide valuable benefits for you and your family if you are too ill to continue to work or die before you retire.
  • Flexible working patterns and access to Flexible Working Schemes allowing you to vary your working day as long as you work your total hours.
  • Generous paid maternity and paternity leave which is notably more than the statutory minimum offered by many other employers.
  • Use of onsite facilities (where applicable).
  • Occupational sick pay.
Things you need to know Selection process details

Application:

To apply for this post, you will need to complete an online application by submitting the following:

  • A CV setting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years.
  • A Statement of Suitability (no longer than two pages) explaining how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with reference to the criteria in the person specification.
  • By not submitting a CV and a Statement of Suitability will mean we only have limited information to assess your application against the person specification. Please ensure both documents contain your full name.
  • If you encounter any issues with your application or don’t receive an acknowledgement within 48 hours, please contact [email protected] 

Guaranteed Interview Schemes

  • Candidates applying under the Disability Confidence Scheme are guaranteed an interview if they meet the minimum criteria outlined in the person specification. 
  • This scheme works in conjunction with the Great Place to Work for Veterans, for former members of the armed services, and the Redeployment Interview Scheme for existing Civil Servants at risk of redundancy. Each scheme works in the same way.
 
  • Job Type

    Permanent, Full Time

  • Additional Salary Info

    £73,000 - Nationwide, £76,500 - London. Standard pay rules apply to existing Civil Servants

  • Work Authorisation

    No

  • Industry Sector Public Sector & Services