1587626 - Head of Customer Service

Ministry of Housing, Communities and Local Government

£50,006 to £59,377 (London)


Are you passionate about delivering great customer service to end users?

Are you motivated by the opportunities provided by driving continuous improvement?

Are you creative, enjoy sharing ideas and turning them into actionable outcomes?

If your answers are ‘yes’ to all these questions, please consider joining us on our digital transformation journey as our Head of Customer Service.

The opportunity on offer:

We wish to hire a Head of Customer Service and offer them a greenfield opportunity to create and deliver a new customer experience for our end users. We think fantastic customer service is a combination of engaging communication, empathy and delivering a solution that meets, and where possible, exceeds expectation.

We are looking for an individual with ideas, a drive for continuous improvement that will question our current standards and offer a vision of the future.

This is a leadership role and you will be responsible for an internal team members blended with 3rd party suppliers that operate our first and second line technical support for all our department across multiple sites which cover our end user computing, digital and existing IT services.

Stakeholder management will be central to your success as you engage and manage expectation at all levels within the Department. Being visible, proactive and driving engagement will set a new standard in customer experience.

For full details regarding ‘The scope of responsibilities’, ‘The person specification’ and specific information ‘About us’, please download the full candidate pack attached to the CS Jobs advert.

Selection Process Details

At sift, we will assess:

  1. DDaT Capability: Customer service management (Level: Expert) - In your experience, what are the key elements required to deliver a fantastic end-to-end customer experience? How have you previously identified end user needs and delivered successful outcomes?

  2. DDaT Capability: Problem management (Level: Practitioner) - Tell us about a time when you have identified and classified a problem with the customer experience service / end user need, what actions did you take and what was the end result?

  3. DDaT Capability: Service focus (Level: Practitioner) - Can you provide an example of when you have partnered effectively with 3rd parties / vendors to deliver a successful outcome for the end user(s)?

All questions at interview will be based on the DDaT criteria found in the attached document.

The interview will be of a blended nature consisting of both competency and strength based questions. The strength based questions will require natural responses from the candidates. You may also be asked to prepare a short presentation, details of which will be communicated if successful at sift.

Feedback will only be provided if you attend an interview or assessment.