Head of Customer Service

Ministry of Housing, Communities & Local Government

Closing date: 24 Jun 2018

Reference number



£50,006 to £59,377 (London)


Grade 7

Contract type


Business area


Type of role


Working pattern

Flexible working, Full-time, Job share



Number of posts




About the job

Job description

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 ‘Head of Customer Service’ candidate pack via the hyperlink at the bottom of this page.


Successful candidates for roles based in our 2 Marsham Street building must meet the security requirements before they can be appointed. The level of security needed is Security Check and the process can take up to 8 weeks to complete.

You are therefore required to complete the attached Annex A form (PART A ONLY) and either email the signed version directly to hrsharedservices@communities.gsi.gov.uk. Alternatively, you can post the completed form to MHCLG HR, Ground Floor, Rosebrae Court, Woodside Ferry Approach, Birkenhead, CH41 6DU. This will be processed in cases only where the candidate should be successful in applying for the post. The remainder will be securely destroyed.

Please note that successful candidates will need to pass the Security Check – this requires you to have been resident in the UK for the past 5 years. Please refer to the attached document “MHCLG Notes on Security Clearance” for further information on Security Check (SC). Thank you.



Civil Service pension schemes may be available for successful candidates.

Things you need to know


Successful candidates must pass a disclosure and barring security check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check.

Nationality statement

Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules.

If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.

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 DDaT Framework 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.

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.


Candidates in their probationary period are eligible to apply for vacancies within this department.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Terms & Conditions

• The salary for this role is £50,006 to £59,377 (London), in exceptional circumstances, a salary of up to £1,000 higher might be available.

• For existing civil servants, the usual policy on level transfer and promotion will apply and is non-negotiable.

Apply and further information

Contact point for applicants

Name: Dave Baldwin
Email: dave.baldwin@communities.gsi.gov.uk
Phone: 0303 444 2495

Sift/interview dates and location

Sift to be completed W/C Monday 25th June 2018 with interviews provisionally scheduled for W/C Monday 2nd July 2018 at 2 Marsham Street, London.

Further information

In the event that we identify more appointable candidates than we currently have posts available, we will hold applicant details on a reserve list for a period of 12 months from which further appointments can be made. Candidates placed on a reserve list will be informed of this. Due to the length of time CTC checks can take, our HR Shared Services team will contact reserve list candidates for London based roles to commence CTC checks. Those candidates who do not wish to remain on the reserve list should contact recruitment@communities.gsi.gov.uk to be removed from the reserve list.

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