In this role, you'll lead the day to day delivery of the Customer Team, ensuring customers receive a professional, timely, and consistent service. You'll provide leadership and support to the team, manage performance, oversee service delivery against agreed standards, and act as the senior escalation point for complex complaints and customer issues. Working closely with operational leaders and stakeholders, you'll use customer insight, feedback, and performance data to identify trends, improve services, and enhance the overall customer experience.
You'll be responsible for ensuring effective processes, governance, and controls are in place across customer operations, including records management, data protection compliance, reporting, and risk management. You'll work collaboratively across the organisation to understand customer needs, address service challenges, and support continuous improvement initiatives. As a leader, you'll coach and develop team members, champion wellbeing and inclusion, and create an environment where colleagues can perform at their best.
You'll be accountable for the performance and effectiveness of the Customer Team, ensuring services are delivered to a high standard and contribute to organisational objectives. This includes maintaining compliance with relevant legislation, policies, and procedures, safeguarding organisational data, providing accurate management information and customer insights, and driving improvements that strengthen service quality and customer satisfaction. You'll play a key role in fostering a customer focused culture and ensuring lessons learned from customer feedback are translated into meaningful action.
Salary
New entrants to the Civil Service are expected to start on the minimum of the pay band. Internal rules apply to existing Civil Servants, i.e. level transfers move on current salary or the pay range minimum, transfers on promotion move to new pay range minimum or receive 10% increase. Either case is determined by whichever is the highest.
This role is being advertised at SEO Grade which has a salary of £46,689.
Working hours:
Standard working week is 37 hours, part time at 30 hours or above, flexible working hours policy available
Office Attendance
This role is contractually based at our office in Bristol, 10-minute walk from Temple Meads train station. We recognise and value the mutual benefits of hybrid working and have a flexible approach to in person attendance, which can vary dependent on the requirements of individual business units - the details of which can be discussed with candidates if invited to attend an interview. Excitingly, we're relocating to a brand new office in December, while maintaining excellent transport links with Bristol Temple Meads station still just a 10 minute walk away.
