Customer Service Director

7 days left

Andrea Trainer
This post will be located on the Parliamentary Estate.
The salary for this role will be between £69,000 and £95,964 per annum.
14 Aug 2019
28 Aug 2019
Contract Type

The House of Commons and the iconic Palace of Westminster are key elements of the UK Parliament. 2800 staff work behind the scenes at the House of Commons, supporting the democratic process. They are politically impartial and take great pride in the vision and values which guide their work. The Customer Team supports the delivery of the House Service Strategy, with the goal of the team to make it easier for the customers to communicate and feedback - listening to them and seeking their perspective. 

As part of a wider transformation programme, the focus of the team will be to continue to move to the organisation to one that feels very different for the customer. Reporting into the Head of the Governance Office and managing a team of five, the remit of the role will be to deliver design, embed and deliver new pathways, using customer data to map customer journeys in order to drive improvement. This is an influential role where you will be afforded the opportunity to establish and embed a set of customer-centric systems that puts the customer at the heart of UK democracy.

We are looking for a creative and tenacious leader with experience in the setting and bringing to life of customer strategies at scale. The Director will be well versed in the utilisation of innovative tools and methodologies to seek customer feedback and be skilled in influencing and negotiating effectively at board level, bringing to bear outstanding interpersonal skills and making the complex, simple. Candidates will possess demonstrable experience in making significant and tangible improvements to customer service within a complex stakeholder environment. 

Inclusion & Diversity

The House of Commons has a full Diversity and Inclusion Strategy outlining our aims until 2021. Please refer to the full strategy here:

You can learn more about the role and how to apply via our microsite:

For an informal, confidential discussion please contact Green Park, our retained executive search partner and speak to either Andrea Trainer or Darra Power-Mooney on 0203 145 3992 or Ben Bond on 0207 399 3996.

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