Head of Customer Operations 25 views

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Position: Head of Customer Operations

Band: 6

Salary: £68,771 – £76,522

Location: Liverpool/Norwich/Newport/Birmingham

Term: Permanent

Hours: Full Time/Compressed

Closing Date: 17/06/2024

Are you passionate about the end to end customer journey and the experience that delivers? 

Do you have exceptional knowledge of Customer Relationship Management (CRM) and the cultural change required to embed this fully? 

Do you want to be in a senior role at the forefront of enabling CCS to use insight and best practice ways of working to impact the value we deliver? 

Come and be an integral part of customer focused change!

The Role

This role is for an exceptional individual to join the very core of the Customer Experience Directorate (CXD) and influence the operational aspects of our delivery and own the approach to Customer Relationship Management (CRM), putting the customer at the heart of CCS.

This is a senior role that requires collaborative engagement and strategic decision making to operate effectively on cross CCS initiatives such as CRM and Customer First capability.  

You will be required to represent CXD at key cross CCS touchpoints, ensuring the directorate and external customer need is at the heart of decision making and the value we provide to our customers.

Customer Experience overview

The aim of the Customer Experience Directorate (CXD) is to embed a customer first mentality across CCS, in all ways of working, and at every point of customer interaction. Ultimately, we bring the voice of the customer to CCS to help them find the right commercial solution for their needs. Our job is to inform our colleagues throughout the organisation of what’s important to the customer, for example, social value and the ‘local’ agenda, however all with the overarching aim of delivering value to UK taxpayers

An example of the breadth of scope for CXD is our work with the NHS last year to provide solutions for virtual wards. This allowed over 100,000 patients to recover at home with hospital-level care, helping speed up their recovery while freeing up hospital beds for patients that need them most.

Team Summary

The Customer Experience Directorate (CXD) owns the Customer end to end journey experience and the CXDHub team gives CCS the tools to meet customer needs through data driven, actionable insight and collaboration. This role is part of the CXD Hub – a small, diverse, dynamic team who prioritise wellbeing! You will have line management responsibilities of 3-4 team members.

Key Accountabilities:

  • Customer First Implementation (Customer Centric focus) – Identify and direct on key areas of focus for embedding the Customer First programme; research and horizon scan with the Insight Team to spot emerging trends and issues; developing the day-to-day relationships between CXD and other directorates such as Policy, Digital and Data Directorates and Procurement Operations, ensuring that a Customer First approach is embedded in CCS process and procedures

  • Be the key CXD interface for embedding the CCS approach to Customer Satisfaction

  • Customer Relationship Management  – Ensuring the application of CRM and Strategic Account Management are consistent across CXD/ Commercial/Customer Service Centre, identifying and cascading lessons learned and embedding within the CCS DNA

  • Work closely with Digital and Data directorates to ensure the seamless integration of the CRM approach with other business processes and tools

  • As a key interface between CXD and the Commercial Directorate you will be working collaboratively with Commercial Operations and Category Leads to ensure that Customer Relationship Management  is the foundation for a robust and well governed pipeline of opportunities and informs new products and services that will add value to the Customer.

  • Sales Operational support through Strategic Account Management implementation – You will provide the support for the Account Management teams for customer facing activities, providing Strategic Account Management (SAM) aid ensuring consistency in communication, CCS reputation and message

  • Corporate/project governance -Enabling good governance through ensuring that CXD commitments are met with good quality and appropriate submissions to boards including the input into value metrics and the reporting of KPIs

  • Oversee internal networks to ensure everyone is aware of CXD and the role we play in providing the voice of the customer into commercial product development

  • Work closely with Policy and Communications teams to assess and optimise the impact of policy initiatives on the customer experience and embedding change where required

  • Accountable for reviewing efficiency and handling core governance within CXD including risks and issues, ensuring compliance with CCS and Civil Service procedures and completing audits as required

  • Assist the Deputy Director of CXD and the Senior Team in management and leadership activities, including business planning, strategic change, governance and directorate management matters

Essential Criteria (to be assessed on application):

  • A strong track record of delivering targets in a cultural change environment with multiple stakeholders;

  • Enhanced knowledge of CRM and direct experience of integrating business processes

  • Ability to work collaboratively and proactively and embed change in a dynamic environment where the customer experience or journey is paramount to success

  • Strong analytical and project management skills to identify customer requirements, with an aptitude to demonstrate excellent business judgement when providing solutions

  • Exceptional negotiation and influencing skills and be an outstanding communicator; who can build and maintain strong relationships ensuring excellent reputation management


If you are shortlisted, you will also be asked to take part in a Staff Engagement Exercise (SEE). These assessments will not result in a pass or fail decision. Rather, they are designed to support the panel’s decision making and highlight areas for the panel to explore further at interview.

The SEE will take place WC 24th June.

Success Profiles(to be assessed at interview):

You will be assessed against the following Behaviours via questions and a presentation:

  • Seeing the Big Picture

  • Communicating and Influencing

  • Leadership

  • Managing a Quality Service

  • Delivering at Pace

(A link to the Civil Service Success Profiles Framework is provided below)

Success Profiles Framework

What we will offer you, here are some of the benefits you can expect:

  • Competitive salary

  • Generous pension scheme

  • A discretionary non-contractual performance related bonus

  • Working remotely in addition to working in advertised office location

  • Flexi time scheme (available for B1-B6)

  • Minimum 25 days annual leave to a maximum service related 30 days excluding bank holidays

Explore fully how we will reward your work.

Want to make a difference? Find out more about the rewarding work that we do in our candidate pack.

The Civil Service is committed to attract, retain and invest in talent wherever it is

found. To learn more please see the Civil Service People Plan and the Civil ServiceD&I Strategy.

We want to make our recruitment process accessible to everyone, so if there is any way that we can support you, please contact recruitment@crowncommercial.gov.uk

Working flexibly, delivering outcomes

 CCS is a flexible business with a smarter working model where our colleagues benefit from a mix of home and office working. Successful candidates are expected to work from one of the office locations listed. Our current office attendance approach requires a minimum of 26 days per quarter (approx 2 days per week, which may be subject to change) in CCS office locations or off site meetings with suppliers, customers, partners, networking / industry events. This is pro rata for those who work part time. Our smarter working principles mean that our people have the advantage of both office and offsite based collaboration and learning, as well as working from home. This way of working allows us to honour our commitment to being a responsible business, offer flexibility and better work life balance as well as ensuring we deliver our business with confidence and in accordance with our CCS values.

Selection Process

Candidates who are successful at sift will be contacted as soon as possible following the closing date and advised of the interview process in more detail. The sift will commence WC 17th June and interviews will be held on 4th & 5th July either at one of our offices or via video with interview times and dates to be confirmed. (Subject to change)

To find out more about our recruitment process please click here

Please note: Applicants can make use of artificial intelligence but the information presented at application must be factual.

A reserve list may be held for up to 12 months, which the Civil Service may use to fill future suitably similar vacancies across government for candidates who are considered appointable following interview. Should you be placed on a reserve list and want to be removed please contact recruitment@crowncommercial.gov.uk.

Complaints procedure

Our recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open competition as outlined in the Civil Service Commissioners’ Recruitment Principles details of which can be found at http://civilservicecommission.independent.gov.uk

 If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, you should contact recruitment@crowncommercial.gov.uk in the first instance.

If you remain unsatisfied with the response you receive you can then contact the Civil Service Commission at info@csc.gov.uk 

More Information

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