Customer Service Supervisor, HEO, Perm, Liverpool.

Job summary

Key Purpose

The Customer Service department is made up of our Contact Centre, Complex Correspondence and Customer Relations teams. Together these three teams deal with over 100,000 customer contacts by telephone, email and letter every year.

As a Customer Service Supervisor in the Complex Correspondence team, you will ensure the quality, accuracy, and speed of responses to customers, by providing day-to-day supervision of the complex correspondence team and support to the Customer Relations team and Contact Centre. You will provide direction, feedback and advice to a team of advisors who are responsible for dealing with requests for advice and guidance from trustees about running and managing their charity and to members of the public who may wish to raise concerns about how a charity is operating.

You will ensure that we provide high quality advice and excellent customer service to the Commission’s customers so that we can support charities to deliver their charitable purpose. You will do this by inspiring and motivating your colleagues to understand and take ownership of customer queries so we can resolve customer queries at the first point of contact. You will ensure queries are answered to agreed standards and timelines and handle escalations, including some complaint work, by telephone and in writing.

You will also be responsible for supporting an environment of continuous learning and development. You will conduct quality reviews of interactions with customers, providing constructive feedback to staff as well as identifying and sharing information on trends with the Customer Service senior team.

Job description

Key Responsibilities

1. Operational Service Delivery - Managing the day-to-day operation and ensuring service delivery objectives are achieved across all customer contact channels. Monitor performance against agreed service standards, customer commitments and operational targets, taking appropriate action were performance falls below expectations.
2. Team Leadership & People Management - Lead, motivate and develop Customer Service Advisors, creating a positive and inclusive working environment. Conduct regular performance reviews, provide coaching and feedback, manage employee wellbeing, and support the development of team capability and resilience.
3. Customer Service Excellence - Promote a customer-focused culture that delivers a professional, efficient and empathetic service. Ensure customer interactions are handled consistently and in line with organisational standards, service commitments and accessibility requirements.
4. Quality Assurance & Compliance - Ensure customer service activities comply with legislation, regulatory requirements, organisational policies, data protection obligations, and service standards. Oversee quality assurance processes to maintain high standards of customer interaction and operational consistency.
5. Workforce Planning & Resource Management - Manage workforce planning, scheduling and resource allocation to ensure appropriate staffing levels are maintained. Monitor demand patterns, forecast workload requirements and deploy resources effectively to meet customer needs and operational priorities. This may include supporting other Regulatory Service teams with operational support in other workstreams.
6. Stakeholder Engagement - Develop and maintain effective working relationships with internal departments, operational delivery teams, senior leaders and external partners. Collaborate across business areas to resolve service issues, improve processes and support organisational objectives.
7. Data Analysis & Performance Reporting - Analyse operational data, customer feedback, management information and performance metrics to identify trends, risks and opportunities for improvement. Produce reports and recommendations to support informed decision-making and service enhancement.
8. Continuous Improvement & Change Management - Drive continuous improvement initiatives that enhance customer experience, improve efficiency and strengthen service delivery. Support the implementation of new processes, technologies and organisational change programmes, ensuring teams are effectively engaged and prepared.
9. Decision Making & Problem Solving - Make informed operational decisions based on performance data, policy, guidance and customer needs. Identify operational risks, resolve complex service issues and implement practical solutions to maintain service continuity and performance.
10. Customer Escalations & Service Recovery - Manage complex customer escalations and service recovery situations professionally and effectively. Provide oversight and guidance on sensitive or high-profile cases, ensuring appropriate resolutions are achieved and customer confidence is maintained.
11. Systems & Records Management - Ensure accurate and timely maintenance of operational records using telephony platforms, CRM systems, workforce management tools and Microsoft Office applications. Maintain data integrity, reporting accuracy and audit compliance across all service activities.

Person specification

Essential criteria

Ability:

• Strong written and verbal communication skills and presentation skills
• Ability to lead, motivate and develop staff
• Ability to develop and maintain excellent relationships with stakeholders
• Ability to anticipate, plan for and prioritise competing demands to ensure service delivery is maintained
• Strong analytical skills and sound judgement to evaluate information and respond appropriately.

Experience:

• Experience of working in a fast-paced customer focussed environment
• Experience of supporting and developing staff
• Experience of resolving issues and/or providing alternative solutions
• Experience of handling challenging customers and de-escalating emotionally charged situations.

Technical:

• Strong customer service skills
• Research and interpret guidance or legislation to support staff and respond to customers queries
• Handle data and information sensitively in accordance with the business procedures and/or law.

Behaviours

We'll assess you against these behaviours during the selection process:

• Making Effective Decisions
• Communicating and Influencing
• Working Together
• Delivering at Pace

Benefits

Alongside your salary of £36,446, Charity Commission contributes £10,558 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

This is your chance to make a contribution that really matters and to make an impact in an organisation where your voice will be heard and your hard work noticed.

Watch this short video to find out more about us. short video

We operate a flexible hybrid working policy where office attendance is combined with homeworking days dependent on role and corporate requirements.

We recognise everyone as an individual, accepting people for who they are and treating everyone fairly. We welcome the unique contribution diverse applicants bring from all backgrounds and we aim to have a workforce that represents the wider society that we serve. We champion inclusion and wellbeing, aiming to create a workplace where everyone feels valued and has a sense of belonging.

We do not discriminate on the basis of culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor.

We offer access to the highly competitive Civil Service Pension Scheme (employer contributions of 27.1%), far more than in the private sector, and a flexible, family-friendly environment. Additionally, you can look forward to other great benefits via our ‘Perkbox’ and ‘Edenred’ schemes. These include everything from an interest-free season ticket loan and bicycle loan (after two months) to discounts on gym membership, cinema tickets and restaurants. Please see the attached Charity Commission benefits document.

A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30 days per year.

The Charity Commission’s operational ambition is to realise the Commission’s values of being an expert regulator that is fair, balanced, and independent, which works in a way that is supportive, collaborative, and innovative to achieve our ambitions. We want to develop our capability to regulate charities to realise this goal and meet our statutory and public duties to ensure that charity in England and Wales can deliver maximum benefit to society in a way that upholds its reputation in the eyes of the public.

Work at the Charity Commission and you’ll make a difference every day to:

• The 170,000 charities of all shapes and sizes that we regulate across England and Wales.
• The trustees we partner with and advise.
• The people and causes that benefit from the £10bn generously donated each year by the public.

Find out more about working for us here.

To note: Any move across the Civil Service on or after 4 October 2018 may have implications on an employee’s ability to carry on claiming childcare vouchers.

Visa Sponsorship

Please note that we are currently unable to offer Skilled Worker Sponsorship. Candidates must ensure they have the appropriate right to work in the UK before applying.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

To apply for this post, you must complete an online application with the following:

• A blind CV setting out your Job History/Full Qualifications/Previous skill and experiences.
• A Personal Statement (maximum 750 words) demonstrating how you meet the essential criteria for the role outlined on the Job Description.

We will assess your CV and Personal Statement against the Essential criteria for the role.

We will ask you to carry out a Presentation at interview and we will assess you against strengths and the following Behaviours at interview:

• Making Effective Decisions
• Communicating and Influencing
• Working Together
• Delivering at Pace

Interview Arrangements

Interviews will be taking place face to face.

The sift is due to take place on the 27/11/2026

Interviews will be taking place in our Bootle, Liverpool office on 08th and 9th December 2026

We will try to meet the dates set out in the advert. There may be occasions when these dates change. You will be provided with sufficient notice of the confirmed dates.

At the interview, the panel can then probe further and ask applicants to provide further specific examples that show how they best demonstrate their skills.

We reserve the right to raise the score required at any stage of the process to manage numbers.

Behaviours

The distinguishing Behaviours (the required skills, knowledge, and behaviours) for this role are set out in the Success Profiles: Civil Service behaviours (Success Profiles - GOV.UK (www.gov.uk)) and should be referred to when making this application.

You are required, under the Behaviours approach, to describe how you have dealt with a specific situation.

You must give evidence of your knowledge, skills, and behaviours and how you have applied this, such as what you did or said and how you interacted with other people.

When you are giving your examples, do not spend too many words on description and background information. Avoid using general or unspecific statements. Instead say what the situation was, what you did, what your thought process was and what was the result.

This post is full time however those applicants who do or wish to work an alternative working pattern are welcome to apply. The preferred working pattern may or may not be available. You should discuss this with the vacancy holder.

Reasonable Adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled persons, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

• Contact Government Recruitment Service via Charitycommissionrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
• Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at an interview, or if you’re deaf, a Language Service Professional.

Reserve Lists

If we have more successful candidates than available vacancies, we will hold a 12-month reserve list as standard.

During that time, we may use the list to fill the same, or similar roles with closely matching essential criteria, without further testing of merit. Any appointments from the Reserve list will be made in strict merit order.

Applying

We recognise everyone as an individual, accepting people for who they are and treating everyone fairly.

All applications for these vacancies must be made online. There are limited exceptions to this. Paper applications will only be considered if you have a disability that will prevent you from applying online. If this is the case, please email Charitycommissionrecruitment.grs@cabinetoffice.gov.uk

Once you have submitted your application it cannot be amended; only submit your application when you have completely finished and answered all the relevant questions.

Please note that late applications will not be accepted.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

New entrants are expected to join on the minimum of the pay band.

Feedback

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

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) 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 (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Jenny Stewart
• Email : Recruitment@charitycommission.gov.uk

Recruitment team

• Email : charitycommissionrecruitment.grs@cabinetoffice.gov.uk

Further information

The Charity Commission’s recruitment processes are underpinned by the Civil Service Commissioner’s Recruitment Principles, which outlines that selection for appointment is made on merit based on fair and open competition.
If you feel your application has not been treated in accordance with the values in the Civil Service Code and/or if you feel the recruitment has been conducted in such a way that conflicts with the Civil Service Commissioner’s Recruitment Principles, and wish to make a complaint, then you should contact in the first instance hrselfservice@charitycommission.gov.uk.
If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web page here.

Attachments

HEO Customer Services Supervisor Opens in new window (pdf, 410kB)Charity Commission Benefits Opens in new window (pdf, 167kB)