Deputy Head of Correspondence Casework

Job summary

We are MHCLG

The Correspondence Unit sits at the heart of MHCLG, playing a vital role in how the Department engages with Parliamentarians, members of the public and key stakeholders. Through providing timely, empathetic and high-quality responses, we promote transparency, build public trust and support a thriving democracy.

The Deputy Head of Correspondence is a leadership role within the MHCLG Correspondence Unit. You will lead a sub-team to draft and prepare responses to high volumes of correspondence relating to MHCLG policy and delivery issues, as well as manage relationships with ministerial private offices, policy teams and other key stakeholders. You will also work closely with the Correspondence Senior Leadership Team to shape the Unit’s strategic direction. The successful candidate will have excellent communication skills, and the ability to think strategically and work rapidly.

This is an exciting opportunity for a confident leader who is motivated by working at the centre of the Department and transforming how we respond to correspondence, helping the Correspondence Unit achieve its vision of becoming the highest performing and most innovative correspondence team in Government.

Job description

The role will oversee the handling of correspondence from Parliamentarians, members of the public and key stakeholders, ensuring timely and high-quality responses.
Responsibilities include:

• Setting a culture of high-performance Build and maintain strong working relationships with key stakeholders across the department, including ministerial private offices, special advisers and policy officials;
• Share insights and feedback from correspondence with policy teams to inform policy development;
• Proactively identify and anticipate surges in case volumes, developing action plans to manage demand to maintain performance;
• Use feedback and data to analyse and drive performance;
• Act as a senior escalation point for complex or sensitive issues arising within the sub-team, providing clear direction and assurance.
• Driving process improvements - Identify innovative and effective approaches to managing correspondence, including the implementation of new digital tools; Identify and embed opportunities for increased centralised drafting;
• Support the Correspondence Senior Leadership Team in defining the Unit’s operating model, including continuously improving processes and identifying best practice.
• Acting as an effective leader Lead a sub-team of around 12 team members across multiple working locations, including line management of multiple HEO Correspondence Leads;
• Establish clear, measurable objectives for team members, ensuring alignment with the wider objectives and priorities of the Unit and Department;
• Equip the team with the skills they need to produce quality and timely responses to correspondence;
• Coach and mentor staff to build capability, confidence and resilience;
• Foster a positive and inclusive working environment;
• Take an active role in recruitment, onboarding and team building.

Person specification

The role holder will be:

• A confident leader with experience of line or task management, ideally across multiple locations;
• Proactive and well organised, with the ability to manage time effectively and prioritise competing demands in a fast‑paced environment;
• Aware of policy developments and current events, and able to assess the likely impact on correspondence volumes;
• Confident in building positive working relationships with a wide range of stakeholders, with experience of working collaboratively across teams;
• A strategic thinker, able to take a longer‑term view, identify risks and opportunities, and align operational delivery with wider organisational objectives.

Essential Criteria:

• Proven experience of managing or coordinating high volumes of casework, and meeting service standards under pressure;
• Ability to understand and use of data to drive performance;
• Strong problem-solving and critical thinking skills;
• Excellent written and verbal communication skills;
• Ability to lead and motivate others to deliver shared objectives;
• Confident in using technology to support delivery.

Benefits

Alongside your salary of £44,004, Ministry of Housing, Communities and Local Government contributes £12,747 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.At MHCLG we offer many benefits that range from tailored career pathways and flexible working to MyLifestyle Staff Benefits Scheme, Childcare Vouchers, and Cycle to Work Schemes. For more information, please click here.

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

Application and Selection

The application process will be split into 2 stages, testing the following Success Profiles:

Behaviours , Experience

Please ensure your CV does not contain any personally identifiable information.

Note: We do not consider direct CV applications. All applications must be submitted via the provided application link.

Important: Your CV and Cover Letter must be merged into a single document before uploading.

Stage 1: Sift (CV & Cover Letter)

Experience: In your CV and covering letter (of no more than 1 page), please include:

a. why you are interested in the role;

b. how you meet the essential skills and experience required

Stage 2: Interview

• Behaviours: Managing A Quality Service, Changing and Improving, Leadership.

• Experience: Experience questions will be based around the essential skills and criteria as listed in the job description.

Candidates will be asked to prepare a short presentation, further details will be provided on invitation to interview. The presentation will be assesed againt experience.

Sift and Interview

Sifting is envisaged to take place the week commencing 18/05/2026.

Interviews are currently being held remotely via videocall. This could be subject to change.

How We Recruit

Find out more about our recruitment processes here.

• Applying

• Sifting

• Interview

• Interview Results & Feedback

• Reserve List

• Near Miss

• Civil Service Grades

• We are a DCS, RIS & GPTWV employer

• Reasonable Adjustments

How to Apply

Find out everything you need to know before applying here.

You must review the following information from the MHCLG Career's Site before submitting your application. This step is essential to ensure your eligibility for the role and that your application is completed correctly.

• Security Clearance Requirements

• Civil Service Nationality Requirements

• Right to Work

• Civil Service Code and Recruitment Principles

• CV Declaration

• Sponsorships

• Salary and Grade

• Existing Civil Servants

• Conflict of Interest

• Location and Flexible Working

• Fixed Term Contracts

• Internal Fraud Database

• Appeals and Complaints

Security Clearance Requirements

National Office:

London Office: + CTC

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

Security

Successful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check (opens in a new window).

See our vetting charter (opens in a new window).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.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

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

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 : Fred Smailes
• Email : Fred.Smailes@communities.gov.uk

Recruitment team

• Email : recruitment@communities.gov.uk

Further information

If you are unsure about any part of the process or require additional information about the post to enable you to progress your application, you should speak to the Resourcing team - recruitment@communities.gov.uk. Candidates can appeal at any stage of the recruitment process if they believe there has been:

a procedural irregularity

an infringement of the Civil Service equal opportunities policy

exceptional circumstances which were not notified to the interview panel which might have affected performance on the day.

It is important to note that these are appeals about the process not the decision. In the first instance, an appeal should be directed to the MHCLG Resourcing Hub at recruitment@communities.gov.uk.

If the MHCLG Resourcing Hub is unable to satisfactorily resolve your complaint, you may contact put your complaint in writing to the Civil Service Commission, Room G8,1 Horse Guards Road, London, SW1A 2HQ or by email to: info@csc.gov.uk