Senior Customer Service Leader

Job summary

This is a high-profile and business-critical leadership role within the Jobs and Careers Service Operations Directorate, offering the opportunity to influence services that support millions of people across Scotland and Northern England.

As a Senior Customer Service Leader (Grade 7), you will be responsible for the performance, delivery, and customer outcomes across multiple service delivery sites within a geographical area. You will create and sustain an inclusive, high-performing culture where colleagues are empowered to deliver excellent, compassionate, and tailored services to our diverse customer base.

Leading through others, you will drive colleague engagement, develop leadership capability, and set clear standards for performance, professionalism, and customer service. You will ensure resources are deployed effectively to achieve organisational priorities while fostering a culture of accountability, innovation, and continuous improvement.

You will provide strategic leadership and coaching to senior leaders and management teams, helping them navigate change, improve performance, and build highly engaged and effective teams. A key aspect of the role will be developing strong relationships with internal and external stakeholders, enabling collaborative solutions that deliver better outcomes for customers and communities.

This role offers a unique opportunity to make a meaningful difference to people's lives by supporting the delivery of the UK Government's employment and welfare objectives, including:

• Helping people move into work and supporting those already in employment to progress and achieve their potential.
• Delivering effective, efficient, and innovative services to millions of customers, including some of the most vulnerable members of society.
• Improving the customer experience while ensuring value for money for taxpayers.

Operating within a fast-paced and continually evolving environment, you will play a pivotal role in shaping service delivery, driving operational excellence, and leading transformational change. This is an excellent opportunity for an ambitious and inspirational leader to further develop their career while delivering real social impact at scale. Please see the attachments section for geographical areas and the sites within each area.

Please note, this vacancy is not currently eligible for new applications for Visa Sponsorship on the Skilled Worker route, for any candidates who do not currently have permission to be in the UK as a Skilled Worker where they were sponsored before 4 April 2024, even if relying on tradeable points (including the new entrant tradeable points option) as they are not included in the published Immigration Salary List. This information is offered as guidance only, and we recommend that applicants seek specialist advice.

Job description

Key Responsibilities:

• Provide strategic leadership and direction across multiple service delivery sites, ensuring the effective delivery of organisational priorities and objectives.
• Lead, inspire and develop a large, geographically dispersed workforce through senior leaders and management teams.
• Deliver outstanding operational performance, ensuring services are efficient, effective and focused on customer outcomes.
• Drive continuous improvement and innovation, identifying opportunities to improve service quality, productivity and customer experience.
• Lead transformational change programmes and support colleagues through organisational and operational change.
• Develop leadership capability across the business through coaching, mentoring and talent development.
• Build and maintain effective relationships with key internal and external stakeholders, influencing at senior levels to achieve shared objectives.
• Ensure effective workforce planning and resource deployment to meet changing business demands.
• Promote an inclusive culture where colleagues feel valued, supported and empowered to perform at their best.
• Use data, insight and performance information to inform decision-making, identify risks and drive sustainable improvements.

Person specification

Key Criteria:

• Proven experience of leading large, complex teams through change and uncertainty, creating an inclusive and high-performing culture that enables colleagues to deliver excellent customer outcomes. You will be able to demonstrate how you have inspired, motivated and developed others to achieve challenging operational objectives.
• Strong experience of building and maintaining effective relationships with a wide range of internal and external stakeholders, including senior leaders and partner organisations. You will be able to demonstrate your ability to influence, collaborate and drive progress against organisational priorities through effective partnership working.
• Experience of leading the delivery of high-quality, customer-focused services within a large and complex organisation. You will be able to demonstrate how you have successfully managed performance, resources and risk across multiple teams, locations or functions to achieve business objectives and deliver excellent outcomes.
• Exceptional communication skills with the ability to engage, influence and inspire diverse audiences. You will be able to demonstrate how you have translated strategic priorities into clear objectives, communicated complex information in an accessible way, and delivered challenging messages with confidence, clarity and sensitivity.
• Experience of identifying opportunities to improve organisational performance, drive innovation and deliver sustainable change. You will be able to demonstrate how you have used data, insight and sound judgement to inform decision-making, improve services and achieve measurable business outcomes.

Behaviours

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

• Leadership
• Seeing the Big Picture
• Working Together
• Communicating and Influencing

Benefits

Alongside your salary of £57,946, Department for Work and Pensions contributes £16,786 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).

DWP have a broad benefits package built around your work-life balance which includes:

• Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
• Generous annual leave – at least 23 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave.
• Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
• Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
• Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.
• Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
• An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.

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 and Experience.

Stage 1 – Application

Initially you will be asked if you have the right to work in the UK and meet Civil Service nationality requirements and your personal details. (if you are successful after interview you will be asked to provide documentation to prove this. This will include proof of ID, including photo ID or equivalent biometric passport/share code and proof of address).

For more information on job nationality requirements and the right to work in the UK, see the Civil Service Nationality rules Civil Service recruitment: nationality rules - GOV.UK and the UK Visas and Immigration rules UK Visas and Immigration - GOV.UK.

Stage 2 - A name blind CV

We will ask you to provide your CV in an anonymised format. This will remove information that could identify you, such as your name, age or gender. The CV is an on-line tool accessed through the Civil Service Jobs site and there is no requirement to upload your personal CV.

Our CV element is short, and allows an initial check of eligibility, so please put the main content of your evidence and skills in your Personal Statement. Your CV allows you to summarise your education, work history, skills and experience which relate to the job you are applying for. Your CV will not be assessed.

Stage 3 - Personal Statement

The written sift will be conducted using evidence from your responses to the following key questions:

Q1. As a Senior Leader, how have you led and inspired multiple teams, across multiple locations, to deliver exceptional outcomes? Please include the key complexities, challenges and tensions you faced. (300 words)

Q2. During a period of change, how did you ensure service quality was maintained? Please include how you managed variation across different sites, deployed your resources and ensure your leadership teams felt supported. (300 words)

Q3. How have you influenced a diverse range of senior stakeholders to drive strategy, which delivered against key business objectives? (300 words)

Within your Personal Statement please answer each of these three questions, using no more than 300 words in response to each individual question. Please note anything over the 300 words per question will not be assessed. Please ensure you fully consider the Key Criteria, above, when answering these questions.

Stage 4 - Assessment Centre

Shortlisted candidates will be invited to attend an assessment centre. This will be a face to face session in Newcastle, with sessions expected to begin at the earliest during week commencing 9 November 2026.

More information regarding the assessment centre will be issued to those candidates who are invited to attend.

The Civil Service uses a Behaviour Framework to assess candidates’ knowledge and skills.

If you require any reasonable adjustments to attend the assessment centre, please ensure you state this on your application form when asked to do so.

Sift and interview dates to be confirmed.

Visa Information

We strongly recommend that applicants consult with an immigration specialist or qualified advisor to assess their eligibility for Visa Sponsorship before deciding to apply. Please note that while we consider sponsorship requests in accordance with current DWP guidance and Home Office policy, sponsorship cannot be guaranteed.

Further Information​

At the Department for Work and Pensions (DWP) we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.

Find out more about working for DWP on the DWP Careers Hub.

Reserve List

A reserve list may be held for a period of 3 months from which further appointments can be made.

If you are placed on a reserve list but we cannot immediately offer you a post, please note:

• If you are later offered the role you applied for, in a location you have expressed a preference for, and you decline the offer or are unable to take up the post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances (e.g. a contractual Part Time Working Pattern cannot be accommodated in the initial role offered or in cases of serious ill health).
• If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list.

Disability Confident Scheme

If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards.

Reasonable Adjustments

We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.

If you need a change to be made so that you can make your application, you should contact the Government Recruitment Service via DWPRecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the “Reasonable Adjustments” 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 interview, or if you’re deaf, a Language Service Professional.

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

Integrity, plagiarism and Civil Service Principles

The Civil Service values honesty and integrity and expects all candidates to abide by these principles.

Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words.

Examples of plagiarism can include:

- Presenting the work, ideas and experience of others as your own

- Copying content or answers from an online or published source that is not your own

Disclosure and Barring Service and Internal Fraud Database Checks

To process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service or Disclosure Scotland on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

If successful and transferring from another Government Department, a criminal record check will be carried out.

Important

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

Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. If you are a current employee and are successful you must be able to be released from your current post within four weeks.

Those on protected TUPE/ COSoP terms and conditions applying on promotion or voluntary permanent level move will adopt DWP’s Terms and Conditions and this may have a different impact on pay and allowances. Please review this prior to acceptance of a role.

Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing. Accepting a post will be taken to mean acceptance of revised terms & conditions.

Civil Servants applying on promotion will usually be appointed to the salary minimum or within 10% of existing salary.

Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may, however, be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at the Childcare Choices Website.

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.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

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 : uc.scotlandrecruitment@dwp.gov.uk
• Email : uc.scotlandrecruitment@dwp.gov.uk

Recruitment team

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

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DWP by email: HR.BUSINESSASSURANCE@DWP.GOV.UK.
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Click here to visit the Civil Service Commission.

Attachments

CS_Behaviours_2018 Opens in new window (pdf, 1043kB)DWP Terms and Conditions January 2024 Opens in new window (docx, 49kB)Success-Profiles-Candidate-Overview Opens in new window (pdf, 635kB)Districts and Sites list Opens in new window (docx, 23kB)