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Job summary

Job Purpose

As a Customer Relations Manager, you will manage the Customer Relations team that deal complaints and complex correspondence and provide responses to customers by email, letter and telephone.

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 through providing clear direction as well as visible and motivational leadership to your team, who are responsible for dealing with requests for complex advice and guidance about running and managing a charity in addition to resolving customer complaints about our service. You will act as a central point of contact, drafting clear, impartial, evidence-based responses to the public, or the Public Service Ombudsman.

You will drive a high performance and customer ethos within the team, ensuring clear goals and targets are in place at both team and individual level to achieve key performance indicators and strategic priorities. You will also be responsible for creating an environment of continuous learning and development, where your team feel empowered to take responsibility for problem solving and demonstrate high advisor confidence in decision making.

You will proactively identify and develop policy, process, system and online content to improve customer experience, customer journey and customer expectations. You will work collaboratively and flexibly with colleagues across the directorate and the wider Commission to achieve an effective, joined up approach to how we manage incoming casework and the delivery of our business plan.

Job description

Key Responsibilities:

1. Casework Management: Independently manage a complex caseload, investigating issues and resolving complaints within strict statutory or internal Service Level Agreements
2. Stakeholder Communication: Act as a central point of contact, drafting clear, impartial, evidence-based responses to the public, or the Public Service Ombudsman.
3. Data and Reporting: Log, track, and analyse complaints on internal case management systems to identify structural issues and report on themes/trends to senior management.
4. Service Improvement: identify opportunities for continuous improvement in customer experience as well as driving internal efficiencies in process.
5. Work collaboratively with the management team to achieve and maintain appropriate standards, fully implementing the quality assurance framework – capturing feedback and learning to enable and drive continuous improvement.
6. Provide feedback to relevant business areas to implement corrective changes and improve future policy and operational delivery.
7. Escalations: Handle contentious or complex cases, including dealing with persistent complainers using established escalation policies.
8. Manage a team of customer service staff, providing clear direction and visible and motivational leadership. Conduct regular 121’s with team members ensuring they have stretching objectives, are appropriately trained and supported, have access to technical support and are empowered to make decisions and effectively deliver within their skill set.
9. Drive a high performance and customer service ethos with a focus on delivering quality interactions and accurate advice. Ensure the team maintain accurate and complete casework records, that the Commission’s standards for record management and information security are met and that the Commission’s standards are effectively performance managed and quality assured.
10. Manage queue performance within either the correspondence or customer relations team in line with department KPIs, ensuring correspondence and complaints are responded to within timescales. Work collaboratively across the team to react to peaks and troughs in incoming work, making resourcing decisions that best support the department to achieve its targets.
11. Proactively work with others to drive delivery of the Commission’s purpose and wider objectives. Be the ‘voice of the customer’ by reporting on themes identified through correspondence and complaints to influence and drive positive internal change.

Person specification

Person Specification

Essential Criteria

Ability:

• Highly collaborative with strong interpersonal skills and a strong ability to motivate and engage.

• Adaptable and resilient with the ability to operate at pace.

• Excellent influencing skills to engage others and work effectively across key stakeholders and Commission staff.

Experience:

• Experience of developing and leading a high performing team.

• Experience handling contentious public-facing issues, casework, or complex complaints.

• Strong analytical, written, and oral communication skills.

• Improving the customer journey and user satisfaction in a professional environment and across different channels.

• Experience of managing a large workload with evidence of planning and prioritising competing demands to ensure performance targets and deadlines are met.

• Demonstrable experience of ability to grasp complex casework or legal concepts, and use this to draw objective risk-based conclusions; setting proportionate actions that meet business needs and resources

Technical:

• Anticipate, investigate and resolve problems in systems, processes and services.

• Knowledge of best practice in applying quality frameworks to decision making.

• Handling 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:

• Seeing the Big Picture
• Changing and Improving
• Leadership
• Managing a Quality Service

Benefits

Alongside your salary of £44,027, Charity Commission contributes £12,754 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.

We operate a flexible hybrid working policy where office attendance is combined with at least 3 days homeworking per week dependent on role 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 28.97%), 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.

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, Ability and Experience.

After submission of the first stage of your application you will be invited to complete a Civil Service Verbal Test, Civil Service Management Judgement Test. If you successfully pass the test, you will be invited to complete the final stage of the application.

Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23:55 on 11/08/2026. If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.

You will be directed to the Talogy - True Talent – Scheduled Maintenance Window Webpage for online tests during an outage.

Please note: Our online test supplier will be performing scheduled maintenance between BST 3 p.m. and midnight (ET (US Eastern) 10am-7pm) on the 02/08/2026 and 12 midday - 1 p.m. and 4 p.m. - midnight on 09/08/2026. You will be unable to access tests during this period.

If you are in the middle of a test when the maintenance begins, your progress will be paused. You will be able to resume your test from where you left off via your application centre once the downtime has ended. Please note that you will not be able to launch any new tests while the system is offline.

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 scenario at interview and we will assess you against Strengths the following Behaviours at interview:

• Seeing the Bigger Picture
• Changing and Improving
• Leadership
• Managing a Quality Service

Interview Arrangements

Interviews will be taking place face to face in Liverpool

The sift is due to take place on the 11/08/2026

Interviews will be taking place on 20/08/2026 & 21/08/2026

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 Civil Service Behaviours Framework 2018 (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 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

Customer Relations Manager Opens in new window (pdf, 196kB)Benefits Opens in new window (pdf, 169kB)