Deputy Director - Customer Experience

Education and Skills Funding Agency

Coventry or Sheffield with regular travel to London

  • Location

    Coventry or Sheffield with regular travel to London

  • Job type


  • Sector

    Central Government

  • Salary/Remuneration

    circa £80,000

  • Job ref


  • Expiry date

    08 March 2019

  • Client

    Education and Skills Funding Agency

Ref: GSe48163

Formed through merger in April 2017, the Education and Skills Funding Agency is an organisation with a broad remit and significant impact.  Not only are we annually accountable for £58 billion of funding for the education and training sector, but we are also responsible for regulating academies, further education and sixth form colleges and training providers.  Operating with considerable reach, we also deliver major capital projects and operate key services, such as the National Careers Service, the National Apprenticeship Service and the Learning Records Service.  Our business is data-rich, complex and operates across multiple channels.

As our new Deputy Director, Customer Experience, you will be responsible for ensuring that we provide an exemplary customer experience to a broad and diverse audience, defining, iteratively developing and implementing an inclusive multi-channel contact strategy that delights our customers whilst maximising business efficiency.  This will involve significant business change and you will lead the design and implementation of a new target operating model as we embark on channel shift and a digital first approach, transitioning from multiple customer service teams to a centralised function.  In addition, you will champion user centred design, educating and encouraging colleagues at all levels to place our customers at the heart of their activity.

Having performed a similar role in a large-scale, highly transactional environment, you will be a credible subject matter expert who has made a significant contribution to business performance improvement through your exceptional delivery of complex, multi-dimensional customer transformation programmes.  To this end, you will have implemented a Digital First strategy elsewhere and will have led on the successful transition to new operating models, channels and ways of working, investing in assisted digital initiatives to maximise inclusion and accessibility.

This is a senior role and you must consequently be a strategic thinker, a change agent and an exceptional leader with a reputation for establishing blended, high performing, customer focused teams in support of business operations.  Ambassadorial and collaborative, your exceptional interpersonal and communication skills will ensure that you are able to represent the Agency and our interests externally, making a positive impact at the highest levels of the organisation to achieve and sustain optimum outcomes for our customers.

Given the extent and scale of our ambitions, this is an exciting and high-profile role and we look forward to hearing from you.

Closing Date for Applications Friday 8 March 2019 @ Midnight
Preliminary Interview at our London or Birmingham or Leeds Officesw/c Monday 18 March 2019
Psychometric Assessment & Fireside Chats (FSC)Post Wednesday 27 March 2019
Final Panel Intervieww/c Monday 8 April 2019
How to Apply

To apply for this role, please submit an up to date copy of your CV, along with a Supporting Statement that addresses the criteria set out in the person specification, using examples to demonstrate how you meet the essential requirements. Please provide your home, work, mobile and email contact details and let us know of any dates when you are not available or where you may have difficulty with the indicative timetable. You should also provide the names, positions, organisations and contact details for two referees, one of whom should be your current or most recent employer. If you do not wish us to approach your referees without your prior permission, please state this clearly.

Once you have submitted your application, you will receive an automated email to confirm that you have applied. If you do not receive this email, please make contact with GatenbySanderson.

Contact details
Stephanie Wilson: 07880 382745

Phillippa Dunlop: 0203 854 2203

Daniel Hassall: 01925 419982