Retirement Services Director

Department for Work and Pensions

This role could be based in the following DWP hub locations: Birmingham, Blackpool, Cardiff, Glasgow, Leeds, Manchester, Newcastle-upon-Tyne, Sheffiel

  • Location

    This role could be based in the following DWP hub locations: Birmingham, Blackpool, Cardiff, Glasgow, Leeds, Manchester, Newcastle-upon-Tyne, Sheffiel

  • Job type


  • Sector

    Central Government

  • Salary/Remuneration

    Circa £115,000

  • Job ref


  • Client

    Department for Work and Pensions

Ref: GSe79242

This is a fantastic opportunity to work in the largest Civil Service Department that touches the lives of citizens across the breadth of the UK. What we do matters. We serve over 22 million customers a year - we keep children out of poverty; we help people without jobs to find work so that they can support themselves and their families; we ensure the most vulnerable in society are protected.

The last 15 months have been challenging ones, but the Department for Work and Pensions (DWP) has played a huge part in supporting the Government’s response, and has been at the heart of supporting those who are most vulnerable and affected by the crisis. DWP delivered a range of measures through the welfare system amounting to £9.3bn of additional support.

Reporting to the Director General, Service Excellence, the Retirement Services Director leads one of DWP’s most significant operational portfolios, providing pensions, benefits and retirement information for current and future pensioners in the UK and abroad, including some of the most vulnerable people in society. The team also hosts the Visiting Service for vulnerable customers who are unable to access services through mainstream channels.

With direct responsibility for a geographically dispersed workforce of more than 5,000 people, this role is responsible for working with their team to set the strategic direction for Retirement Services, and to lead delivery of an exceptional service for customers. The role is also be responsible for the development, inclusion and growth of people within the Directorate, and providing collective and strategic leadership as part of the Service Excellence Executive Team, covering more than 25,000 colleagues nationwide. Given the nature of the portfolio, you can also expect significant senior executive and ministerial engagement, as well as considerable interaction with external stakeholders.

The role will also provide visible, innovative and creating leadership to the programme to transform the way we deliver our services in line with the DWP’s Service modernisation plans.

This is a role that calls for a strategic thinker who leading a complex transformation to make sure our services are fit fir the future and meeting the needs of our millions of customers, whilst also making sure day to day operations have the customer firmly at the heart of delivery.

The mission of DWP, the value it adds to society and the sheer scale and ambition of the Service Excellence Group mean this has the potential to be a career defining role for the right candidate. We are looking for an inspirational leader with a track record of service delivery in a large scale and complex customer facing business, with a passion for customer service and a track record of delivering service transformation whilst building great relationships, who is excited by the scale of this challenge. If this sounds like you, we would love to hear from you.

Please contact our recruitment partners GatenbySanderson for an informal discussion:

Recruitment Timetable

Closing date
23:55pm on Friday 5 November

Long listing
w/c 8 November 2021

Short listing
w/c 22 November 2021

w/c 29 November & 6 December 2021

Final panel
16 December 2021

How to Apply

  • Please submit your CV along with a Supporting Statement addressing the person specification criteria, evidencing how you meet the criteria.
  • Detail any employment or education gaps.
  • Be ready to provide the names, positions, organisations and contact details for two referees; one should be your current or most recent employer. Referees will be contacted for those proceeding to final stages. We will always gain your permission before we contact referees.
  • Let us know any difficulty you may have with the indicative timetable.
  • Check that your contact details are correct before you submit.

Once you have submitted your application, you will receive an automated email confirmation. If you do not receive, please email