Customer Service Director

Rural Payments Agency

Any RPA Office: Carlisle, Crewe, Exeter, Leeds, Newcastle, Nottingham, Reading, Worcester, Workington, York

  • Location

    Any RPA Office: Carlisle, Crewe, Exeter, Leeds, Newcastle, Nottingham, Reading, Worcester, Workington, York

  • Job type


  • Sector

    Central Government

  • Salary/Remuneration


  • Client

    Rural Payments Agency

Ref: GSe89613

The Rural Payments Agency (RPA) is committed to world class farming and land management for the environment, food, and rural resilience. We are a voice for farmers and land managers, we encourage sustainable and profitable farming, and are a delivery agency for Defra’s landmark 25 Year Environment Plan. We play a critical role by ensuring we support a thriving rural economy through delivering our Agricultural Policy schemes, which provide support and services focused on helping economic growth in the food and farming industry.

This is an an exciting time to join RPA and the Defra group, as we continue to deliver our ambition to radically reform the way we work and create a great place for living.

We are now looking for a Customer Service Director to play a key strategic and operational leadership role at the RPA, with responsibility for the development, continuous improvement and delivery of excellent customer service and the strategic development of operational requirements, process, and technology, to deliver key service outcomes for RPA customers.

To be successful as our new Customer Service Director, you will need to be an experienced, empowering and inclusive team leader, able to build our capability, and to really make sure we understand ‘what good looks like’ so that we can deliver excellent service to our many customers. To do this well, you will need to bring a track record of getting to understand the needs of customers and the journeys they take when engaging with an organisation like ours. As a relatively new role, you will need to bring excellent relationship management skills and an ability to convince, persuade and influence a wide cross-section of colleagues in the organisation as we continue to develop our customer approach in this complex and highly regulated environment.

Your personal qualities will be just as important as your professional background. Having a positive, inclusive and authentic organisational culture is at the core of what we do, and you will be a transformative, data driven leader who can take people with them by being committed to inspiring and empowering people at all levels. You will need to be able to connect with people regardless of their backgrounds, and you will have excellent networking and collaboration skills to ensure customer centricity is at the heart of our complex and unpredictable environment.

If you can bring the insight and inspirational leadership we need to deliver excellent customer service, then this unique role could be the right next step for you.  

Defra’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. You have the right to complain if you feel a department has breached the requirement of the Recruitment Principles. In the first instance, you should raise the matter directly with the department concerned. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages:

To view the job description and person specification, please scroll to the bottom of the page, tick to agree to the privacy policy, then click 'Continue to full details'.

Recruitment Table

Closing Date
17:00pm - Monday 3 October 2022

Shortlist Meeting
w/c 10 October 2022

Insight discussions and Assessments
w/c 17 and 24 October 2022

Final Panel Interviews
w/c 31 October 2022

How to apply

To apply for this post, you will need to complete the online application process by no later than 17:00pm on Monday 3 October 2022.

You will be asked to upload the two documents outlined below:

1. A CV setting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years

2. A Statement of Suitability (no longer than two pages) using examples to explain how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with particular reference to the criteria in the person specification.

Failure to submit both documents will mean the panel only have limited information on which to assess your application against the criteria in the person specification.

Please ensure that both documents contain your full name. We will also require details of two referees whom we may contact if you are selected for final interview.

As part of the online application process, you will be asked a number of diversity-related questions. If you do not wish to provide a declaration on any of the particular characteristics, you will have the option to select 'prefer not to say'. The information you provide when submitting your application is mandatory and will help us monitor our progress towards the Civil Service becoming the most inclusive employer. See the Civil Service Diversity and Inclusion Strategy for more information.

Should you encounter any issues with your online application please get in touch with  

For a confidential discussion please contact our recruitment advisers at GatenbySanderson:


  1. A_Great_Place_to_Work_for_-_Veterans_Scheme_(1) (1).doc