7682 - Head of Customer Relationship Management Team
Purpose of Job
The post holder will be responsible for driving origination and adoption of customer segmentation and insight, putting it at the heart of strategic decision making across OPG. Lead the CRM team to deliver great customer & market insights to support, challenge and help deliver OPG’s strategy, marketing and customer experience plans. Use expertise combined with commercial awareness to drive customer-led change. Partner with key leadership team and stakeholders at both strategic and operational levels across the key OPG services (Lasting Powers of Attorney, Deputy Supervision, Investigations & Safeguarding) both internally and externally.
Duties and Responsibilities
Details
1.Head of Customer Relationship Management
The Head of Customer Relationship Management is known as the voice of the customer within OPG.
Understands how to use a variety of user research methods to reveal actionable insights. You will have excellent analytical and problem solving skills, and the ability to quickly develop recommendations based on quantitative and qualitative evidence. You will also be required to use this same evidence base to influence the development of future OPG policy and strategy
Be confident in explaining user needs to senior civil servants, and acting as a persuasive advocate for those needs both within the team, the wider organisation and across government.
Deliver effective leadership of a high-performing customer relationship management team to confidently work with a range of research methodologies/techniques and stakeholder management. You will need to regularly review that resource is allocated to the right projects and partners to drive the highest benefit for customers and the organisation.
Lead and coach the CRM team to deliver clear, relevant and actionable insights to their stakeholders on a consistent basis. Position the CRM team as being the eyes and ears of the business, identifying new sources of data to forecast future demand and demonstrate the changing needs of service users.
Provide a clear understanding for OPG of our customers and service users, their evolving needs, attitudes and behaviours.
Collaborate with Ministry of Justice Behavioural Insight Unit to develop a deeper understanding of our customers and to validate OPGs own behavioural insight methodology.
Quickly and seamlessly translate multiple sources of insight into comprehensive insight documents and a compelling story to provoke customer-led change.
Uses business acumen and wider consideration of the environment within which OPG operates (Public Sector/Government/Departmental) to ensure that recommendations are grounded in customer insight whilst making sound financial, political and operational sense to stakeholders.
Work closely with all departments to identify needs and business intelligence gaps and make recommendations to deliver practical solutions.
Develop metrics to track the impact of marketing activity and the ongoing improvements made to the LPA customer journey.
Act as an ambassador for the OPG in engagements and public speaking appointments to deliver consistent key messages, encourage buy-in to strategy and influence senior stakeholders to improve point of use experiences for customers.
Identify opportunities for OPG to expand its reach to promote LPA uptake and improve the post-registration experience for customers.
Play an active role in the Senior Leadership Team within OPG and the delivery of corporate objectives and deputise for the Head of Strategy and Business Development as and when necessary.
2.Team working & Line management
Work flexibly to support and contribute to the aims, objectives and performance of OPG, your Division and your Team.
Have regular performance reviews with direct reports, ensuring strategically aligned objectives are set and development needs are identified.
Proactively manage poor performance where appropriate.
Set clear standards and ensure knowledge, skills and best practice is shared across teams.
3.Equality and Diversity:
Ensure the staff and work environment is managed in a positive and non-discriminatory way.
Positively promote and implement diversity and equality of opportunity in all areas of work.
4.Compliance
To become familiar and compliant with all OPG corporate governance policies.
5.Health and Safety
To comply with OPG’s commitment to health and safety policies in respect of IT equipment.
Take reasonable care for own health and safety and for the safety of others and abide by OPG Health and Safety procedure.
Promote awareness and understanding of legal requirements and the impacts of failure to comply.
Skills
Essential Skills
- Experience of people management and team leadership.
- Track record of driving action from insight
- Experience of collation, interpretation and analysis of multiple sources of data. Knowledge of complex analytical techniques.
- Highly numerate & analytical with outstanding communication & presentation skills
- Good prioritisation and organisation skills
- Should be flexible and adapt to work priorities
- Ability to work under pressure and to deadlines
- Ability to build strong working relationships with a wide and diverse range of team members, users and stakeholders.
Desirable Skills
- Substantial experience in a customer research role, either client or agency-side, across both qualitative & quantitative disciplines.
Key Contacts
Chris Jones
Reason for Contact
Head of Strategy & Business Development
You will be required to provide evidence of the following Competencies:
Seeing the bigger picture
- Be alert to emerging issues and trends which might impact or benefit own and team’s work
- Develop an understanding of own area’s strategy and how this contributes to Departmental priorities
- Ensure own area/team activities are aligned to Departmental priorities
- Actively seek out and share experience to develop understanding and knowledge of own work and of team’s business area
- Seek to understand how the services, activities and strategies in the area work together to create value for the customer/end user
Making effective decisions
- Make decisions when they are needed, even if they prove difficult or unpopular
- Identify a range of relevant and credible information sources and recognise the need to collect new data when necessary from internal and external sources
- Recognise patterns and trends in a wide range of evidence/data and draw key conclusions
- Explore different options outlining costs, benefits, risks and potential responses to each
- Recognise scope of own authority for decision making and empower team members to make decisions
- Invite challenge and where appropriate involve others in decision making to help build engagement and present robust recommendations
Collaborating and partnering
- Establish relationships with a range of stakeholders to support delivery of business outcomes
- Invest time to generate a common focus and genuine team spirit
- Actively seek input from a diverse range of people
- Readily share resources to support higher priority work, showing pragmatism and support for the shared goals of the organisation
- Deal with conflict in a prompt, calm and constructive manner
- Encourage collaborative team working within own team and across the Department
Leading and communicating
- Take opportunities to regularly communicate and interact with staff, helping to clarify goals and activities and the links between these and Departmental strategy
- Recognise, respect and reward the contribution and achievements of others
- Communicate in a succinct, engaging manner and stand ground when needed
- Communicate using appropriate styles, methods and timing, including digital channels, to maximise understanding and impact
- Promote the work of the Department and play an active part in supporting the Civil Service values and culture
- Convey enthusiasm and energy about their work and encourage others to do the same
Delivering at pace
- Successfully manage, support and stretch self and team to deliver agreed goals and objectives
- Show a positive approach in keeping their own and the team’s efforts focused on the goals that really matter
- Take responsibility for delivering expected outcomes on time and to standard, giving credit to teams and individuals as appropriate
- Plan ahead but reassess workloads and priorities if situations change or people are facing conflicting demands
- Regularly monitor own and team’s work against milestones or targets and act promptly to keep work on track and maintain performance
- Coach and support others to set and achieve challenging goals for themselves
Working Arrangements & Further Information
Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.
Flexible working hours
The Ministry of Justice offers a flexible working system in many offices.
Benefits
The MoJ offers a range of benefits:
Annual Leave
Generous allowances for paid holiday starting at 25 days per year, and rising as your service increases. There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.
Pension
The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.
Training
The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
Support
- A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
- Access to flexible benefits such as salary sacrifice arrangements for childcare vouchers, and voluntary benefits such as retail vouchers and discounts on a range of goods and services.
- Paid paternity, adoption and maternity leave.
- Free annual sight tests for employees who use computer screens.
Networks
The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.
Working for the Civil Service
The Civil Service Code 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.
The Civil Service embraces diversity and promotes equality of opportunity.
There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.
Eligibility
Staff on fixed term appointments must have been recruited through fair and open competition.
27/06/2017, 23:55 hours.
Closing Date: 27th June 2017 at 23:55 hours
If you require any assistance please call 0845 010 3512 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment@noms.gsi.gov.uk Please quote the job reference 7682.
To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why.
For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).
If you do not meet the above requirements, you may still be considered if, for example:
- You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
- You were studying abroad
- You were living overseas with parents
In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account.
Candidate Information
You may be required to provide statements describing your skills and experience relevant to each of the selection criteria. We recommend that you structure any examples as Situation, Task, Action and Result. For more information about the recruitment process and answers to general queries, please click the below link which will direct you to our Candidate Information Page.
Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ
In the event of a large number of applications, we reserve the right to undertake the following processes:
- An automated online test where a benchmark must be passed to progress;
- A sift on the lead selection criteria. If this happens, the lead criteria will be the first one listed in the advert.
During the selection process, you may be asked to undertake an additional assessment (such as written test). If this is applicable you will be notified of this when you are invited to interview.
We have provided detail of the assessment stages and areas being assessed to help you prepare for completing your application form, and to advise of what will be assessed following this, if you successfully pass the application stage.
Application form stage assessments
Interview stage assessments
A Great Place to Work for Veterans
The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit : https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans
Redeployment Interview Scheme
Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ are committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.
MoJ are able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidate's will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.
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) https://www.gov.uk/settled-status-eu-citizens-families
· 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) https://www.gov.uk/government/publications/nationality-rules
This Vacancy is closed to applications.