Person Specification – Group Director of Customer Services

Substantial experience relevant to the role requirements, as described in the role responsibilities and person specification, and accumulated through any combination of academic or vocational qualifications or experience.

Significant track record of championing and overseeing the digital and data transformation of large-scale operational services.
Substantial experience related to the strategic delivery of high volume customer facing services.
Extensive experience of leadership and people management, with the ability to motivate teams.

Knowledge of the application of transformation and change methodologies such as agile, design thinking and systems thinking in customer service contexts.
Ability to champion and role model equality, diversity and inclusion values and behaviours at both an organisation wide level and within direct areas of responsibility.
Expertise in use of data and insight in customer service contexts, for instance in areas such as business case development, personalisation, objective-setting, operational management, measurement and learning.
A good track record in managing teams and delivering organisational change to get results.
Knowledge of corporate governance and financial management.
Ability to seek out, manage and influence opportunities for continuous improvement and change at a strategic level.

The ability to exercise sound judgement in ambiguous or controversial circumstances.
Appreciation of the impact of new and emerging customer service channels and approaches with keen awareness of the evolving external environment that may influence our customer service strategy.
Personally Effective – excellent organisational skills, ability to prioritise and delegate.

Ability to identify opportunities, assess risks and exercise sound judgement in relation to policy and organisational issues.
Commercially and politically aware with the ability to understand the impact of external factors on the work of the ICO.
Positive “can do” attitude. Flexibility, adaptability and resilience under pressure.
Sustained experience of finding solutions to diverse problems.
Strong team player – good at motivating and leading by example.

Strong written, verbal and communications skills, directed in particular at negotiating with and influencing a wide range of stakeholders including public speaking and media.