Hello,
Thank you for considering applying for this role. I may be biased, but I believe this is an incredible opportunity within our passionate team at the Money and Pensions Service. We are seeking a new Corporate Director for Customer Service Delivery, a position that promises to be both impactful and rewarding.
The work we do at the Money and Pensions Service significantly affects individuals’ lives every day. This commitment to public service motivates me to want to provide the best possible experience for all customers accessing our services across any channel, particularly those most in need.
As you prepare your application, imagine stepping into this pivotal role, where you will have the chance to collaborate closely with my wider leadership team and colleagues across the business to ensure we deliver service excellence every day. Together, we will embark on a journey to enhance our capabilities and implement innovative strategies that foster meaningful change across our organisation.
In this position, you will lead a dedicated team of pensions and money guiders along with all the support teams that enable them to do their jobs every day. Hybrid working skills are a must as the team consists of a mix of homeworking teams, external providers and office based colleagues. We’re on a journey of change that will see us in-sourcing even more of our technical pensions guiders over the next year, so managing that change alongside delivering BAU service is a crucial part of the role.
You will also be responsible for our self-serve channels, ensuring that our digital content, tools and guides reflect what customers need, and work in combination with our supported services. You’ll need to be able to think in an omni-channel way ensuring that customers get the support they need, when and where they need it.
If you see yourself as someone who enjoys the challenge of delivering great service every day, alongside looking at ways we can continually improve and adapt to changes in both the regulatory and technology landscape then I encourage you to apply for this challenging yet rewarding position. I look forward to reviewing your application and hope to welcome you to our energetic, diverse and supportive customer leadership team.
Best wishes,
Zoe
Zoe Burns-Shore
Executive Director Customer