Customer Team Leader
Planning Inspectorate
Apply before 11:55 pm on Sunday 20th October 2024
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About the job
Job summary
The Customer Team handle customer enquiries and complaints across the Planning Inspectorates 3 services – appeals, examinations, and applications.
This role will be responsible for leading a team of multi skilled Customer Officers who work across complaints, Freedom of Information requests, Data Protection requests and ex gratia claims. The role is pivotal in continuing to deliver our strategic objective of being more customer focused, through ensuring great customer experience, and sharing the insights gathered within the Customer Team across the organisation to improve our services.
The Planning Inspectorate has a long and proud history in ensuring a fair planning system for England. The work we do has a significant impact on people’s lives, the communities where they live and the economy.
We want our colleagues to be able to work more flexibly and more collaboratively, exploring new and innovative ways to improve the way we provide services.
For further information on the Planning Inspectorate, please see the information pack attached. You can also view our careers page at Civil Service Careers
Job description
We are looking for a proactive leader who has experience of leading a team to achieve results, while keeping focused on excellent customer service. You will have experience of reviewing processes and policies, implementing changes through effective collaboration with stakeholders across an organisation.
You will be providing the day-to-day line management of the team, ensuring the team is adequately resourced for the volume of work. Providing responses on cases that have been escalated to the Parliamentary and Health Service Ombudsman and Information Commissioner’s Office. Sharing systemic learning and insights across the organisation to ensure improvements are made across our services and be working on projects to support delivery of our strategic objectives.
For full information on the role and assessment process please refer to the candidate pack attached.
Office Attendance
This role is contractually based at Temple Quay House, Bristol which is currently out of use due to undergoing refurbishment work. In the interim, we have the use of alternative office space in very close proximity to Bristol Temple Meads railway station. We recognise and value the mutual benefits of hybrid working and have a flexible approach to in person attendance, which can vary dependent on the requirements of individual business units - the details of which can be discussed with candidates if invited to attend an interview.
Person specification
Essential Criteria
- Good communication skills, including the ability to communicate clearly and concisely with all levels of staff and external stakeholders.
- Experience of driving a team to provide exceptional customer service.
- Ability to work under pressure to set timescales.
- Experience of analysing and interpreting complex information, reviewing options, and deciding an appropriate course of action.
- Line-management experience.
Desirable Criteria
- Experience of information and records management to shape and deliver service standards. Knowledge of Freedom of Information Act (FOIA), Environmental Information Regulations (EIR), and Data Protection Act (DPA) legislation.
- Sound understanding of the planning system.
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Leadership
- Making Effective Decisions
- Delivering at Pace
Benefits
- Flexible working options, including flexi-time, part-time, compressed hours and home working if suitable for the role.
- A working culture which encourages inclusion and diversity.
- 25 days annual leave increasing by 1 day per year up to 30 days after 5 years, plus 1 privilege day to mark the King’s birthday. In addition to the normal bank holidays.
- Generous family friendly policies.
- Fast and modern IT kit which utilises Windows 10 and Microsoft 365, enabling seamless working from home and collaboration across teams.
For full information see our Benefits information pack.
Things you need to know
Selection process details
Application
Complete the online application form on Civil Service Jobs which requires the following information:
- Civil Service Management Judgement Test: You will need to complete a Civil Service Management Judgement Test –This is an online test and full guidance will be provided in the application. The test is not timed, and you will be able to undertake a practice test. If you pass the test, you will be invited to complete the rest of your application. Please ensure you allow enough time, before the closing date to complete the test and the rest of your application.
- A CV: The CV section is an opportunity for you to detail your career history. It should outline the jobs you have done, the length of time you were employed within each role and a brief description of your role, responsibilities and duties which demonstrate relevance to the role you are applying for against the essential criteria.
- You must type, or ‘copy and paste’ into the text box called ‘Employment History’ within the online application. You cannot attach a copy of your CV.
- Behaviour examples: Provide evidence against each of the behaviours criteria set out in the person specification. There is a word limit of 250 word for each behaviour criteria.
We will assess your application on the evidence you have provided against the Essential Criteria and Success Profile elements detailed in the Person Specification in the candidate pack.
In the event of a large number of applications, a lead sift may take place. The following point will be used as the lead criteria when shortlisting if this happens, and if you do not meet the minimum standard the rest of your application will not be assessed.
- Experience of driving a team to provide exceptional customer service.
All shortlisted candidates will be advised of the outcome shortly afterwards.
Interview
If you are shortlisted, you will:
- Be asked to attend an interview to have a more in-depth discussion about your experience and suitability for the role
- Interviews will be a blend of behaviour, strength and experience questions
Candidates who are successful at shortlist stage will be sent full assessment requirements with their interview invitations.
Other Information
Shortlist Date: w/c 21 October 2024
Interview Date: w/c 04 November 2024
Interviews are currently being completed remotely using Microsoft Teams. We would like to reassure candidates that the virtual interview will not be recorded (or retained) within the Planning Inspectorate, other than usual interview protocol and in line with the Civil Service jobs Privacy notice.
We encourage all candidates to make themselves familiar with the role and what we will be assessing you against which is detailed in the Person Specification.
The Planning Inspectorate is committed to finding the right person for the job. We recruit using Success Profiles and consider the criteria you will need to demonstrate to be successful for the role.
ID and Documents
If specific qualifications/memberships are essential for the role and you are successful, you will be asked to provide accurate scanned or photographed images of the qualifications/memberships that you listed on your application prior to your start date.
We must check that any successful candidates are allowed to work for the Civil Service before we employ them. If successful, you will be asked to do a right to work check using identity document validation technology (IDVT) through the services of an Identity Service Provider (IDSP), Civil Service Jobs. If we are unable to confirm your right to work and through the IDVT we will need to do a manual right to work check using original documents with you in person.
Visa Sponsorship
The Planning Inspectorate cannot offer Visa sponsorship to candidates, we do not hold a Visa sponsorship licence.
Disability Confident Interview scheme
The Civil Service embraces diversity and promotes equal opportunities. We run a Disability Confident Interview scheme for candidates with disabilities who meet the minimum selection criteria for the job.
To be considered for an interview under the scheme you must:
- have a disability defined by the Equality Act 2010
- provide evidence in your application that you meet the minimum criteria in the job description
- meet all of the qualifications, skills or experience defined as essential
While we will endeavour to provide you with all the appropriate information, you are the expert on your specific requirements so if you require any adjustments, you should consider the information provided about the assessment process in the candidate pack and then:
- Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. The earlier and more clearly you tell us what you need and why you need it, the more likely we are to be able to accommodate you in a timely fashion.
Existing Civil Servants should ensure that they have an in-principle agreement for a loan prior to applying.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : Solomon Mills
- Email : PINS.Recruitment@planninginspectorate.gov.uk
Recruitment team
- Email : PINS.Recruitment@planninginspectorate.gov.uk
Further information
If you are not satisfied with the response, you receive you should then contact, Chief People Officer, via the Recruitment Team (PINS.Recruitment@planninginspectorate.gov.uk).
If you are still not satisfied with the response you receive from the Planning Inspectorate, you can contact the Office of the Civil Service Commission. https://civilservicecommission.independent.gov.uk/recruitment/recruitment-complaints/
