Candidate Information Pack:
Director of Customer Experience & Service Delivery
Executive Summary
This is a unique and exciting role as Director of Customer Experience & Service Delivery. The role provides the strategic direction and overall management of a large scale, diverse and technically complex portfolio, including a UNESCO World Heritage Site, to ensure the day to day smooth running of the 12 buildings on the House of Common estate. Responsible and accountable for the leadership of the Customer Experience & Service Delivery team, comprising around 420 staff, driving performance and putting customers at the heart of the service during a time of significant change and having a real focus on taking our services to the next level. This role carries cross-cutting responsibility for the enhancement of the ‘customer experience’. With line management responsibility for a team of 8 direct reports leading discrete business areas within the team, the role also demands commercial acumen. Total budget responsibility is in excess of £36m, income targets in excess of £10m and contract management worth over £13m per annum. Customer Experience and Service Delivery (CE&SD) comprises eight diverse teams which keep Parliament clean, safe and operational, consisting of Catering, Retail, Service Delivery, Customer Services, Porterage and Storage, Workplace Project Management, Accommodation and Logistics. In addition, CE&SD oversee bicameral contract management for a wide range of parliamentary services, such as Cleaning Services, Westminster Gym, Nursery, Hairdressers, and the Offsite Consolidation Centre.
Parliamentary Estate
The Palace of Westminster The Palace of Westminster, or the Houses of Parliament as it is also known, has changed dramatically over the course of nearly a thousand years of history. Transformed from royal residence to the home of a modern democracy, the architecture and cultural collections of the Palace and the wider Parliamentary Estate have continually evolved, sometimes by design, sometimes through accident or attack. The 1,100-room Palace dates from the mid-1800s and is now one of the most iconic and significant buildings in the world. The Palace is now a Grade I listed building and, with Westminster Abbey and St Margaret’s Church, forms part of the UNESCO Westminster World Heritage Site. One of the most recognised buildings in the world, the Palace of Westminster owes its stunning Gothic architecture to the 19th century architect Sir Charles Barry. The Palace contains a fascinating mixture of both ancient and modern buildings, and houses an iconic collection of furnishings, archives and works of art. Westminster Hall is the oldest building on the Parliamentary estate. What makes it such an astonishing building is not simply its great size and the magnificence of its roof, but its central role in British history. In and around the Hall, grew up the major institutions of the British state: Parliament, the law courts and various government offices. Big Ben The name Big Ben is often used to describe the tower, the clock and the bell but the name was first given to the Great Bell. The Elizabeth Tower, which stands at the north end of the Houses of Parliament, was completed in 1859 and the Great Clock started on 31 May, with the Great Bell’s strikes heard for the first time on 11 July and the quarter bells first chimed on 7 September.
The Northern Estate Increasing demand for space has meant the Parliamentary Estate now extends well beyond the Palace of Westminster. It includes a collection of Grade 1, 2 and 2* listed buildings, located between the Embankment and Parliament St, including the Norman Shaw buildings that were originally used by the Metropolitan Police. The more northerly building was actually the first building to be called New Scotland Yard in 1890. The Southern Estate The Southern Estate consists of a number of buildings occupied by the House of Lords, including Millbank House, a Grade 2* listed building designed by architect W D Caröe for the Church Commissioners as their headquarters on the island site bounded by Millbank, Great Peter Street, Great College Street and Little College Street. Over the years the separate parts of the buildings have been integrated together with the final section at 5 Great College Street now incorporated into the overall island site, forming a single building with full circulation throughout. Fielden House is located on Great College Street, behind Millbank House, and will open in May 2023. St James Campus This includes a number of buildings in the St James area of Westminster occupied by House of Commons staff.
Our Values The House Service is proud of our organisational values, which will deliver our strategy. We are looking for people who can bring these values to life.
Inclusive: We value everyone equally; We respect each other; We all have a voice.
Collaborative: We share our knowledge and experience; We work towards a shared vision; We know we work better in a partnership. Trusted: We trust each other to do a good job; We are impartial; We build confidence in Parliament with our integrity. Courageous: We try new things; We own our actions and decisions; We learn from our mistakes.
Job Description
Job Title: Director of Customer Experience & Service Delivery Salary: Band SCS1a Team: Customer Experience & Service Delivery Contract Type/Duration: Permanent Responsibilities • Providing the strategic direction for the Customer Experience and Service Delivery team. Setting, communicating, and leading the delivery of the strategy for the team including a clear vision for the delivery of services. Developing and leading the team to build a strong customer service and delivery culture and putting in place appropriate management and governance structures. • Overseeing effective provision of a number of contracted services, ensuring effective contract management and commercial practices are in place across the Customer Experience and Service Delivery team. Coaching and developing colleagues in effective commercial management where appropriate. • Provide strong leadership that inspires others to implement operational plans, deliver objectives,
Catering Services House of Commons Catering Services operate across six buildings on the UK Parliament estate serving thousands of Members, Peers, staff, contractors and visitors to Parliament. Provision includes 24/7 vending options, café bars, cafeterias, full-service dining, meeting refreshments, and banqueting and events. Catering Services aim to deliver the best quality service with an enthusiastic and professional team for the benefit of all our customers and are responsible for the efficient operation of the House of Commons catering facilities within the agreed financial framework. Accommodation Accommodation refers to all space across the House of Commons estate - and includes its allocation, management, use and strategic direction. The team handles the customer relationship management of estate users - including Members, Member’s Staff, House staff, and third parties - as well as the allocation and decisions on space usage. Workplace Project Management Workplace Project Management is Customer Experience and Service Delivery’s project management service. The team represents CE&SD on building and workplace projects, and specialist moves across the Parliamentary Estate. The Workplace Project Management team works with colleagues in CE&SD, Strategic Estates and the Parliamentary Maintenance Services Team to matrix manage projects which involve moving people in and out of spaces across the estate and ensuring projects have successful soft landings. We are an integral part of major initiatives such as the Commons Building Infrastructure Portfolio (CBIP), the Restoration & Renewal Programme (R&R) and the General Election. Service Delivery The Service Delivery teams provide customers with a range of services including reception services, Meeting and Committee Room management and support. Monitoring of cleaning and monitoring of photocopiers. We are the Evacuation controllers for Parliamentary buildings and provide first aid support. We provide AV support in meeting rooms.
achieve standards of excellence and quality outcomes and ensure that customer needs are met. • To be a champion of the bicameral relationship with the House of Lords ensuring that the bicameral services offered by Customer Experience and Service Delivery covers the whole Parliamentary community and to work to embed a collaborative relationship with the Lords working as a single effective team delivering service to both houses. • To manage the overall Customer Experience and Services Delivery budget effectively, prioritising and focusing resources as necessary to meet Parliament’s needs and properly administer the funds allocated in accordance with the Parliament’s Financial Regulations. • Accountable for all statutory compliance matters linked to the operations of the team to ensure that Parliament adheres to all relevant health & safety and environmental legislation and that the Customer Experience and Service Delivery team implements working practices that minimise risk to staff, Members and visitors. To be responsible for providing assurance for compliance to monitoring Boards. • Manage the relationship with Members in relation to services provided by the team, ensuring that the strategy and operations of the team are achieving outcomes which meet the needs of Members and the Parliamentary community as a whole.
We escort visitors, as necessary, to ensure that they meet with their hosts and provide support for the business of the House. The Heritage cleaning team clean the Chamber, Committee Rooms and heritage areas of the Palace. The Service Delivery team aim to deliver a comfortable, safe, and efficient environment for Members, their staff, and staff of the House to work in; as well as providing a welcoming and functional environment for all visitors to the House of Commons. Retail The Retail team procures and sells a range of bespoke and curated retail products, from stationery to encaustic tiles. We operate three gift shops across the Parliamentary Estate and an online shop: • Jubilee Shop – located just off Westminster Hall (open to everyone – visitors, staff and Members) • House of Commons Shop – located near the Terrace Cafe (open to passholders and escorted guests only) • Houses of Parliament Shop – located on the corner of Bridge Street (open to everyone) • Online shop – open to everyone 24/7, 365 days a year! All retail products are inspired by the UK Parliament and/or the history and heritage of the Palace of Westminster. We source our products from the UK where possible and are continually reviewing our retail ranges to being you the best product mix, which changes seasonally. Customer Services The Customer Services team set customer service standards, work across teams to help them deliver those standards and continually monitor the operation to identify areas of improvement, including the Customer Satisfaction Survey. They manage some services for Members, passholders and the public such as the Switchboard, the Comments, Compliments and Complaints Feedback Scheme and the Portcullis House Hub. They may also coordinate, monitor and/or implement services for other teams when they are for the benefit of customers, for example, the dry-cleaning service and staff uniforms.
Application and Selection Process Further details will be provided if you are successful at the initial application stage. We may ask you to complete a test, presentation or other assessment as a part of your recruitment process. If you are invited to interview, we will ask you a combination of competency questions and role specific questions solely based on the criteria below. Any presentation or test requirements will be clearly communicated to you well in advance of your interview. As a Disability Confident Leader, it is important that we are able to make appropriate arrangements or adjustments where necessary in order to create a full and equal participation in the selection process. If you require any reasonable adjustments, please contact the recruitment team to see how we can meet your needs.
Porterage and Storage The Porterage and Storage team assist with the relocation of items and furniture within the Parliamentary Estate, catering to the needs of Members, Peers, and House staff. Logistics The Logistics team manage a wide range of complex contracts, such as the Offsite Screening and Consolidation Centre (OSCC), Royal Mail, Travel Office, Mail Screening, Westminster Gym, Stationery, and Late Night Transport. The team set logistics standards to ensure buildings can be effectively serviced, contracts are delivered in line with specifications, and provide the best value for money option for Parliament. Security Successful candidates will be required to complete pre-employment checks. This includes security vetting to Counter Terrorist Check (CTC) level or higher, as described in the job description. All successful candidates are required to pass these checks before an offer can be confirmed.
To enable meaningful checks to be carried out you will need to have lived in the UK for a sufficient period of time. To undergo a CTC, you must have normally resided in the UK for a minimum of 3 years out of the last 5 years.
functions to support colleagues deliver excellent services on the Parliamentary Estate and remotely. We provide the opportunity to have a hybrid working arrangement, in line with our Hybrid Working Policy. The nature of any such arrangement, varies according to the requirements of each job as there are some roles which can only be carried out from the Parliamentary Estate. Workplace Adjustments As an inclusive employer, the House of Commons supports individuals in need of workplace adjustments. The workplace adjustment process prevents, reduces or removes problems you might face at work. Adjustments can be requested to help with obstacles relating to mental health, and physical or non-physical requirements. You can request a workplace adjustment if you have a disability and/or experience a difficulty or disadvantage in your workplace.
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Hours We offer a range of flexible working options and actively encourage applications from candidates expressing a wish to perform the role in a flexible working arrangement such as part-time working, job-share and compressed hours. Net conditioned full-time working hours for staff of the House in the Senior Commons Structure are 36 hours per week plus additional hours as the service of the House may require. This excludes daily meal breaks of one hour. Exact times of attendance each day are to be agreed with line management. Hybrid Working Our mission is to support making Parliament happen – this means being ready to carry out our essential
Person Specification
Criterion 1 Significant experience of managing a large multi- disciplinary operational team in a complex multi-site organisation, with the ability to set and deliver a coherent vision and strategy.
Criterion 2 Proven leadership skills with demonstrable experience of engaging teams and delivering sustainable improvements and cultural change; able to build and embed a high performance culture.
Criterion 3 Strong commercial
acumen and extensive experience of contract management for high value,
operational services. Ability to build effective working partnerships with third party suppliers and to deliver value for money. Proven experience of managing large budgets in line with organisational standards.
Criterion 4 Demonstrable ability to
build open, collaborative, and trusted relationships across a complex landscape based on trust and authenticity. Ability to manage and influence senior stakeholders
effectively, and confidently navigate senior governance spaces.
Criterion 5 Ability to communicate clearly, confidently and persuasively with stakeholders, customers, colleagues and suppliers at all levels, both orally and in writing.
Criterion 6 Ability to analyse a situation,
drawing on a range of sources, and to consider innovative solutions which take into account wider consequences. Acute political and organisational judgement with the ability to make
sound high-level strategic and tactical decisions quickly under pressure.
Benefits and Support
House of Commons pension You’ll be eligible for the Principal Civil Service Pension Scheme (PCSPS) from the day you join. Loans In order to support our staff, we offer the following House of Commons loans: • Season ticket and/or bicycle loan for transport into work • Rental deposit loan Cycle to Work scheme The Cycle to Work scheme is a Government- supported initiative aimed at promoting healthier journeys to work and reducing environmental pollution. Not only does it help you reduce your carbon footprint and increase your fitness, it also allows you to spread out the cost of buying a new bike, as well as saving on Income Tax and National Insurance. Learning and development opportunities and sponsorship for professional qualifications All staff, managers and leaders can access development to help them thrive, perform and develop at work. From workshops, online resources, career coaching, study leave, apprenticeships and grants, everyone at the House of Commons has an opportunity for personal and career growth through learning. We support professional qualifications and apprenticeships, including time off for study leave for certain qualifications.
Health and wellbeing service Our in-house Parliamentary Health and Wellbeing Service provides advice and guidance to support good health at work. Services available to staff and managers include: • Occupational health • Mental health and wellbeing support • Clinical Nurse – drop-in clinic for ill health and minor treatment • Access to an on-site GP. This service is available to all staff whether on the Estate or working remotely • Annual flu vaccination clinic available to all staff • Health and wellbeing annual programme of events • On-Site support from our Parliamentary Mental Health First Aider network Disability and workplace adjustments We support staff with a range of workplace adjustments, physical or otherwise, help with obstacles relating to mental health and physical or non-physical requirements. Common adjustments include: • Assistive technology – such as software or hardware • Speech recognition software or large computer screens • Ergonomics – such as chairs and standing desk
House of Commons gym membership Access to a subsidised gym located on the estate on a full membership or pay as you go basis, with a network of over 100 leisure centres across the UK. Catering services You’ll have access to a range of cafés, bars and restaurants catering for all preferences and budgets in both traditional and contemporary surroundings. House of Commons nursery The House of Commons Nursery is a modern, welcoming facility with capacity for 40 children aged from three months to five years.
We’re proud to be able to offer our people a range of attractive benefits and support. Hybrid Working Our mission is to support a thriving parliamentary democracy – and today more than ever, this means being ready to carry out our essential functions in Westminster and elsewhere. Since 2020 our workforce is involved in developing new, business resilient capabilities for hybrid working. We support colleagues to deliver excellent services on the Parliamentary Estate and remotely, while the balance of location varies according to the requirements of each job role. Annual leave 30 days annual leave per annum, increasing to 35 days after the first full leave year, plus Bank Holidays (pro rata for anyone working part time). Eligible staff may apply to buy or sell up to a maximum of five days leave during the annual leave year. Special leave Staff who are members of the auxiliary or reserve forces may be allowed leave to attend training courses or camps. If you receive a call-up notice, special leave will be granted for the period of your absence. This will usually be unpaid.
Caring responsibilities A variety of leave options including: • Maternity, Paternity, Shared Parental and Adoption
• Caring leave • Special Leave
Application Process
The UK Parliament is being supported on this recruitment campaign by The Management Recruitment Group.
To arrange a briefing discussion, please contact our advisors at MRG:
Michael Hewlett michael.hewlett@mrgglobal.com James Gregory james.gregory@mrgglobal.com
Applications should consist of a CV and cover note and should be sent to michael.hewlett@mrgglobal.com
The closing date for applications is Sunday 7th July 2024.
Interviews at UK Parliament are scheduled for w/c 22nd and 29th July 2024.
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