Group Director Customer Services
Group Director Customer Services
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Job Description
Group Director of Customer Service (Level H)
This vacancy is being handled by our Executive Search Partner Green Park. Please apply via the following link:
Information Commissioners Office
Reports to: Executive Director DDaT and Customer Experience
Salary: 116155pa - 141007pa with progression to 165858 per annum with our career banding framework
Location: Wilmslow Cheshire (Hybrid approximately 3 days per week in the office). From Autumn 2026 our head office will be relocating from Wilmslow to Manchester city centre. No.3 Circle Square
Closing date: 23:59 on Monday 29 September 2025
About the Role
Reporting to the Executive Director for DDaT and Customer Experience you will lead the development and implementation of the ICOs Customer Service Strategy embedding customer experience thinking across everything we do.
With direct responsibility for around 400 staff across our Public Advice & Data Protection Complaints FOI Complaints & Transparency and Business Services functions you will:
Drive digital and data-enabled transformation of services including the use of self-service automation and AI.
Lead cultural and operational change to improve customer outcomes increase efficiency and enhance satisfaction.
Oversee some of the ICOs highest-volume services ensuring customers get timely valuable support.
Shape the organisations approach to customer insight service design and continuous improvement.
Be the professional lead for customer service at the ICO setting standards and building capability across the organisation.
This role is both strategic and operational: youll be at the forefront of designing the future of customer service while also ensuring todays services deliver excellence.
About You
Were looking for a visionary and inspiring leader with:
A strong track record of transforming large-scale high-volume customer services.
Expertise in using data and insight to shape strategy improve services and deliver measurable outcomes.
Substantial experience of leading people and driving organisational change.
Knowledge of modern change and service methodologies (such as agile design thinking or systems thinking).
The ability to influence and collaborate at the highest levels with excellent communication and stakeholder skills.
Above all youll be passionate about delivering high-quality customer-centred services that support the ICOs role as a world-leading regulator.
Please note that post holders for this role will be required to receive security spent and unspent any such information willnotnecessarilypreventyou fromobtainingasecurity clearance.
Why work for the ICO
Interesting and challenging work.
Pay progression scheme.
Hybrid and flexible working options.
25 days paid holiday per year plus privilege and public holidays.
Pension (employer contribution 28.9%).
Online discount scheme to save money at major supermarkets retailers gyms restaurants insurance providers and many more.
Health Cash Plan.
Fantastic development opportunities to learn and progress.
Further details can be found on the benefits section of ourwebsite.
Equality diversity and inclusion
The ICO is committed to promoting and enhancing equality diversity and inclusion. We are focused on developing a workforce that is representative of the communities we serve and together we are building an inclusive workplace where all of our colleagues have the opportunity to make a real difference. We are championing this through our Equality Diversity and Inclusion Board together with a number of staff networks. Read more about our commitment on our website.
Candidates with a disability who meet the minimum criteria for this vacancy will be invited to interview as part of the ICOs commitment to the Disability Confident Scheme.
As part of the ICOs commitment to our EDI objectives and creating a workplace that represents the communities and societies we serve we guarantee an interview to candidates who declare they identify as belonging from an ethnic minority background and who meet the minimum criteria for this vacancy
How to apply
This vacancy is being handled by our Executive Search Partner Green Park. Please apply via the following link:
Information Commissioners Office
To apply for this role please provide the following documents:
An up-to-date CV. Please submit a PDF document labelled CV with your name and the role title.
A supporting statement. Please submit a PDF document (maximum two pages) that outlines your interest in this particular organisation and role and your fit against the essential experience criteria set out in the person specification and role description. Please label this document Supporting Statement with your name and the role title.
A completed diversity monitoring form on the application link.
If you would like to know more about the role or selection process please contact Emma Law or Rebecca Hopkinson from our Executive Search partners Green Park by emailingor
Required Experience:
Director
Employment Type
Full-Time
