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About the job
Job summary
We are an organisation committed to world class farming and land management for the environment, food, and rural resilience. We are a voice for farmers and land managers, we encourage sustainable and profitable farming, and are a delivery agency for the 25 Year Environment Plan.
We help agricultural and rural communities to create a better place to live, we achieve this through:
- Delivering economic growth
- Delivering environmental sustainability
- Supporting agriculture
- Enabling innovation
- Facilitating community activities
Every service we currently offer will change as we seize the opportunity to develop a new approach for farming and land management having left the European Union. We will support farmers and land managers through agricultural transition, seeking to place British farming at the forefront of environmental good practice, supporting net zero and enhancing our beautiful natural environment. Supporting our customers through these changes is critical. We care about agricultural and rural Communities and the environment.
We understand our customers and we are best placed to support them. We are integral to Defra’s work on the Agricultural Transition Plan which will be key to farmers:
- Running sustainable businesses that don’t need to rely on public subsidy
- Managing their whole business in a way that delivers profitable food production and the recovery of nature, fusing the best modern technology available today with the rediscovery of the traditional art of good farm husbandry
- Being able to access public money to help them deliver environmental and animal welfare outcomes on the land they manage, and help their businesses become more productive and sustainable
- Meeting clear, relevant and outcome-focused legal standards that champion UK food internationally, prevent environmental harm, protect biosecurity, and protect animal welfare
We are a regional organisation with a presence in 27 counties and many of our people live and work in the communities they serve, giving us a unique perspective of our customers’ needs. We are a resilient and valuable organisation which can be flexible to meet the needs of both our customers and the policy makers. We have a bright future where sustainability and innovation will be at the centre of what we do to help our agricultural and rural communities create a better place to live.
As part of the Customer Engagement Directorate, you will be helping farmers and rural businesses understand how to access our schemes and services. We are a diverse team with multiple function all with the purpose of supporting and improving the Customer Experience.
Further information can be found on the Rural Payments Agency website www.rpa.gov.uk.
Job description
As Head of Customer Experience in RPA you will champion our customers, working across the agency to improve Customer Experience. You will understand the importance of the customer journey in overall Customer Experience, business performance, and employee satisfaction.
You will lead teams to better understand our customers’ journeys across multiple services. You will use customer data and segmentation to influence improvements to our overall Customer Experience within RPA.
You will be an active part of the directorates Senior Leadership Team, bringing new ideas and creativity to increase collaboration, drive high standards, and encourage innovation.
Person specification
Essential Criteria
- Visible leadership in a geographically dispersed team
- Experience of engaging customers and colleagues in designing services and business process
- Experience in using customer journey mapping to deliver improvements
- Experience in bringing customers experiences to life across an organisation through story telling and engagement
- Experience in using customer data and or segmentation to drive customer improvements
- A proven track record in improving Customer Experience in a large scale organisation
Behaviours
We'll assess you against these behaviours during the selection process:
- Leadership
- Seeing the Big Picture
- Changing and Improving
We only ask for evidence of these behaviours on your application form:
- Leadership
Benefits
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
Office attendance
Successful candidates are expected to work from one of the office locations listed in this advert. Our current office attendance approach requires 60% attendance in Defra group workplaces or off site meetings with partners and customers. This balance provides thriving workplaces to connect with colleagues, as required by their role and business team needs balanced with personal flexibility and choice.
Things you need to know
Selection process details
Application Process
As part of the application process you will be asked to complete a CV, Personal Statement and one Behaviour Statement.
Your Personal Statement (750 word max) should demonstrate your experience and skills in relation to the responsibilities and essential criteria detailed within the advertisement.
Further details around what this will entail are listed on the application form.
Sift
Should a large number of applications be received, an initial sift may be conducted using the Personal Statement. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview.
Sifting is expected to commence on the week commencing the 29th January 2024. This is subject to change.
Interview
If successful at application stage, you will be invited to interview where you will be assessed on Behaviours and experience.
In the interview we will include a Situational Test to assess your experience in Customer Insight and Leadership Behaviour. You will then be asked questions to test Communicating & Influencing and Changing and Improving behaviours at Grade 6 level.
A presentation or additional exercise may also be assessed.
Interviews are expected to last no longer than 60 minutes.
Interviews are expected to take place in the week commencing the 12th February 2024.
Interviews will be held face to face.
Location
Please be aware that this role(s) will be contractually based in a Defra group workplace/office. The successful candidate is required to carry out all their duties from a UK location, and cannot do so from an overseas location at any time.
All applicants will be based in one of the advertised locations. Our current office attendance approach requires 60% attendance in Defra group workplaces or off site meetings with partners and customers. This balance provides thriving workplaces to connect with colleagues, as required by their role and business team needs balanced with personal flexibility and choice.
Travel and subsistence will not be paid for travel to a base office location.
Reserve List
A reserve list may be held for a period of 12 months from which further appointments can be made.
Merit Lists
Where more than one location is advertised, candidates will be posted in merit order by location. You will be asked to state your location preference on your application.
Salary
New entrants are expected to start on the minimum of the pay band.
Visa Sponsorship Statement
Please take note that Defra does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.
Reasonable Adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
- Contact Government Recruitment Service via defrarecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs
- 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. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional
Accessibility
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Criminal Record Check
If successful and transferring from another Government Department, a criminal record check maybe carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-Employment.Checks@cabinetoffice.gov.uk stating the job reference number in the subject heading.
Internal Fraud Database Check
Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.
Childcare Vouchers
Any move to Defra from another employer will mean you can no longer access childcare vouchers. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
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).
Apply and further information
Contact point for applicants
Job contact :
Recruitment team
Further information
Government Recruitment Services via email: defrarecruitment.grs@cabinetoffice.gov.uk
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Click here to visit Civil Service Commission.
