CMA2000 Complaints and Enquiries Team Leader

Do you have experience of leading, developing and inspiring a team within a contact channel? Are you looking for a position where you can use your proven customer service skills to deliver a best-in-class customer service and complaints function?

Join us at the Competition and Markets Authority (CMA) as our Complaints & Enquiries Team Leader, and you will be playing a key role leading our Complaints & Enquiries Team, that promotes a positive, inclusive culture, teamwork, growth, and excellence!

About the Competition and Markets Authority

We help people, businesses, and the UK economy by promoting competitive markets and tackling unfair behaviour. Our work is wide ranging, ambitious and often new and challenging.

About your Team

The Complaints & Enquiries team provides a gateway between the outside world and the Competitions and Market Authority. Its mission is to act as the CMA’s intelligence gateway and gather intelligence to support the work of the organisation, and to give a high quality and helpful contact experience to the CMA’s customers.

What we can offer you

The CMA is a diverse, rewarding and stimulating place to work – an opportunity to work for the public good and to stretch and develop yourself in doing so. We offer generous benefits, including an excellent pension scheme, at least 25 days leave (increasing to 30 over five years), and generous maternity/paternity leave provision.

You can also take advantage of interest-free season ticket loans, a cycle to work scheme, our employee assistance programme and flexible working options.

To find out more about this opportunity and about working for the CMA, please click on the APPLY button.

Closing date for applications – 27th November 2023, 25:55pm

CMA – Working for the CMA , Civil Service Careers (civil-service-careers.gov.uk)

Or our LinkedIn page:

https://www.linkedin.com/company/competition-and-markets-authority/

Further details on the CMA can be found on the CMA’s YouTube, Facebook, Instagram, LinkedIn and Twitter pages.

Responsibilities will include:

• Day to day service management of the CMA’s Complaints & Enquiries team, staff-managing team members and fostering a collaborative working environment, and a culture of continuous improvement
• Monitor and oversee the team’s management of their workload, ensuring an even and consistent spread of work and that all correspondence is appropriately managed to an agreed KPI
• Ensure production of monthly and quarterly reports on the work of the Complaints & Enquiries team; provide ad hoc statistics as required
• Manage the relationship with ICT to ensure the day-today operation of the team’s Customer Records Management system
• Develop and maintain effective working relationships with CMA teams and directorates to ensure that the C&E team is kept up to date with and supports the CMA’s casework, significant policy developments, and structural changes
• Actively learn about and engage with CMA work to inform the drafting and management of responses, encouraging the team to do the same
• Track and manage the MPs letter process, working with teams and Executive Office to give appropriate support and to ensure agreed timetables are met
• Maintain the team’s policies, updating the team’s handbook as appropriate
• Support the Strategy, Complaints & Enquiries Manager in ad hoc projects and delivery of the team’s key priorities
• Handle escalated enquiries, issuing tailored bespoke responses to complex queries
• Assist wider Strategy directorate as required

It is essential that you can provide evidence and examples for each of the following selection criteria in your application:

• Experience of leading, developing and inspiring a team in delivering high quality results, at pace (Lead criteria)
• Experience of similar customer services work, including complaints handling, in a similarly fast paced, delivery-led role (Lead criteria)
• Experience of tailoring/drafting appropriate and professional written responses to members of the public at an excellent level of English
• Experience of working with Microsoft Office packages, particularly Excel, to maintain a database and to produce reports
• Experience of stakeholder relationship management using excellent oral communication at all levels of seniority

We’ll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Communicating and Influencing
• Making Effective Decisions
• Working Together
• Delivering at Pace

As well as the interesting and varied work you’ll do to contribute to effective competition in the UK, and to ensure consumers get a good deal when buying goods and services, you’ll also benefit from:

• An exceptionally generous pension scheme with a significant employer contribution and range of options, including a tax-free lump sum at the point of retirement and injury, ill-health and life assurance benefits
• 25 days leave (increasing to 30 days over five years), plus 8 public holidays and an additional day off for the King’s birthday. In addition, you’ll be able to access a wide range of other types of leave as and when you need it, including generous maternity, paternity, shared parental leave and adoption options, as well as paid special leave for volunteering
• Season ticket loans, cycle to work scheme, flu vaccinations and eye tests
• Access to the Civil Service Sports & Leisure, giving discounted gym membership, high street discounts, free access to UK wide attractions and a free Tastecard
• A range of wellbeing benefits, including an employee assistance programme, flexible working options and family friendly policies, regular networking events and professional learning opportunities at work

Any move to the CMA from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/.

Like many other organisations, we operate a hybrid working model with a mix of office and home working. We believe this supports us to deliver our best work while allowing the flexibility to maintain balanced and healthy lives. We work at least 40% of our time from our office locations across the UK.

If you’re already a civil servant being appointed on level transfer, you’ll retain your existing terms, including annual leave. If you are being promoted you’ll receive either a 10% pay increase or the new grade minimum, whichever is the greater. Applicants new to the civil service can be considered for appointment at a salary higher than the starting point indicated above, but not more than the advertised mid-point, depending on skills, knowledge, experience and qualifications.

We are fully committed to being an inclusive employer and ensuring equal opportunities. We want a diverse workforce that reflects the consumers we serve. We welcome applications from under-represented groups, including ethnically diverse people, people with a disability, people with diverse gender identities and from people of different ages. 

We are an accredited Disability Confident Employer and disabled applicants meeting the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Our Values

The CMA delivers impactful outcomes for people, business and the UK economy.​ We are Ambitious and Evidence-based, and always strive for Excellence.​ We treat everyone with Respect and are Collaborative and Inclusive.​

Everything we do is underpinned by the Civil Service values: Honesty, Integrity, Impartiality and Objectivity.

Job contact :

• Name : Anna Bulmer
• Email : Recruitment@cma.gov.uk
• Telephone : 02037386808

Recruitment team

• Email : Recruitment@cma.gov.uk