Adecco Public Sector are currently partnered with The Electoral Commission, the independent body which oversees elections and regulates political finance in the UK to recruit a Customer Services Manager to join them on a permanent basis. They are creating a new customer services team within the Communications, Policy and Research Directorate, to handle complaints and respond to enquiries from the public.

About the team

The Commission plays a vital role in ensuring voters have the information they need to participate in the UK’s democracy. To have a healthy democracy, voters need to be engaged in our electoral process, and understand how to register and vote.

The Customer Services Manager will join the Senior Complaints Advisor and Senior Public Information Officer to form a newly established Customer Services Team.

The team will play a key role in ensuring that members of the public who contact the Commission receive accurate and timely information that supports their democratic participation.

The team will sit with the Commission’s External Communications Team which manages external engagement to ensure stakeholders – particularly the media, parliamentarians and the public – understand and have confidence in the work of the Commission, its role in overseeing free and fair elections and in regulating political finance.

Job description

The information provided to voters and members of the public helps ensure those who are eligible are able to vote and underpins confidence in the Commission and the democratic process.

This role oversees the Commission’s public facing customer services team, who handle public information enquiries and complaints. As the manager of a new team, you will develop and manage the Commission’s approach to customer service and ensure members of the public receive the information they need.

The successful candidate will:

  • Design and implement a new approach to customer services acting as a centre of expertise and ensuring the Commission’s approach reflects best practice.
  • Oversee the Commission’s public information service, ensuring all public information enquiries receive a timely, accurate and informative response.
  • Oversee the Commission’s complaints service, ensuring all complaints are fully investigated and receive a timely and fair response.
  • Ensure all external communication with voters and stakeholders is clear, accessible, empathetic and reflects the Commission’s values.
  • Monitor levels of satisfaction with the public information and complaints services and look for improvements.
  • More information can be found in the Job Description and Person Specification documents.

    The successful candidate

    We are looking for a proactive and engaged customer services professional to deliver best practice public information and complaints handling functions.

    You will be comfortable working in a fast-paced environment, on your own initiative, as well as part of a collaborative and dynamic team. You will be an excellent communicator, able to distil complex information into clear and accessible information, delivered with confidence and empathy.

    You will have experience of managing customer service teams, investigating and resolving complaints and managing difficult conversations. You will be confident advising senior staff on complex customer service issues, providing clear recommendations and mitigating risks and issues that could affect corporate reputation.

    You will also have a good understanding of the UK political system and the sensitivities required to work in an impartial and politically sensitive environment.

    Working at the Electoral Commission

    The Electoral Commission is the independent body which oversees elections and regulates political finance in the UK. It works to promote public confidence in the democratic process and to ensure its integrity.

    We offer excellent terms and conditions, including flexible working hours and the opportunity to join the Civil Service pension (dependent on scheme rules).

    We provide equal opportunities to all and welcome applications from all sections of the community.

    To speak to a recruitment expert please contact