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House of Commons

The House of Commons is a unique and exciting place to work right at the heart of the UK's thriving democratic system.

Behind the scenes, the House of Commons Service is made up of more than 3,000 employees who support and facilitate the smooth day-to-day running of the House. They provide professional services to Members of Parliament, their staff, and the wider parliamentary community.

Staff Benefits

In addition to your salary, we offer an attractive range of benefits including:

• 30 days’ annual leave (increasing to 35 days after first full leave year).
• Civil Service pension with an average employer contribution of 27%.
• Access to training and development.
• Flexible working.
• Interest free season ticket loan and bicycle loan.

Introduction

We have an exciting opportunity to join our Customer Experience and Service Delivery Team. This team supports the delivery of the House Service Strategy with the aim of delivering a comfortable, safe, and efficient environment for Members, their staff, and the staff of the Houses to work in; as well as providing a welcoming and functional environment for all visitors to Parliament. This role will be based in the Customer Team reporting to the Customer Services Director. The Customer Team support the delivery of the House Service Strategy. Its key priority is to make it easier for our customers to engage with us, enabling us to listen to customer feedback and develop service improvements which better meet customer needs.

The Role

This role will involve providing proactive operational and project support to the Director of Customer Experience and Service Delivery in the Customer Experience and Service Delivery Team (CE&SD) while overseeing the administration for the wider team. The post holder will contribute to the development of projects, policies and processes across the CE&SD team and administrative operations as appropriate. The ideal candidate will be comfortable operating at all levels, from diary management to strategic thinking.

You will be the first point of contact for the team. Mainly dealing with queries from a large number of internal stakeholders from across the business all who will demand the team’s time and attention. Your role will require that you quickly develop an understanding of who’s who, what they do and the impact of their work and business priorities, develop support systems and channels of communication effectively to foster strong relations with stakeholders internally and externally.

Skills and Experience

• High level experience of successfully managing senior stakeholders, recording minutes and actions, writing papers and official correspondences in a fast-paced environment.
• Able to build good collaborative working relationships, co-operates with people at all levels and from diverse backgrounds. Able to deal with sensitive and confidential matters, always exercising tact and discretion. Work in an inclusive way, taking into account equality and diversity.
• High level of experience in effectively managing several complex tasks by prioritising and maximising the resources that are available and being proactive to develop new ideas and ways of working.
• Ability to develop a project plan, using own initiative, set objectives, and deliver against both fixed and changing deadlines.
• High level of experience to analyse all sources of information to identify key issues and present a logical range of solutions. Identifies risks and considers alternatives options, inform concerned colleagues and make decision within their level of authority.
• High level of experience to recognize ways to improve services, methods and systems. Embraces changes, new ways of working, especially with the use of different IT systems, and organisational changes.

Next Steps

CV & Criterion Questions – If you would like to apply for this role, please submit your CV and answer the criterion questions. You will need to provide evidence against Criteria 1, 2 & 4.

More information on the role and the full criteria can be found in the Job Description

Please note that most job offers will be made at the minimum of the salary range, other than in exceptional circumstances.