Group Director of Customer Services

Organisation: Information Commissioners Office Role: Group Director of Customer Service Remuneration: £116,155 per annum - £141,007 per annum plus benefits Contract: Permanent (Grade H) 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 Virtual tour of No.3 Circle Square About Us The Information Commissioner's Office (ICO) is looking for an outstanding Group Director for Customer Service to lead our ambitious transformation of customer-facing services. This is a unique opportunity to make a real impact, setting the direction for how we deliver high-quality, accessible and innovative services to over 1.5 million customers each year. About the Role Reporting to the Executive Director for DDaT and Customer Experience, you will lead the development and implementation of the ICO's 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 ICO's highest-volume services, ensuring customers get timely, valuable support. Shape the organisation's 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: you'll be at the forefront of designing the future of customer service while also ensuring today's services deliver excellence. About You We're 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, you'll be passionate about delivering high-quality, customer-centred services that support the ICO's role as a world-leading regulator. Why Join Us? The ICO offers an exciting, fast-paced environment where your work will directly influence how millions of people and businesses experience information rights in the UK. As part of our senior leadership team, you will have the platform to drive meaningful change, foster innovation, and build a lasting legacy. 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 ICO's commitment to the Disability Confident Scheme. As part of the ICO's 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

The Information Commissioner's Office (ICO) is the UK's independent authority set up to uphold information rights in the public interest, promoting openness by public bodies and data privacy for individuals.