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Published on 13 June 2025
Head of Customer Advice Telephony and Transformation
Glasgow, Manchester, Newcastle, or Nottingham Office With an element of working from home
Location
Glasgow, Manchester, Newcastle, or Nottingham Office With an element of working from home. Please be aware that this role can only be worked in Great Britain and not overseas. You will be asked to express a location preference during the application process. Informal hybrid arrangements are available and the balance between home and workplace working is to be agreed with the line manager to achieve the right balance between collaboration, in-person engagement and flexibility.
Regular travel will be an expected part of this role.
About the job
Job summary
The Acas Advice Service is often a customer’s first experience of Acas. People generally contact Acas when they have encountered a problem at work and need advice and guidance on what options are available to help resolve the problem. Our customers can range from those who are HR professionals with a lot of experience, through to extremely vulnerable workers at risk of exploitation.
You will be required to highlight drivers for change, providing opportunities to drive innovation and explore connections between our work and the impact on our stakeholders delivered through a multi-channel Advice Service. A key element for the post holder will be engagement of our people (HL Advisors, TU colleagues, DR colleagues etc) to co-design the future of the service. You will be responsible for driving innovation and delivering on-going improvements to develop our people and the service we offer to our customers and establish service performance standards. You will be the business lead for the implementation of a new ACD/WFM system and development of proposals for service transformation to improve the efficiency and effectiveness of the service with a focus on how technology and channel shift can enhance productivity.
You will:
* Identify and manage risks to the service, design, and implementation of the strategy.
* Providing governance and assurance by holding transformation performance review meetings to ensure benefits, targets and outputs are realised.
* Nurturing and managing external stakeholder and commercial relationships.
* Act as delivery lead on Service Transformation and continuous improvement, ensuring service and user needs are understood and that project actions and outcomes fully support operational requirements.
* Utilise findings from the Future of Advice Project and colleague feedback to inform decision making and develop proposals for service development and continuous improvement.
* Work with DDaT technical leaders to ensure successful implementation of a new systems e.g. telephony and Workforce Management System.
* Co-ordinate user research activity for internal and external users and utilise this to develop proposals for service improvement.
* Work with a range of colleagues to ensure operational interface with DDaT is effective and that business user responses/input is cohesive, co-ordinated and timely.
* Ensuring effective communication relating to telephony Replacement and Service Transformation to ensure colleagues at all levels are informed and supported.
* Develop testing and training proposals, secure buy-in and oversee implementation.
* Identifying and controlling risks, issues and changes that may arise during the project, resolving problems and conflicts that may arise.
Main Accountabilities
* Advice Channel Management - Accountable for providing assurance around necessary infrastructure required to deliver advice through a variety of channels.
* Advice Channel Diversification - ensure advice is delivered in line with customer needs through all channels including Developing proposals for service transformation.
* Maintaining corporate governance records relating, liaising with colleagues across ABS and DDaT.
* Creating implementation plans, including test and training plans for relevant activities.
* To work alongside the Head of Advice and senior leaders to ensure connectivity into BAU and evolving service changes.
* Call Recording/Data Capture - Accountable for ensuring evidence is basis of decisions and liaising with DDaT colleagues to obtain analysis ensuring that trends are detected in advice requests.
* Performance Improvement Projects – Accountable for leading the team by supporting the implementation and delivery of business improvement projects across the function, liaising with DDaT and other Directorates as required.
* Stakeholder Relationships- Accountable for developing relationships with external partners in order to fulfil strategic ambitions. In addition, identify good practice, specifically wider government-led advice services and private sector providers.
* Leadership – Accountable for leading, managing and developing the team and service.
* Standard Operating Procedures – Accountable for ensuring that standard operating procedures to ensure efficiency are accurate and clearly understood by all team members.
* Service Resource Management – Accountable for workforce planning in conjunction with the People Function Workforce Planning and Recruitment team, ensuring appropriate level and skill of resources are available to deliver services required.
Who we are
Acas exists to make working life better for everyone in Britain. We are the experts in workplace matters, we’re impartial, so we’re not on anyone’s side. That means we’re working for everyone to help prevent and resolve workplace issues.
Acas helps employers and employees by providing information, advice, training, conciliation and other services that prevent or resolve workplace problems.
Acas: Britain’s Workplace Experts
Acas has been recognised for its Diversity and Inclusion in the workplace from the Employers Network for Equality and Inclusion awards – Disability Confident Highly Commended; Pay Gap award winner and Overall winner for public sector organisations. Acas is committed to providing services and developing policies which embrace diversity, promote equality of opportunity and eliminate unlawful discrimination.
Person specification
Experience
* Experience of service transformation (Lead).
* Experience of leading large scale projects.
* In depth knowledge of the Acas Advice Service.
Behaviours
We'll assess you against these behaviours during the selection process:
* Leadership
Benefits
Alongside your salary of £57,985, Advisory, Conciliation and Arbitration Service contributes £16,798 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
We’re big believers in rewarding people for the amazing work they do, take a look at some of the fantastic benefits we offer:
* Learning and Development;
* Health and wellbeing;
* Cycle to work scheme;
* Interest free season ticket loans;
* Volunteering opportunities.
* Could you ask for any more?
You’ll have access to a Lifestyle website, where you’ll be able to grab savings over a wide range of products from holidays to your weekly shop.
To find out more please check out - Working for Acas
Things you need to know
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.
How to apply
Please click on the 'Apply now' button.
As part of the application process, you will be asked to complete:
An evidence-based statement of suitability and CV reflecting the essential and desirable Experience requirements as listed in the Job Description. Your statement of suitability should be no longer than 1,000 words. It should avoid generalised assertions, instead including specific examples of achievements, explaining the degree of challenge, what you did and the outcomes.
The CV will be for reference only and will not be assessed.
Should a large number of applications be received, an initial sift may be conducted using the:
Lead Criteria: Experience of service transformation.
Candidates who pass the initial sift may be progressed to a full sift of all the above requirements or progressed straight to assessment/interview.
If a large number of applications meet the minimum standard an interview wait list may be created for this position. This means that if you have met the minimum requirements at sift you may be placed at a ‘Hold’ status for up to 12 months and if we are able to invite you to an interview we will be in touch.
If you have successfully passed sift, you will be invited to an interview via MS Teams which is likely to take place week commencing 14 July 2025. The interview will be a Behaviour and Experience based interview and will also include a 5 minute Presentation.
A reserve list will be created for this position, this means that if you have passed the interview, but we couldn’t offer you this position, you’ll be on a reserve list for 12 months if a similar position becomes available.
If a person with disabilities is put at a 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 Acas HR Recruitment Service via HRRecruitment@acas.org.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 accessibility considerations to enter the building or interview room, for communications or adjustments for testing procedures.
Feedback will only be provided if you attend an interview or assessment.
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