Ministry of Housing, Communities and Local Government
Head of Correspondence Operations
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Head of Correspondence Operations
Location: Bristol, Darlington, London, Manchester, Wolverhampton (Potential to base remotely with London visits for Ministerial Group meetings)
About the Role
We are MHCLG – the Ministry of Housing, Communities and Local Government – and we’re seeking an outstanding Head of Correspondence Operations to elevate our Ministerial Group’s correspondence handling into one of the best-performing and most innovative units in government.
This high-impact, senior policy-focused role oversees the Correspondence Unit, responsible for drafting responses to public, Ministerial and department-wide enquiries. The successful candidate will lead operational excellence, driving efficiencies through data-driven insights, process optimisation, and system transformation, while fostering a high-performing, collaborative team culture.
Ideal for: Experienced leaders who thrive in strategic yet fast-paced environments, enjoy working within G7 Ministerial offices and cross-government partnerships, and want to make a meaningful public service impact.
Key Responsibilities
The Head of Correspondence Operations will:
- Set and enforce world-class standards in correspondence handling, ensuring responses (including ministerial clearances) align with policy priorities and public needs.
- Oversee operational delivery, including:
- Managing incoming correspondence logs, electronic systems, and handovers to external departments (e.g.,子部门, regions) with full-data-supported escalation and performance tracking.
- Coordinating decisions with department-wide teams, Ministerial Offices, and policy units.
- Design and implement targeted process improvements through quality assurance, digital tools, and automated workflows (e.g., standardised drafting templates).
- Drive analytical rigor by monitoring KPIs (team productivity, turnaround time, efficiency metrics) and using access to historical data to anticipate surges in influx.
- Foster a culture of high performance, managing a team of 1 SEO and 4 EOs, with a focus on:
- Staff development, continuous training, and wellbeing initiatives.
- Recruitment, onboarding, and retention of high-calibre talent.
- Act as the primary liaison with Ministerial Offices to tailor responses to Ministers’ perspectives while representing correspondence needs up the chain.
- Support transformative initiatives, including digital innovations aimed at centralising drafting management or localisation of efficiencies nationwide.
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Person Specification
Core Skills and Qualifications
We’re looking for a leader who inspires action and innovates with tangible results. Must-haves include:
Experience
- Proven track record of leading at senior operational or policy level, including managerial roles across dispersed/remote teams.
- Deep understanding of ministerial correspondence or sensitive casework, within central or local authorities, national government, or high-stake policy environments.
- A demonstrated ability to drive change (e.g., automation pilots, resource optimisation) using evidence-based approaches.
- Experience of government frameworks, including (ideally) Secure Token Infrastructure (STI).
Technical & Theoretical Knowledge
- Fluent written communication in Ministry-standard British English and passive而是美化 (informalwriting style).
- Business process modelling and risk management—capacity to diagnose and remediate fragile systems.
- Proficiency in Microsoft Office Suite (Excel for data analytics) and electronic casework management systems (we use caseFile system).
Soft Skills
- Unwavering adaptability: thriving under pressure in high-volume, fast-moving environments.
- Expert stakeholder coordination with Ministerial offices, internal divisions, and externally (e.g., media, lobbies).
- Passion for equipping staff with robust skills—leads training and peer coaching.
Preferences For Selecting for Excellence
While not mandatory, success will be complemented by:
- Familiarity with digital correspondence transformation projects.
- Knowledge of the Civil Service Professional Framework (grades EQ equivalent).
- Experience in responding to youth justice or mark handling.
Benefits
Core Package
- Salary: 💶 £58,092 (King’s messaging probable); reactivates defined benefit benefits with £16,829 in top-up civil service pensions.
- Career Growth: Structured pathways within MHCLG and transferable expertise applicable across government.
Premium Civil Service Rewards
- 🚲 MyLifestyle benefits Scheme: £1,000/year value for employee & dependents.
- Education Support: Bursaries, student loans, and career development funds.
- Wellbeing: Access to counsellors, financial advice clinics, and dark kitchen subscription.
- Sustainable Commuting: Cycle-to-work option + advance purchase with discounts.
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Selection Process
An interview-based parcours to assess the two critical pillars:
Stage 1: Written Application
- Documentation: Submit a 2-part submission—paralleled, under one PDF.
- Detailed CV (talent manager must check minimal prominence absence to PII).
- Outline your “sounding like us” contender in an A4 written pitch—link your claims to the criteria prescribed to prove alignment.
Stage 2: Assessment (Group & Technical)
- Bloodlit drive: Interview with Behaviourial + Experience framework assessment.
- Behaviours: Managing for a quality service outcome / Becoming for one-pager / Delivering at pace / Leadership.
- Font-press experience-based questions reflecting each section of the role (contact BEAP to specify plans).
- Catered presentation: Prep a 5-minute talk, honing in your solutions to government-supplied challenges (details follow).
Critical Prerequisites for Success
To join us, you must comply with the following:
Security: Induction Requirement
- Bidirectional Basic Personal Security Standard (BPSS) & Counter-Terrorism Check (CTC) clearance for the National Office.
- Require plus equivalent location for London office holders.
Nationality & Visa Reminder
- Eligible groups include UK residents, past/present EU/EEA nationals, Irish/G8 and G8 family workers/dblues.
Hybrid Flexibility
- Core office attendance woodside adhoc depending on local/MO Handover needs.
- For Johannesburgh-based staff, mandatory 2 days/week on-site at 2 Marsham St, Westminster.
Ready? Apply through [our advertised link] today. Disability Inclusion Guarantees are assured as our enacted scheme includes progressive steps to better level play.
For additional clarity, ping the recruitment contacts:
- Alex Badrick (alex.badrick@mhclg)
- Resourcing Hub: recruitment@communities.gov.uk
[size=12](Note: Must visit CareerMHCLG.information sites adherent to UHA requirements—System Guide included).
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