Director General, Service Excellence

Amanda Reynolds


Amanda Reynolds was appointed Director General for Service Excellence on 1 February 2021.

Her previous roles include:

  • Global Partnership Director, Centrica
  • Executive Customer Experience Director, Affinity Water
  • Head of Customer Channels, Nationwide Building Society
  • Head of Transformation, Santander

Director General, Service Excellence

The Director General, Service Excellence is responsible for:

  • delivery of services across the lifecycles of UK households, from child maintenance to pensioners
  • cross-cutting services to all of DWP including fraud, error, debt, disputes and appeals
  • managing the transformation of services and ensuring that change is implemented successfully in an integrated way across our services
  • ensuring customer complaints and mandatory reconsiderations of decisions are properly handled, both on time and correctly

Amanda is also the Diversity and Inclusion Social Mobility Champion.

Department for Work and Pensions