Senior Lead, Customer Resolution – Transform CMS Outcomes

Government Recruitment Service; Central Ontario; On-site; CAD 111,000 - 130,000; Full time

Benefits offered by this job

Disability Confident employer scheme

Job summary

Government Recruitment Service is recruiting for a Customer Resolution Senior Lead within the Child Maintenance Service. You will oversee around 150 colleagues across multiple locations, handling complex complaints and high-profile escalations while engaging with senior stakeholders.

The role drives service improvements, supports the Independent Case Examiner and PHSO relationships, and leads transformational leadership across CMS and the wider DWP. A dynamic, high-profile leadership position.

Responsibilities

• Monitor and analyse complaint performance data to drive continuous improvement across CMS
• Identify areas for process improvement and lead initiatives to enhance quality and efficiency
• Work with a range of colleagues and stakeholders across CMS and the wider Department, communicating and influencing effectively to deliver results
• Work within and across teams building strong and collaborative relationships with a diverse mix of people at all levels to understand and improve our customer experience
• Prepare analysis and recommendations for senior meetings and present key information when needed
• Support development and delivery of our engagement approach with Members of Parliament
• Lead with confidence and resilience, and help teams improve performance, service quality and customer outcomes
• Inspire and empower others to deliver against all agreed objectives, ensuring that delivery and outcomes are completed to the required standards
• Create an inclusive culture where people feel valued, supported and able to develop
• Take all required action to sign off high profile and ministerial complaints on behalf of the CMS Executive Team

Job description

Government Recruitment Service is recruiting for a Customer Resolution Senior Lead within the Child Maintenance Service. You will oversee around 150 colleagues across multiple locations, handling complex complaints and high-profile escalations while engaging with senior stakeholders.

The role drives service improvements, supports the Independent Case Examiner and PHSO relationships, and leads transformational leadership across CMS and the wider DWP. A dynamic, high-profile leadership position.