Child Maintenance Service - Customer Resolution Senior Lead

Department for Work and Pensions (DWP); Leicester; On-site; GBP 65,000 - 110,000; Full time

Job summary

Department for Work and Pensions (DWP) is seeking a Customer Resolution Senior Lead to head around 150 colleagues across multiple service centres. You will oversee complaint handling, high-profile escalations, and interactions with the Independent Case Examiner (ICE) and Parliamentary and Health Service Ombudsman (PHSO).

This senior role requires resilient leadership and strategic insight to shape future service strategies.

Qualifications

• Leadership across multiple locations, including remote or hybrid teams
• Experience leading teams through change and building capability
• Ability to influence across senior stakeholder groups to improve services
• Strong analytical skills with the ability to assess complex processes and drive improvements
• Customer outcome focus with a track record of delivering performance improvements

Responsibilities

• Lead a number of teams across multiple service centres and routinely engage with senior stakeholders across CMS and the wider DWP
• Monitor and improve complaint handling, performance data, and customer outcomes
• Identify process improvements and lead initiatives to enhance quality and efficiency
• Sign off high-profile and ministerial complaints on behalf of the CMS Executive Team
• Foster an inclusive culture, develop talent, and sustain high-performing teams

Job description

You will lead around 150 colleagues across several locations. Your teams manage customer complaint handling and resolution, complex high profile escalated cases, and work relating to the Independent Case Examiner (ICE) and Parliamentary and Health Service Ombudsman (PHSO). These areas provide valuable insight into customer experience and service quality. You will use this insight to identify improvements and help shape future service strategies.

This is a challenging role which has Ministerial and Senior Leader interest.

The role of Customer Resolution Senior Lead encompasses a broad range of responsibilities and is high-profile role within a fast paced, changeable and demanding environment. This position is a key operational leadership role, accountable for leading a number of teams across multiple service centres and routinely engaging with senior stakeholders across CMS and the wider DWP.

The role requires exceptional leadership skills, making effective use of resource to ensure performance targets and customer objectives are met whilst driving people engagement across their teams and providing transformational leadership to the team and beyond - inspiring colleagues through difficult situations, transforming performance and building high performing teams.

This role is fundamental to understanding and improving the experience our child maintenance customers have, and applicants will need to have a real desire to drive positive changes to support this.

The Key deliverables for a Customer Resolution Senior Lead:

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

Person specification

Your personal statement will be assessed against the following essential criteria. Please ensure you provide specific, evidence-based examples that clearly demonstrate how you meet each one.

Candidates should be able to demonstrate:

• Experience leading teams across different locations, including remote or hybrid teams, while creating an engaging and supportive working environment (Lead criterion)
• Experience leading teams through change, supporting colleagues, building capability and recognising success
• Ability to build effective working relationships and influence others to improve services and performance
• Strong analytical skills, with the ability to critically analyse products and processes, see the bigger strategic picture, identify issues, solve problems and improve services
• Ability to identify new ways of working and apply good practice to improve and modernise services
• Customer outcome focused with the ability to drive improved performance across complex operational functions