Head of Central Complaints & Customer Experience

Office of the Public Guardian; Folly Gate; On-site; GBP 49,000 - 59,000; Full time

Job summary

A government executive agency in England is seeking a skilled leader to manage a centralised Complaints Function. The ideal candidate will have proven experience in delivering high-quality complaint handling outcomes, strong leadership skills, and excellent analytical abilities. This role requires overseeing a motivated team and handling sensitive complaints with empathy. The position offers a competitive salary and a supportive work environment. Flexibility in work arrangements and development opportunities are also provided.

Benefits

Salary: £58,511

Contribution to Civil Service Defined Benefit Pension scheme: £16,950

Access to learning and development

Flexible working options

Inclusive working culture

Annual leave and public holidays

Season Ticket Advance

Qualifications

• Experience in delivering high-quality outcomes in a complaints or correspondence handling function.
• Strong leadership capabilities in managing teams.
• Proven analytical skills for resolving complex cases.

Responsibilities

• Lead a centralised Complaints Function and ensure timely handling of complaints.
• Inspire and motivate the complaints team to maintain high performance.
• Oversee complaints handling and ensure responses are fair and empathetic.

Skills

Ability to oversee and manage a complaints or correspondence handling function

Ability to lead and motivate multi-disciplinary teams

Ability to manage competing priorities and deadlines

Ability to apply high levels of analytical skills

Excellent written and verbal communication skills

Job description

A government executive agency in England is seeking a skilled leader to manage a centralised Complaints Function. The ideal candidate will have proven experience in delivering high-quality complaint handling outcomes, strong leadership skills, and excellent analytical abilities. This role requires overseeing a motivated team and handling sensitive complaints with empathy. The position offers a competitive salary and a supportive work environment. Flexibility in work arrangements and development opportunities are also provided.