Senior Lead, Customer Resolution & Change Delivery

Department for Work and Pensions (DWP); Dudley; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

Department for Work and Pensions (DWP) is seeking a Customer Resolution Senior Lead to manage around 150 colleagues across multiple locations, focusing on complaint handling and escalation with ICE and PHSO interfaces.

The role is high-profile within a fast-paced environment, leading teams across service centres, engaging senior stakeholders, and driving improvements in customer experience through transformational leadership.

Qualifications

• Experience leading teams across multiple locations, including remote or hybrid models.
• Ability to lead teams through change and recognise success.
• Ability to build effective working relationships and influence improvements.
• Strong analytical skills to assess products and processes and identify issues.
• Customer outcome focus, driving performance across complex operations.

Responsibilities

• Monitor and analyse complaint performance data to drive improvement.
• Identify areas for process improvement and lead initiatives.
• Collaborate with CMS and wider Department to deliver results.
• Build collaborative relationships across teams to improve customer experience.
• Prepare analysis and recommendations for senior meetings and present key information.
• Sign off high-profile and ministerial complaints on behalf of the CMS Executive Team.
• Lead with confidence and resilience to improve performance and outcomes.

Skills

Team leadership across locations

Change management

Stakeholder engagement

Analytical thinking

Customer experience improvement

Cross-functional collaboration

Inclusive leadership

Job description

Department for Work and Pensions (DWP) is seeking a Customer Resolution Senior Lead to manage around 150 colleagues across multiple locations, focusing on complaint handling and escalation with ICE and PHSO interfaces.

The role is high-profile within a fast-paced environment, leading teams across service centres, engaging senior stakeholders, and driving improvements in customer experience through transformational leadership.