Senior Lead — Customer Resolution & Experience

Department for Work and Pensions (DWP); Newcastle upon Tyne; Hybrid; GBP 90.000 - 110.000; Vollzeit

Zusammenfassung

Department for Work and Pensions (DWP) in Newcastle upon Tyne seeks a Customer Resolution Senior Lead to oversee around 150 colleagues across multiple service centres, managing complaint handling, escalated cases, and engagement with Parliament and ombudsman interfaces.

This high-profile role requires delivering performance against targets and driving service improvements to enhance customer experience across CMS.

Qualifikationen

• Experience leading teams across multiple locations, including remote or hybrid settings.
• Ability to lead through change and build capability within the team.
• Strong stakeholder influence to improve services and performance.
• Strong analytical skills to critically analyse processes and drive improvements.
• Ability to identify new ways of working and apply good practice.
• Customer outcome focus with ability to drive performance across complex operations.

Aufgaben

• Lead around 150 colleagues across several locations and service centres.
• Oversee complaint handling, resolution of complex escalated cases, and engagement with ICE and PHSO interfaces.
• Engage with senior stakeholders across CMS and the wider DWP to shape service strategies.
• Monitor performance and drive continuous improvement in customer experience and service quality.
• Inspire and empower teams, build high performing culture and deliver agreed objectives.

Jobbeschreibung

Department for Work and Pensions (DWP) in Newcastle upon Tyne seeks a Customer Resolution Senior Lead to oversee around 150 colleagues across multiple service centres, managing complaint handling, escalated cases, and engagement with Parliament and ombudsman interfaces.

This high-profile role requires delivering performance against targets and driving service improvements to enhance customer experience across CMS.