Senior Lead, Customer Resolution — Multi-Site & High Impact

Department for Work and Pensions (DWP); Plymouth; Hybrid; GBP 60.000 - 85.000; Vollzeit

Zusammenfassung

Department for Work and Pensions (DWP) seeks a Customer Resolution Senior Lead to manage around 150 colleagues across multiple locations, handling customer complaints and escalated cases, including work relating to the ICE and PHSO. The role requires senior leadership and transformational capability in a fast-paced environment.

You will influence senior stakeholders across CMS and the wider Department, drive performance against targets, and foster an inclusive, high-performing culture focused on

Qualifikationen

• Experience leading teams across multiple locations, including remote or hybrid teams.
• Ability to drive change and develop capability within teams.
• Ability to influence a range of stakeholders to improve services.
• Strong analytical skills to analyse performance data and processes.
• Ability to identify new ways of working and modernise services.
• Customer outcomes focus with track record of improved performance.

Aufgaben

• 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.
• Communicate and influence effectively to deliver results across CMS and the wider Department.
• Lead cross-site teams to meet performance targets and customer objectives.

Kenntnisse

People leadership

Change management

Stakeholder influence

Analytical thinking

Service improvement

Public administration knowledge

Jobbeschreibung

Department for Work and Pensions (DWP) seeks a Customer Resolution Senior Lead to manage around 150 colleagues across multiple locations, handling customer complaints and escalated cases, including work relating to the ICE and PHSO. The role requires senior leadership and transformational capability in a fast-paced environment.

You will influence senior stakeholders across CMS and the wider Department, drive performance against targets, and foster an inclusive, high-performing culture focused on