Senior Lead, Customer Resolution & Service Excellence

Government Recruitment Service; Birkenhead; Vor Ort; GBP 59.000 - 69.000; Vollzeit

Benefits dieser Stelle

Disability Confident employer scheme

Zusammenfassung

Government Recruitment Service is seeking a Customer Resolution Senior Lead in Birkenhead. You will oversee about 150 staff across multiple sites, directing complaint resolution, high-profile cases, and Parliamentary/Ombudsman work.

The role demands senior leadership and transformational change skills to improve customer outcomes. This is a high-profile operational leadership position within CMS/DWP, requiring resilience, strategic insight and strong stakeholder engagement at ministerial levels.

Qualifikationen

• Experience leading large multi-site teams in a fast-paced public sector environment.
• Proven ability to analyse complaint performance data to drive improvements.
• Skilled at engaging senior stakeholders including Ministers and Parliament.
• Demonstrated transformational leadership and employee development.

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.
• 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

Kenntnisse

Leadership

Stakeholder management

People management

Data analysis

Change management

Public sector awareness

Jobbeschreibung

Government Recruitment Service is seeking a Customer Resolution Senior Lead in Birkenhead. You will oversee about 150 staff across multiple sites, directing complaint resolution, high-profile cases, and Parliamentary/Ombudsman work.

The role demands senior leadership and transformational change skills to improve customer outcomes. This is a high-profile operational leadership position within CMS/DWP, requiring resilience, strategic insight and strong stakeholder engagement at ministerial levels.