Senior Lead, Customer Resolution & Service Improvement

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

Benefits dieser Stelle

Disability Confident employer scheme

Zusammenfassung

The Government Recruitment Service is seeking a Customer Resolution Senior Lead for the Child Maintenance Service in Dudley. You will oversee activities across several locations, leading around 150 colleagues who handle customer complaints, complex escalated cases, and interactions with the Independent Case Examiner and the Parliamentary and Health Service Ombudsman.

This high-profile role requires exceptional leadership to drive improvements, strategic insight, and strong engagement with CMS

Qualifikationen

• Leadership experience at scale
• Stakeholder management
• Change leadership

Aufgaben

• Monitor and improve complaint performance data across CMS
• Lead multiple teams across service centres with senior stakeholder engagement
• Sign off high-profile ministerial and ICE/PHSO complaints
• Deliver strategic improvements to customer experience and service quality
• Inspire and develop high-performing teams with inclusive culture

Jobbeschreibung

The Government Recruitment Service is seeking a Customer Resolution Senior Lead for the Child Maintenance Service in Dudley. You will oversee activities across several locations, leading around 150 colleagues who handle customer complaints, complex escalated cases, and interactions with the Independent Case Examiner and the Parliamentary and Health Service Ombudsman.

This high-profile role requires exceptional leadership to drive improvements, strategic insight, and strong engagement with CMS