Senior Lead, Customer Resolution & Service Improvement

Government Recruitment Service; Falkirk; On-site; GBP 59,000 - 69,000; Full time

Benefits offered by this job

Disability Confident employer scheme

Job summary

Government Recruitment Service is recruiting for a Customer Resolution Senior Lead in Falkirk, part of the UK Civil Service framework. The role leads about 150 colleagues across several CMS locations, directing complaint handling, escalated cases, and work tied to the ICE and PHSO.

You will use insights to shape service strategy and improvements, aligning with ministerial priorities. The role demands exceptional leadership, resilience, and the ability to drive performance, engagement, and

Qualifications

• Experience leading teams and managing complex escalated cases.
• Ability to analyse data to drive service improvements.
• Strong communication and collaboration with senior stakeholders.

Responsibilities

• Lead around 150 colleagues across multiple service centres.
• Manage customer complaint handling and resolution including high profile cases.
• Collaborate with CMS and Department leaders to shape service strategy and improvements.
• Sign off on ministerial complaints and provide transformational leadership.

Skills

Leadership

Stakeholder engagement

Complaint handling

Performance management

Tools

CMS systems

Job description

Government Recruitment Service is recruiting for a Customer Resolution Senior Lead in Falkirk, part of the UK Civil Service framework. The role leads about 150 colleagues across several CMS locations, directing complaint handling, escalated cases, and work tied to the ICE and PHSO.

You will use insights to shape service strategy and improvements, aligning with ministerial priorities. The role demands exceptional leadership, resilience, and the ability to drive performance, engagement, and