Senior Lead, Customer Resolution & Service Improvement

Department for Work and Pensions (DWP); Falkirk; On-site; GBP 70,000 - 90,000; Full time

Job summary

Department for Work and Pensions (DWP) seeks a Customer Resolution Senior Lead to oversee multiple teams across several centres. You will drive improvements in complaint handling, complex escalations, and ministerial-facing engagements, shaping service strategies through insightful data and strong leadership.

The role demands excellent leadership, resilience, and the ability to influence across CMS and the broader department to deliver enhanced customer outcomes.

Qualifications

• Experience leading teams across multiple locations, including remote or hybrid setups.
• Proven ability to build an engaging, supportive working environment for teams.
• Demonstrated influence with senior and ministerial stakeholders.
• Strong analytical skills to assess processes and performance.
• Ability to identify and implement improved ways of working.

Responsibilities

• Lead around 150 colleagues across several locations and service centres.
• Monitor complaint handling performance and drive continuous improvement.
• Provide transformational leadership to improve customer outcomes.
• Engage senior stakeholders across CMS and the wider DWP.
• Sign off on ministerial complaints where required.

Skills

Leadership across locations

Hybrid/remote team management

Stakeholder influence

Analytical thinking

Change management

Customer outcomes focus

Job description

Department for Work and Pensions (DWP) seeks a Customer Resolution Senior Lead to oversee multiple teams across several centres. You will drive improvements in complaint handling, complex escalations, and ministerial-facing engagements, shaping service strategies through insightful data and strong leadership.

The role demands excellent leadership, resilience, and the ability to influence across CMS and the broader department to deliver enhanced customer outcomes.