Senior Lead, Customer Resolution & Service Improvement

Government Recruitment Service; Newcastle upon Tyne; On-site; GBP 59,000 - 69,000; Full time

Benefits offered by this job

Disability Confident

Job summary

Government Recruitment Service in Newcastle-upon-Tyne is seeking a Customer Resolution Senior Lead to oversee complaint handling and resolution across CMS. The role manages approx. 150 colleagues across locations, handling high-profile escalations and ministerial interactions to shape service strategies.

The post requires exceptional leadership, the ability to drive improvements, and a focus on delivering strong customer outcomes within a fast-paced public sector environment.

Qualifications

• Strong leadership and people-management skills.
• Proven ability to analyse data and drive improvements.
• Excellent communication and stakeholder engagement.
• Experience handling complex, high-profile escalated cases.

Responsibilities

• 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 colleagues and stakeholders across CMS and the wider Department to deliver results
• Build collaborative relationships across teams to understand and improve customer experience
• Prepare analysis and recommendations for senior meetings and present key information when needed
• Lead engagement with Members of Parliament and support parliamentary relationships
• Inspire teams to achieve objectives, delivering high performance and transforming outcomes
• Create an inclusive culture and empower teams to develop and grow
• Sign off high-profile and ministerial complaints on behalf of CMS Executive Team

Job description

Government Recruitment Service in Newcastle-upon-Tyne is seeking a Customer Resolution Senior Lead to oversee complaint handling and resolution across CMS. The role manages approx. 150 colleagues across locations, handling high-profile escalations and ministerial interactions to shape service strategies.

The post requires exceptional leadership, the ability to drive improvements, and a focus on delivering strong customer outcomes within a fast-paced public sector environment.