Senior Lead, Customer Resolution & Service Transformation

Department for Work and Pensions (DWP); Birkenhead; On-site; GBP 75,000 - 90,000; Full time

Job summary

Department for Work and Pensions (DWP) is seeking a Customer Resolution Senior Lead to guide around 150 colleagues across multiple service centres, focusing on complaint handling, escalated cases, and engagement with the Independent Case Examiner (ICE) and Parliamentary and Health Service Ombudsman (PHSO). The role drives service improvements and strategic direction in a fast-paced environment.

The Senior Lead will work with CMS and the wider Department, delivering robust performance, staff

Qualifications

• Experience leading teams across different locations, including remote or hybrid.
• Experience leading teams through change, supporting colleagues, building capability and recognising success.
• Ability to build effective working relationships and influence others to improve services.
• Strong analytical skills, with the ability to critically analyse products and processes, see the bigger strategic picture, identify issues, solve problems and improve services.
• Ability to identify new ways of working and apply good practice to improve and modernise services.
• Customer outcome focused with the ability to drive improved performance across complex operational functions.

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 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.

Skills

Leadership across locations

Stakeholder engagement

Data analysis

Change management

Communication

Job description

Department for Work and Pensions (DWP) is seeking a Customer Resolution Senior Lead to guide around 150 colleagues across multiple service centres, focusing on complaint handling, escalated cases, and engagement with the Independent Case Examiner (ICE) and Parliamentary and Health Service Ombudsman (PHSO). The role drives service improvements and strategic direction in a fast-paced environment.

The Senior Lead will work with CMS and the wider Department, delivering robust performance, staff