Senior Lead, Customer Resolution & Service Transformation

Department for Work and Pensions (DWP); Hastings; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

Department for Work and Pensions (DWP) is seeking a Customer Resolution Senior Lead to manage around 150 colleagues across multiple locations. You will oversee complaint handling, escalated cases, and engagements with ICE and PHSO, shaping service strategies and delivering improvements in customer experience.

This high-profile operational leadership role requires transformational leadership, strong stakeholder engagement, and a focus on delivering outcomes that meet Ministerial expectations.

Qualifications

• Experience leading teams across multiple locations, including remote or hybrid work.
• Experience leading teams through change and building capability.
• Ability to build effective working relationships and influence improvements.
• Strong analytical skills to critically analyse processes and drive improvements.
• Customer-focused with the ability to drive performance in complex operations.

Responsibilities

• Monitor and analyse complaint performance data to drive improvements.
• Identify areas for process improvement and lead efficiency initiatives.
• Collaborate with CMS and the wider Department to deliver results.
• Build collaborative relationships across teams to improve customer experience.
• Prepare analysis and recommendations for senior meetings and present key information.
• Support engagement with Members of Parliament.
• Lead with confidence and resilience to improve performance and outcomes.
• Create an inclusive culture where people feel valued and supported.
• Sign off high profile and ministerial complaints on behalf of the CMS Executive Team.

Skills

Team leadership

Change management

Stakeholder management

Analytical skills

Job description

Department for Work and Pensions (DWP) is seeking a Customer Resolution Senior Lead to manage around 150 colleagues across multiple locations. You will oversee complaint handling, escalated cases, and engagements with ICE and PHSO, shaping service strategies and delivering improvements in customer experience.

This high-profile operational leadership role requires transformational leadership, strong stakeholder engagement, and a focus on delivering outcomes that meet Ministerial expectations.