Senior Lead, Customer Resolution & Service Transformation

Department for Work and Pensions (DWP); Leicester; On-site; GBP 65,000 - 110,000; Full time

Job summary

Department for Work and Pensions (DWP) is seeking a Customer Resolution Senior Lead to head around 150 colleagues across multiple service centres. You will oversee complaint handling, high-profile escalations, and interactions with the Independent Case Examiner (ICE) and Parliamentary and Health Service Ombudsman (PHSO).

This senior role requires resilient leadership and strategic insight to shape future service strategies.

Qualifications

• Leadership across multiple locations, including remote or hybrid teams
• Experience leading teams through change and building capability
• Ability to influence across senior stakeholder groups to improve services
• Strong analytical skills with the ability to assess complex processes and drive improvements
• Customer outcome focus with a track record of delivering performance improvements

Responsibilities

• Lead a number of teams across multiple service centres and routinely engage with senior stakeholders across CMS and the wider DWP
• Monitor and improve complaint handling, performance data, and customer outcomes
• Identify process improvements and lead initiatives to enhance quality and efficiency
• Sign off high-profile and ministerial complaints on behalf of the CMS Executive Team
• Foster an inclusive culture, develop talent, and sustain high-performing teams

Job description

Department for Work and Pensions (DWP) is seeking a Customer Resolution Senior Lead to head around 150 colleagues across multiple service centres. You will oversee complaint handling, high-profile escalations, and interactions with the Independent Case Examiner (ICE) and Parliamentary and Health Service Ombudsman (PHSO).

This senior role requires resilient leadership and strategic insight to shape future service strategies.