Customer Experience and Advanced Support Manager

at  Department for Work and Pensions

JOB SUMMARY

As part of Disability Services (DS) you will be at the heart of helping to transform people’s lives and supporting DS’ purpose of delivering timely and accurate outcomes to our customers.
This is a varied and exciting role, you will be involved in supporting DWP’s most vulnerable customers by leading Customer Experience and Advanced Support (CEAST), Alternative Formats (AF) and Right of Access Requests (RAR) on behalf of the department. This multi-faceted role is unique and challenging and requires a dynamic and pro-active leader who has the appropriate skills, judgement, and experience to deliver against high-priorities with minimal direction.

JOB DESCRIPTION

DS - Disability Services Customer Experience Advanced Support (CEAST), Alternative Formats (AF) and Right of Access Requests (RAR) senior leader (SEO) support the flexible, effective, personalised delivery of customer service, quality and performance across sites.
SEO Leaders inspire colleagues through difficult situations, transform performance and are accountable for the effective utilisation of operational resources, delivering improved value for money and driving out inefficiencies.

Key tasks include:

• Develop, create, and support Internal full Case Reviews, investigating the most serious case failures, identifying root causes; learning from the outcome and ensuring Lessons Learnt are taken forward by the Business.
• By liaising Performance and Planning team on lessons learned to develop solutions, ensuring we become a learning organisation at all levels to identify areas to support and improve the internal process review. Thus, improving the customer journey.
• Produce high quality case briefings for senior leaders; providing accurate responses to any questions raised and taking responsibility for any further actions identified. Signing off verbal and written responses and updates on time with accurate information and pragmatic solutions often to extremely tight timescales.
• Develop effective and transparent reporting mechanisms and ensure accuracy of Management Information (MI) for circulation to stakeholders.
• Lead and manage the CEAST, AF and RAR teams, balancing workflow and meeting legislative targets.
• A passion for excellent customer service through delivering a consistent, high quality and compassionate customer experience.
• Actively looking at what we know about our customers and our organisation to learn and improve service design.
• Strong analytical skills to assess information and evidence to reach an objective decision in line with guidance and provide solutions.
• Thinking laterally and working with stakeholders to provide the right outcome for our customers.
• Strong inspirational and inclusive leadership, including building high-performing teams.
• Technical requirement - sound knowledge of PIP and the PIP Customer Journey.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Key tasks include:

• Develop, create, and support Internal full Case Reviews, investigating the most serious case failures, identifying root causes; learning from the outcome and ensuring Lessons Learnt are taken forward by the Business.
• By liaising Performance and Planning team on lessons learned to develop solutions, ensuring we become a learning organisation at all levels to identify areas to support and improve the internal process review. Thus, improving the customer journey.
• Produce high quality case briefings for senior leaders; providing accurate responses to any questions raised and taking responsibility for any further actions identified. Signing off verbal and written responses and updates on time with accurate information and pragmatic solutions often to extremely tight timescales.
• Develop effective and transparent reporting mechanisms and ensure accuracy of Management Information (MI) for circulation to stakeholders.
• Lead and manage the CEAST, AF and RAR teams, balancing workflow and meeting legislative targets.
• A passion for excellent customer service through delivering a consistent, high quality and compassionate customer experience.
• Actively looking at what we know about our customers and our organisation to learn and improve service design.
• Strong analytical skills to assess information and evidence to reach an objective decision in line with guidance and provide solutions.
• Thinking laterally and working with stakeholders to provide the right outcome for our customers.
• Strong inspirational and inclusive leadership, including building high-performing teams.
• Technical requirement - sound knowledge of PIP and the PIP Customer Journey