Senior Customer Service Leader

at  Department for Work and Pensions

JOB SUMMARY

This is a high profile and business critical role, with responsibility for operational performance and delivery in several sites within a District or a Service Centre site. Accountable for creating the right environment and culture to support the delivery of excellent, high quality, compassionate, tailored customer service across several sites / geographical clusters.
They will lead people engagement across their sites, setting high standards for leadership throughout the business.
They provide senior leadership and effective use of resource to ensure organisational objectives are met. They will co-ordinate the development of business-critical external relationships within the sites/clusters. Provide transformational leadership and coaching of the leaders within their business area and beyond - inspiring colleagues through difficult situations, transforming site performance and building high performing teams.
It is a great opportunity to make a real difference to the lives of the people of Scotland by driving our performance and embedding a culture of continuous improvement.

You’ll play a key strategic role in enabling the delivering on the UK Governments employment ambitions, which are covered below.

• Helping people to move into work and supporting those already in work to progress, with the aim of increasing overall workforce participation.
• Providing effective, efficient, and innovative services to the millions of customers who rely on us every day, including the most vulnerable in society.
• Improving experience of our services while maximising value for money for the taxpayers.

This is a diverse and demanding role, in a fast-paced environment which constantly strives to improve customer outcomes. As a result, it’s a fantastic opportunity for the right person to continue to develop their professional career in a challenging yet rewarding role and environment.
A candidate pack with further information is attached at the bottom of the advert.

JOB DESCRIPTION

• Set the strategic vision and provides positive leadership across their cluster that drives consistent performance and efficient service to our customers.
• Demonstrate personal accountability and leadership through periods of change.
• Empower their people to deliver a professional, quality service, through a strong personal commitment to building an engaged workforce.
• Encourages collaborative working between teams and districts which drives innovation and improvements.
• Oversee the effective management and deployment of resource across your cluster and district to support the delivery of current priorities.
• Inspire others to drive performance and deliver a positive and efficient service to our customers, through performance coaching enabling others to understand and use data intelligently.
• Effectively promoting the departmental agenda and service offer to external stakeholders, setting strategic place-based plans and influencing partners at a senior level to achieve positive outcomes.
• Accountable for the management of performance across sites in their cluster by:
• Undertaking regular performance reviews.
• Identifying risks to performance.
• Address variance.
• Monitoring quality to ensure that one customer, one service, one business.
• Committed to their own professional development and building the capability of others, including the achievement of Operational Delivery Profession (ODP) standards and digital capability.
• An active member of the Universal Credit Operations Leadership Team, contributing to the wider Departmental agenda.
• Actively promotes health and wellbeing and takes responsibility to maintain a safe and healthy working environment.

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)

You’ll play a key strategic role in enabling the delivering on the UK Governments employment ambitions, which are covered below.

• Helping people to move into work and supporting those already in work to progress, with the aim of increasing overall workforce participation.
• Providing effective, efficient, and innovative services to the millions of customers who rely on us every day, including the most vulnerable in society.
• Improving experience of our services while maximising value for money for the taxpayers