Complaints Senior Manager

As part of Disability Services (DS) you will be at the heart of helping to change 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 handling customer complaints, Independent Case Examiner Reviews (ICE) and Members of parliament (MPs) office on behalf of the department. This role is unique and challenging, with the aim of helping drive down complaints and make business improvements/recommendations as a result. DS Complaints senior leaders (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:

• Directly line manage a team, provide clear, visible and strong leadership and engage with colleagues to drive high performance and quality.
• Create an inclusive team environment, embracing different individual needs, views and ideas, making it clear to all that bullying, harassment and discrimination is unacceptable.
• Work with internal and external stakeholders, encourage collaborative working between teams, build relationships and achieve mutually beneficial outcomes.
• Motivate, develop and encourage teams, undertake regular performance reviews, provide coaching, learning and development and one to ones to develop skills.
• Identify risks to performance achievement and drive forward continuous improvement.
• Monitor and improve the quality of telephony and end-to-end customer experience, ensuring that 'one customer, one service, one business' becomes a reality within DWP.
• Provide relevant information to colleagues regarding changes to policy, legislation and statutory requirements as appropriate, and identify and implement best practice.
• Ensure all security matters (including information protection) are dealt with promptly and sensitively, in line with DWP policies and procedures.
• Work closely with wider SLT to influence decision making to deliver positive outcomes for customers and business.
• Use networking and influencing to create, maintain and improve service delivery for all customers.
• Support the identification of priorities and work collaboratively to ensure the delivery of both your own and others' objectives.