Customer Service Leader

6 months ago

Yorkshire and Humberside, United Kingdom Department for Work and Pensions Full time

**Details**:
**Reference number**:

- 309337**Salary**:

- £36,649 - £41,480- Pay award pending**Job grade**:

- Senior Executive Officer**Contract type**:

- Permanent**Business area**:

- DWP - Work and Health Services - Universal Credit Job Centre**Type of role**:

- Operational Delivery**Working pattern**:

- Flexible working, Full-time**Number of jobs available**:

- 4Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- North East England, Yorkshire and the HumberAbout the job

**Job summary**:
As part of the DWP Operational Delivery you will be at the heart of DWP’s front line operations helping to change people lives in our communities from around the 20 million plus customer base.

DWP is responsible for helping people move into employment, supporting pensioners and protecting some of the most vulnerable in our society. We help people lift themselves out of poverty and to stay out of poverty, through work, saving and support. This is a hugely important public service and our challenge is bigger than ever.

These are key roles that requires flexibility and versatility, to help us deliver excellent customer service, make sound decisions, implement change and lead others.

Applicants must be able to demonstrate a passion for public service and are able to encourage and influence others to deliver quality outcomes to help claimants become financially independent.

We currently have opportunities in Universal Credit where you would be working in a Job Centre and leading teams in front of house operations.

Frequent travel across areas of responsibility can be required.

**Stockton -** To be based across Stockton/Thornaby/Billingham Cluster. Preferred home office location for this cluster will be Stockton.

**Hartlepool - **To be based across Hartlepool/Darlington Cluster. Home office location can be either site in this cluster.

**Durham -** To be based across Durham/ Chester-le-Street / Peterlee / Seaham / Spennymoor cluster. Home office can be any site in this cluster

**Grimsby -** To be based across Grimsby / Scunthorpe / Immingham / Barton. Home office location for this cluster must be Grimsby.

**Job description**:

- Provide visible and effective leadership through regular site visits taking a personal lead in engaging with and communicating key messages and implementing corporate changes.
- Motivate and encourage teams to operate flexibly, seeking feedback, listening and acting on this, setting performance standards and personalising services for our customers.
- Encourage collaborative working between teams and directorates to drive innovation and service improvements.
- Contribute to people planning activities ensuring appropriate and effective deployment of people and resources within and between sites.
- Accountable for the management of performance within their command, undertaking regular face-to-face performance reviews with their direct reports, identifying risks to performance achievement and driving forward continuous improvement.
- Develop a holistic grasp of all customer and claimant types enabling to lead, design and manage new and future business roles and processes.
- Build capability by personally coaching and mentoring colleagues at all grades on a variety of procedural and leadership skills.
- To use knowledge to identify gaps in training/learning products, and working with the L&D community to improve/develop.
- Monitoring and improving the quality of the face-to-face/telephony and end-to-end customer experience, ensuring that one customer, one service, one business becomes a reality within DWP.
- Ensure all security matters are dealt with promptly and sensitively, in line with DWP policies and procedures.

**Person specification**:
You have strong and effective leadership experience with an ability to communicate with clarity, conviction and enthusiasm with colleagues, partners and stakeholders to drive positive outcomes. **(Lead Criteria)**

You have experience and knowledge of leading diverse teams through effective coaching and mentoring to improve service delivery and achievement of stretching business objectives.

You are capable of delivering performance improvement through proactive management of people and processes and ensuring compliance with performance management policies, procedures and you demonstrate resilience in overcoming difficulties by taking ownership for resolving issues.

You will be proactive in designing, developing and delivering high quality outcomes that meet customer needs/improves customer service and deliver value for money or establishing ways to find and respond to customer feedback.

You will have the ability to understand and lead change, inspiring and obtaining commitment from colleagues by encouraging discussion, innovation and ideas in support of long term organisational vision.

You can build trusting relationships with colleagues and a range of stakeholders, through effective working relationships with

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