Service Exception Lead

2 weeks ago

North East, United Kingdom Marine Management Organisation Full time

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

- 292451**Salary**:

- £49,090**Job grade**:

- Grade 7- Grade 7 (N)**Contract type**:

- Permanent**Type of role**:

- Customer Insight**Working pattern**:

- Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- North East EnglandAbout the job

**Job summary**:

- This position is based at Lancaster House, Newcastle**Job description**:
**Organisation Details**

Driven by government’s aim for clean, healthy, safe, productive and biologically diverse oceans and seas, MMO’s purpose is to protect and enhance our precious marine environment, and support UK economic growth by enabling sustainable marine activities and development.

We are the independent regulator for England’s seas, professionally delivering service-focussed outcomes for our customers through our team of 450 colleagues located across the UK. Working as an accountable, innovative, inclusive and engaging organisation, our values guide us as we seek to deliver sustainability, protect marine habitats and administer support to critical parts of UK industry.

This is a really exciting time to join the MMO after becoming an independent coastal state, embedding new repatriated functions and services with an increased focus on sustainable fisheries and the protection and enhancing of the marine environment.

**Job Purpose**

This is a key leadership role for the MMO. To lead and deliver the management of and learning from service exceptions within MMO. The role will include:

- Supporting in the development and delivery of strategic mechanisms to ensure quality responses to customers, MP’s and external organisations around complaints and issues management, ensuring we meet our targets in terms of response times. Lead the analysis of service data to ensure learning to transform the services offered.
- Leading MMO approach to all levels of complaints, FOI’s, complex cases and complex customers and stakeholders.
- Leading our approach to developing expected service standards and learning from situations where service might not have been what we expected.
- Providing strategic advice on complex case and customer management to MMO, Defra and projects.
- Documenting policies and principles for customers and internal colleagues so expectations are clearly understood and managed.
- Defining and delivering effective and transparent mechanisms to capture, define and deliver a programme of service continuous improvement.
- Inputting into MMO’s engagement framework (design; planning and delivery) for external and internal stakeholders.
- Leading the quality responses to FOI requests on behalf of MMO.

The role will work with the Executive Leadership Team and Senior Leadership Team across the organisation to ensure effective mechanisms are in place to understand our service and learn from it.

**NOTE - FAILURE TO USE THE MMO CV TEMPLATE ATTACHED WILL RESULT IN YOUR APPLICATION NOT BEING SIFTED.**

**Person specification**:

- Please refer to Job Description**Benefits**:

- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%

Things you need to know

**Selection process details**:

- Please refer to Job Description
- Feedback will only be provided if you attend an interview or assessment.**Security**:
- People working with government assets must complete baseline personnel security standard (opens in new window) checks.**Nationality requirements**:
This job is broadly open to the following groups:

- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements (opens in a new window)**Working for the Civil Service**:

- The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
- We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).-
- Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.**Contact point for applicants**:
Job contact:

- Name:
- Garry Dando
Recruitment team

**Further information**:

  • Service Lead

    4 weeks ago

    East Sussex, United Kingdom Southdown Housing Association Full time

    **Lewes** **37 hours per week** **£42,855 - £44,897 per year** **Plus £1000 Essential Car User Allowance per year** **The role** - Joining the Senior Management Team, you will lead our internationally recognised Individual Placement and Support (IPS) Supported Employment Services across Sussex. Assessed as a Centre of Excellence, and with above...

  • Clinical Lead

    1 week ago

    North East England, United Kingdom Gilbert Meher Ltd Full time

    Job Title: Clinical Lead Location: Newcastle Hourly Rate: £22.35 per hour About the Role: Gilbert Meher is pleased to collaborate with a leading client in the healthcare sector to recruit a motivated Clinical Lead for a facility in Newcastle. This role offers the opportunity to provide clinical leadership and support to the care team, ensuring the...

  • Residential Home Lead

    1 week ago

    North East England, United Kingdom Gilbert Meher Ltd Full time

    Hourly Rate: £22.35 per hour About the Role: Gilbert Meher is pleased to collaborate with a leading client in the healthcare sector to recruit a motivated Clinical Lead for a facility in Newcastle. This role offers the opportunity to provide clinical leadership and support to the care team, ensuring the delivery of high-quality care to residents. ...

  • Service Delivery Lead

    3 days ago

    North Yorkshire, United Kingdom HM Land Registry Full time

    We have an excellent opportunity for a Service Delivery Lead to join our Service Delivery Directorate. Through your inspirational leadership, you will lead teams to deliver the service, driving a high-performance culture that meets the needs of our people, our customers, and our stakeholders. You will support the Head of Service in the delivery of...

  • Service Delivery Lead

    3 days ago

    Hull, East Yorkshire, United Kingdom HM Land Registry Full time

    We have an excellent opportunity for a Service Delivery Lead to join our Service Delivery Directorate. Through your inspirational leadership, you will lead teams to deliver the service, driving a high-performance culture that meets the needs of our people, our customers, and our stakeholders. You will support the Head of Service in the delivery of...

  • IT Service Team Lead

    1 week ago

    North Yorkshire, United Kingdom The Wilf Ward Family Trust Full time

    IT Services Team Lead£40,000YorkPermanentFull timeThe Wilf Ward Family Trust have an exciting new role Due to expansion, this is to support and develop ourdigitally transform goals. Are you looking for a new challenge? Where you can make a difference?Are you an inspirational individual wanting to work within a values-based organisation? If so, we have an...

  • IT Service Team Lead

    1 day ago

    North Yorkshire, United Kingdom The Wilf Ward Family Trust Full time

    IT Services Team Lead £40,000 York Permanent Full time The Wilf Ward Family Trust have an exciting new role Due to expansion, this is to support and develop ourdigitally transform goals. Are you looking for a new challenge? Where you can make a difference? Are you an inspirational individual wanting to work within a values-based organisation? If so, we...

  • Customer Service Advisor

    7 days ago

    North East, United Kingdom Groundwork Full time

    **Job title**: Customer Service Advisor (x3) **Salary**: National Living Wage **Hours**: 16 hours per week - Flexible **Reporting to**: Project Manager **Locations**:Barrow In Furness (x1), Carlisle (x1) & Workington (x1) **About us** Groundwork aims to be the UK’s leading regeneration charity, working through partnership to create communities in...

  • Service Delivery Lead

    1 day ago

    Hull, East Yorkshire, United Kingdom HM Land Registry Full time

    DN40, Immingham, North East Lincolnshire Upload your CV and be the first to apply We have an excellent opportunity for a Service Delivery Lead to join our Service Delivery Directorate. Through your inspirational leadership, you will lead teams to deliver the service, driving a high-performance culture that meets the needs of our people, our customers,...

  • Resident Service Manager

    1 week ago

    North West, United Kingdom Integro Partners Full time

    Resident Service Manager£26,000 plus bonus of 10%ManchesterWe are excited to present an exceptional opportunity for a talented individual to join  as a Resident Service Manager,  As part of our dynamic team, you will be the primary, customer facing representative for our current and prospective residents, ensuring an exemplary experience from first...

  • Ecology Lead

    3 weeks ago

    Manchester, North West, United Kingdom Global Highland Limited Full time

    Scotland or EnglandSubmit your CV and any additional required information after you have read this description by clicking on the application button.Are you ready to embark on a journey of innovation and impact? Look no further as we have the ideal role for you.Our client is a leading Environmental and Engineering consultancylooking for anan experienced...

  • Service Delivery Lead

    2 weeks ago

    East Sussex, United Kingdom AD WARRIOR Full time

    Service Delivery Lead Check out the role overview below If you are confident you have got the right skills and experience, apply today. Job Type: Full Time Location: Edgware Salary: £33,592 per annum Are you the Service Delivery Leader we are looking for? Do you have the passion, talent, skills and care experience that can make it all add up for the...

  • Customer Service Advisor

    4 weeks ago

    Brighton, East Sussex, United Kingdom Page Personnel Sales Full time

    Our client is a leading insurance company in the UK. They have a large team of professionals who are committed to providing exceptional service to their clients. The company operates in Brighton and offers a range of insurance solutions to meet the diverse needs of their customers. The Key responsibilities for a Customer Support administrator Provide...

  • Task Lead

    3 weeks ago

    North East, Glasgow, United Kingdom NES Fircroft Full time

    Aker Solutions in Dyce, Aberdeen are looking for a Task Lead (Project Engineer) for a brownfield maintenance and modifications contract, this role is inside of IR35. Responsibilities: Provision of Task Lead engineering services to Company Engineering department to enable; Required activities to facilitate smooth and timely delivery of assigned project...

  • Transformation Lead

    7 days ago

    North East, United Kingdom HMRC Full time

    HMRC is going through an exciting time as we undertake a major transformation to modernise our services for our customers. We are delivering cutting-edge digital services, which will affect all of our customers and colleagues. We can only achieve this with the help and support of our people. In the next year we will see the implementation of some of the...

  • Lead Machinist

    2 weeks ago

    North East, Glasgow, United Kingdom RECRUITMENTiQ Full time

    RECRUITMENTiQ is working in partnership with a business with Headquarters in Texas, the business is headed by industry veterans with extensive experience as well as global operating experience in oilfield services, manufacturing, and exploration & production. By acquiring assets and technologies, wewill be able to optimise and extend the life of oil, gas...

  • Fire & Security (Service Engineer)

    4 weeks ago

    North East England, United Kingdom Caledonian Recruitment Group Ltd Full time

    Fire & Security Service Engineer Newcastle Are you passionate about ensuring safety and security in commercial and residential spaces? We are currently seeking a skilled Fire & Security Service Engineer to join the team and play a pivotal role in safeguarding our clients' properties. As a Fire & Security Service Engineer, you'll be responsible for...

  • Customer Experience Lead

    6 days ago

    North West London, United Kingdom Pioneer Selection Full time

    Customer Experience LeadSalary: Circa £40,000 Location: West London (Remotely on Friday's)My client is a rapidly expanding lifestyle brand, committed to delivering exceptional products and customer service. Our team prides itself on sourcing the best ingredients and offering holistic, nature-inspired products to enhance the lives of our customers.Skills...

  • Service Delivery Lead

    1 day ago

    Market Weighton, East Yorkshire, United Kingdom HM Land Registry Full time

    We have an excellent opportunity for a Service Delivery Lead to join our Service Delivery Directorate. Through your inspirational leadership, you will lead teams to deliver the service, driving a high-performance culture that meets the needs of our people, our customers, and our stakeholders. You will support the Head of Service in the delivery of...

  • Health Board Clinical Lead- South East

    4 weeks ago

    South East, United Kingdom Welsh Ambulance Service NHS Trust Full time

    The Clinical Directorate are delighted to share that some exciting opportunities have become available in the South East Region for the position of Health Board Clinical Lead. The roles available include both secondment and permanent positions. We are looking for talented, energetic and forward-thinking individuals. The successful applicants will be working...