Strategic Leader for Client Services

3 weeks ago

Leicester, Leicester, United Kingdom Department of Work & Pensions - Digital Full time
Job Title: Head of Client Services

As a key member of the Department of Work & Pensions - Digital team, you will play a critical role in providing strategic leadership and accountability for all aspects of service delivery, people plans, and embedding significant change, including digitalization and demand deduction.

Key Responsibilities:
  • Provide inspirational and resourceful leadership to a large team of up to 1,000 colleagues, across several locations, through direct line management of Senior Operational Leaders (G7's), in a complex, fast-paced operational environment to deliver a quality service.
  • Lead through a period of accelerated change for the organization and have an influential role in shaping the strategic direction, communicated to colleagues through our CMS Story, enabling a digital transformation program that delivers increased efficiency and service improvements and supporting the design and implementation of a new organizational model.
  • Demonstrate visible leadership through a commitment to people engagement and driving cultural change by empowering others to develop, you will be expected to continue establishing a culture of continuous improvement through remote line management across multiple sites.
  • Lead accountability for specific customer segments providing vision and reporting up to the CMS Executive Team, Director General, and Minister, i.e., Applications, Maintenance, Benefits, and Telephony and Portfolios, i.e., Quality.
  • There may be a requirement to lead one of our Service Centres in a sponsorship role.
  • As this role covers various locations across the UK, you will be expected to commit to frequent travel.
Essential Criteria:
  • Inspirational and resourceful leadership with a proven track record of leading large teams over 100+ colleagues, making a strong personal impact, demonstrating resilience to deliver against key performance measures timeously and accurately.
  • Excellent communication abilities with proven experience of influencing and motivating people at all levels.
  • Confidence managing senior stakeholder relationships, including delivering various communications to a high standard to an array of stakeholders, including Ministers, Senior Leaders, and Trade Union.
  • Ability to understand and lead change, inspiring and obtaining commitment from colleagues by encouraging discussion, innovation, and ideas in support of long-term organizational vision.
  • Ability to understand and lead transformational change, including channel shift and moving demand into digital services, inspiring and obtaining commitment from colleagues by encouraging discussion, innovation, and ideas in support of long-term organizational vision.
  • A passion for building high-performing teams, actively promoting equality, diversity, and inclusion in the workplace to drive an inclusive learning culture and create opportunities for all.
  • Experience of driving excellent customer service, particularly in a telephony environment, ensuring service standards fully meet client expectations by challenging and improving processes.
  • Ability to identify, interpret, and analyze information, including MI, and other data to identify areas for action, key risks, and performance hotspots.
Benefits:
  • Working for DWP will include benefits such as learning and development tailored to your role, an environment with flexible working options, a culture encouraging inclusion and diversity, and a Civil Service pension with an average employer contribution of 28.97%.
  • CMS is committed to the Wellbeing of all colleagues, support includes Wellbeing conversations, dedicated Wellbeing Advocates in each Service Centre to develop and deliver health and wellbeing initiatives, and our own Intranet site offering a wealth of information, guidance, and support.
  • We Value Everybody is one of our five Core Values here in CMS. We have active National Network Groups for Race, Disability, Carers, Wellbeing, Faith & Belief, and Age. Our monthly People Group meeting draws these groups together to listen, act, and update CMS Directors with our plans.
  • CMS Colleagues have the opportunity to join HASSRA, a vibrant and successful organization that provides a first-class program of competitions, activities, and benefits for its members (subscription payable monthly). It also has an important part to play in helping us achieve a healthy work-life balance and wellbeing in the workplace.

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