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Complaint Handling Team Lead

2 months ago

Liverpool, Liverpool, United Kingdom Department for Work and Pensions Full time
Job Summary

We are seeking a highly skilled and experienced leader to join our team as an SEO Investigations Operational Leader. As a key member of our Independent Case Examiner's Office, you will be responsible for leading a team of investigators to deliver high-quality performance outputs to demanding timescales.

Key Responsibilities
  • Leadership and Team Management
    • Provide visible, accessible, and effective leadership to your team, taking a personal lead in communicating messages with clarity and conviction.
    • Coach and develop your team members to undertake robust investigations into escalated complaints and produce high-quality investigation or outcome reports.
  • Customer Service and Performance
    • Deliver excellent customer service in a fast-paced environment, maintaining high levels of performance and quality standards.
    • Interpret MI and qualitative data to understand how the unit is delivering and identify solutions to drive performance improvements.
  • Stakeholder Engagement and Collaboration
    • Collaborate and negotiate with internal and external stakeholders to meet the unit's objectives.
    • Build effective relationships and networks to deliver outcomes and drive service improvements.
  • Complaint Handling and Investigative Casework
    • Responsible for the direct line management of HEO Investigators within the unit, through whom quality outcomes will be delivered in a complaint handling setting.
    • Ensure that all investigations are undertaken to high and demanding quality standards.
Person Specification

The successful candidate should be able to demonstrate the following:

  • Experience and skills in leading large operational teams to deliver high levels of performance and customer service.
  • Experience and skills in complaint handling, investigative casework, and/or issue resolution, preferably in a leadership role.
Essential Criteria

The successful candidate should be able to demonstrate the following:

  • Strong operational leadership and the ability to demonstrate having led and motivated high-performing teams to deliver high levels of performance.
  • Complaint handling/investigative casework experience.
  • A proven record of maintaining demanding service standards and delivering business outcomes, both personally and through the teams you have led.
  • Outstanding coaching skills that motivate and encourage your people to deliver.
  • Strong organisational skills and the ability to work in a fast-paced environment with challenging deadlines.
  • Excellent communication and interpersonal skills.
  • An innovative approach to problem-solving.
  • A flexible and proactive approach to leading out change.
  • An ability to build effective relationships and networks to deliver outcomes and drive service improvements.
  • Demonstration of exemplar behaviours and ways of working that support making the office of the Independent Case Examiner an inclusive place to work where people perform at their best.
Behaviours

We'll assess you against these behaviours during the selection process:

  • Leadership
  • Making Effective Decisions
  • Managing a Quality Service
  • Delivering at Pace
Technical Skills

We'll assess you against these technical skills during the selection process:

  • Strong analytical skills to assure investigatory work is undertaken to high and demanding quality standards.
  • Complaint handling knowledge and experience.
Benefits

We offer a range of benefits to support your career development and well-being, including:

  • An employer pension contribution of up to 27%.
  • Generous annual leave entitlement of 23 days for new entrants rising up to 30 days, based on your working pattern.
  • Family-friendly flexible working arrangements, such as hybrid working, job sharing, term-time working, flexi-time, and compressed hours.
  • Learning and development tailored to your role, including industry-recognised qualifications, coaching, and mentoring.
  • An inclusive and diverse environment with opportunities to join staff networks.
  • Professional development, coaching, mentoring, and career progression opportunities.
  • Time off for volunteering and charitable giving.
  • Discounts and savings on shopping, fun days out, and more.
  • Interest-free loans to buy a bike or a season ticket.