Customer Resolution Team Manager

1 week ago

Glasgow, Glasgow City, United Kingdom Ministry of Justice Full time
Job Title: Customer Resolution Team Manager

We are seeking an experienced and skilled Customer Resolution Team Manager to join our team at the Ministry of Justice. As a key member of our Customer Resolution Team, you will be responsible for managing and delivering our complaints procedure, leading a small team of complaint handlers, and providing support, guidance, and leadership to the team.

Key Responsibilities:
  • Investigate and respond to escalated complaints in a timely and effective manner.
  • Lead the team to ensure resolutions are provided in line with our complaints procedure.
  • Provide feedback, support, and training to the team to ensure resolutions are of high quality.
  • Build individual and team capability through one-to-one performance discussions and addressing risks to performance.
  • Provide complaints data and insight to senior leaders and wider operational colleagues.
  • Work closely with internal stakeholders to provide feedback that improves our service.
Requirements:
  • Experience working with escalated complaints in a government or public sector organization.
  • Strong leadership and management skills, with the ability to motivate and develop a team.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with colleagues and stakeholders.
  • Ability to analyze complaints data and provide insights to improve our service.
What We Offer:
  • A competitive salary and benefits package.
  • The opportunity to work in a dynamic and fast-paced environment.
  • Professional development and training opportunities.
  • A supportive and collaborative team environment.

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