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UK Senior Leader for Customer Experience

1 month ago

Cowdenbeath, Fife, United Kingdom Department for Work and Pensions Full time

Role Overview



In this pivotal role as a Senior Customer Experience Leader within the Department for Work and Pensions, you will drive exceptional customer outcomes across multiple sites in Scotland. With a strong focus on operational performance and delivery, you will create a culture that fosters high-quality, compassionate, tailored customer service.

Your Key Responsibilities



As a strategic leader, you will:

  • Set the vision and provide positive leadership to drive consistent performance and efficient service to our customers.
  • Demonstrate personal accountability and leadership through periods of change.
  • Empower your team to deliver a professional, quality service, through a strong commitment to building an engaged workforce.
  • Encourage collaborative working between teams and districts, driving innovation and improvements.
  • Oversee the effective management and deployment of resources across your cluster and district to support current priorities.
  • Inspire others to drive performance and deliver a positive and efficient service to our customers, through performance coaching and enabling data-driven decision-making.
  • Effectively promote the departmental agenda and service offer to external stakeholders, setting strategic place-based plans and influencing partners at a senior level to achieve positive outcomes.
  • Accountable for managing performance across sites in your cluster by undertaking regular reviews, identifying risks, addressing variance, monitoring quality, and ensuring alignment with our core values.


About You



To succeed in this challenging yet rewarding role, you will be a proven senior leader with experience in delivering high-quality, cost-effective services in large complex organisations. You must possess strong internal and external stakeholder management skills, able to build and maintain networks at senior levels to drive progress against our priorities. Additionally, you should be a skilled communicator who can bring our strategies and priorities to life for your teams, explaining complex issues in an easily understandable manner.

What We Offer



As a Senior Customer Experience Leader with the Department for Work and Pensions, you can expect:

  • A competitive salary of £52,412, plus an employer contribution towards your Civil Service Defined Benefit Pension scheme (£15,183).
  • Opportunities for learning and development tailored to your role.
  • An inclusive environment with flexible working options.
  • A culture encouraging diversity and inclusion.


Becoming Part of Our Team



If you are a passionate and results-driven leader seeking a new challenge, we encourage you to apply for this exciting opportunity. Join us in shaping the future of customer experience within the Department for Work and Pensions.