At a Glance
- Tasks: Lead teams to resolve customer complaints and improve service quality for child maintenance.
- Company: Join the Department for Work and Pensions, the UK's largest public service provider.
- Benefits: Enjoy a competitive salary, flexible work-life balance, and opportunities for personal growth.
- Other info: Be part of an inclusive workforce that values diversity and supports career development.
- Why this job: Make a real difference in children's lives while developing your leadership skills.
- Qualifications: Strong leadership abilities and a passion for improving customer experiences.
The predicted salary is between 58961 - 69399 £ per year.
As the UK government’s largest public service provider, the Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policies. The Child Maintenance Service (CMS) supports parents who are unable to reach a private financial agreement by ensuring - and when necessary, enforcing - their legal responsibility to contribute to their child’s living costs. Our mission is simple: to get money to children, because it makes a real difference in their lives. While we’ve made significant progress in transforming our service, we remain ambitious about what more we can achieve for the families who rely on us. CMS is a dynamic and rewarding place to work. Step into any of our service centres and you’ll find passionate, dedicated professionals committed to supporting our customers. We are proud to foster an inclusive and diverse workforce where everyone can thrive. If you're looking to make a difference, this could be the career for you.
This is a fantastic opportunity to start or grow a fulfilling career in the Civil Service. We offer a flexible work-life balance, along with opportunities for growth, challenge, and personal development. You will lead around 150 colleagues across several locations. Your teams manage customer complaint handling and resolution, complex high profile escalated cases, and work relating to the Independent Case Examiner (ICE) and Parliamentary and Health Service Ombudsman (PHSO). These areas provide valuable insight into customer experience and service quality. You will use this insight to identify improvements and help shape future service strategies.
This is a challenging role which has Ministerial and Senior Leader interest. The role of Customer Resolution Senior Lead encompasses a broad range of responsibilities and is a high-profile role within a fast paced, changeable and demanding environment. This position is a key operational leadership role, accountable for leading a number of teams across multiple service centres and routinely engaging with senior stakeholders across CMS and the wider DWP.
The role requires exceptional leadership skills, making effective use of resource to ensure performance targets and customer objectives are met whilst driving people engagement across their teams and providing transformational leadership to the team and beyond - inspiring colleagues through difficult situations, transforming performance and building high performing teams. This role is fundamental to understanding and improving the experience our child maintenance customers have, and applicants will need to have a real desire to drive positive changes to support this.
The Key deliverables for a Customer Resolution Senior Lead:
- Monitor and analyse complaint performance data to drive continuous improvement across CMS
- Identify areas for process improvement and lead initiatives to enhance quality and efficiency
- Work with a range of colleagues and stakeholders across CMS and the wider Department, communicating and influencing effectively to deliver results
- Work within and across teams building strong and collaborative relationships with a diverse mix of people at all levels to understand and improve our customer experience
- Prepare analysis and recommendations for senior meetings and present key information when needed
- Support development and delivery of our engagement approach with Members of Parliament
- Lead with confidence and resilience, and help teams improve performance, service quality and customer outcomes
- Inspire and empower others to deliver against all agreed objectives, ensuring that delivery and outcomes are completed to the required standards
- Create an inclusive culture where people feel valued, supported and able to develop
- Take all required action to sign off high profile and ministerial complaints on behalf of the CMS Executive Team
Proud member of the Disability Confident employer scheme.
Child Maintenance Service - Customer Resolution Senior Lead in Plymouth employer: Government Recruitment Service
The Ministry of Justice is an exceptional employer, offering a dynamic and inclusive work environment where finance professionals can thrive. With a strong commitment to employee development, flexible working options, and a robust pension scheme, the MoJ fosters a culture of collaboration and innovation, ensuring that every team member has the opportunity to influence key financial strategies that impact the nation. Located nationally, this role provides the unique advantage of engaging with diverse stakeholders across the UK, making it a rewarding place for those seeking meaningful contributions to public service.
Contact Details:
Government Recruitment Service Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Child Maintenance Service - Customer Resolution Senior Lead in Plymouth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Government Recruitment Service. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Government Recruitment Service before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Child Maintenance Service - Customer Resolution Senior Lead in Plymouth
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Government Recruitment Service:Your cover letter is your chance to shine! Tell us why you want to work at Government Recruitment Service specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Government Recruitment Service!
How to prepare for a job interview at Government Recruitment Service
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
