DWP helps people lift themselves out of poverty and to stay out of poverty, through work and support. This is a hugely important public service, and our challenge is bigger than ever. As part of Universal Credit Operations you will be at the heart of DWP’s front line operations, helping to change people's lives.
Universal Credit Complaints is a great place to work where the leadership team are passionate about attracting the best talent whilst nurturing and valuing new and existing colleagues to be the best they can be. We are looking for people who can demonstrate our values and commitment to leadership which are based around Collaboration, Resilience and Inclusivity. We look for emotionally aware leaders who enable teams to be innovative, adaptable and flexible. We want you to be comfortable challenging the norm and finding daring and dynamic solutions that support our values and enable colleagues to shine in whatever role they do.
Your work as a Complaints Manager will include a range of duties as follows:
* Prioritise and allocate work whilst ensuring manageable workloads are maintained.
* Monitor quality, complete checks where appropriate, engage in feedback meetings, coaching and upskilling.
* Participate in cases conferences for high profile and complex complaints.
* Become competent in the use of eCase (DWP's complaints database).
* Analyse management information (MI), day to day intake and clearance.
* Identify correspondence and complaint trends, working with the business to improve processes.
* Lead a team of Complaint Resolution Managers (EO).
* Take a hands-on approach to deliver high quality Complaint insight.
* Working collaboratively with other Complaint Managers across DWP & external Departments.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .