The Department for Work and Pensions (DWP) is the UK’s biggest public service department, it administers a range of working age, pension age, disability and ill health benefits to around 18 million claimants and customers.
The Universal Credit Complaints Resolution Managers are part of DWP complaints model, they have a key role in adhering to DWP complaint processes and providing a first class service to customers.
Effective complaint handling plays an integral part in both Universal Credit and the wider DWP, allowing the Department to understand the issues faced by customers and what needs to be done to improve the organisation.
Do you have a passion for delivering excellent customer service? Would you be interested in helping to shape and support the way DWP resolve complaints? If your answer to the above questions is yes, then this may be the ideal role for you.
We are looking for people who are keen to develop themselves, build on their existing skills and experience, who are keen to learn new things and have an inherent desire to put the customer at the heart of what they do.
This is a fast paced role which involves primarily dealing with our customers and MPs over the phone, agreeing resolution plans, drafting clear, concise, accurate complaint responses. As such, having excellent communication skills, both verbal and written is a crucial part of the role. As a Complaints Resolution Manager, you will work closely with operational colleagues and external stakeholders.
The DWP complaints process is one which continues to evolve, and Complaint Resolution Managers have a key role in helping to drive forward this evolution whilst continuing to provide an excellent service to customers and stakeholders alike.
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 .