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Complaints Manager

Job details
Posting date: 04 September 2024
Salary: £35,711 to £41,567 per year
Additional salary information: National £35,711 to £36,545, Outer London £39,209 to £41,567, Inner London £40,912 to £41,567.
Hours: Full time
Closing date: 17 September 2024
Location: Telford
Company: Government Recruitment Service
Job type: Permanent
Job reference: 367146/40

Summary

DWP helps people lift themselves out of poverty and to stay out of poverty, through work, saving and support. This is a hugely important public service, and our challenge is bigger than ever. As part of the Counter Fraud, Compliance and Debt (CFCD) Directorate you will be at the heart of DWP’s front line operations, helping to change people's lives and supporting CFCD's purpose of fighting fraud in the welfare system.

  

CFCD 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.  

The Counter Fraud, Compliance & Debt Complaints team is part of the wider DWP Complaints team. 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, engaging in feedback meetings and upskilling events.
  • 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 11 Complaint Resolution Managers.
  • Take a hands-on approach to deliver high quality complaint insight.
  • Working collaboratively with other Complaint Managers across DWP & external departments.