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SEO Investigations Operational Leader, Independent Case Examiner’s Office
| Posting date: | 09 September 2024 |
|---|---|
| Salary: | £40,201 to £43,347 per year |
| Hours: | Full time |
| Closing date: | 22 September 2024 |
| Location: | Bootle |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 368583/1 |
Summary
As business-critical roles, SEO Investigations Operational Leaders will lead teams of Investigators within a large operational unit to deliver high quality performance outputs to demanding timescales. Specifically, this means ensuring the delivery of an exemplar, independent complaint handling and investigatory function within DWP, the UK’s biggest public service department. SEO Investigations Operational Leaders must possess strong leadership skills and have experience of delivering within a fast-paced operational environment. They will monitor and drive performance, lead, coach and empower teams and make sound decisions. They will work collaboratively both across the unit, and more widely across DWP to achieve great outcomes. They will possess inspirational and resourceful leadership skills and be able to demonstrate a background in complaint handling and resolution.
The Independent Case Examiner’s Office is based in Redgrave Court, Bootle, Liverpool. This role may be suitable for hybrid working, which is where an employee works part of the week in their office, and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. Hybrid workers are required to work in the office an average of two days per week over a four-week period, as a minimum. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.
- Providing visible, accessible, and effective leadership, taking a personal lead in communicating messages with clarity and conviction.
- Coaching HEO Investigators to undertake robust investigations into escalated complaints and produce high quality investigation or outcome reports in line with the high standards set and maintained within the unit.
- Delivering excellent customer service in a fast-paced environment and maintaining high levels of performance.
- Interpreting MI and qualitative data to understand how the unit is delivering and through this, identify and implement solutions to drive performance improvements and delivery of a positive and efficient service to our customers.
- Collaborating and negotiating with internal and external stakeholders to meet the unit’s objectives.
- Responsible for the direct line management of HEO Investigators within the unit, through whom quality outcomes will be delivered in a complaint handling setting.