Complaints Resolution Manager
| Posting date: | 31 March 2025 |
|---|---|
| Salary: | £30,975 per year |
| Hours: | Full time |
| Closing date: | 14 April 2025 |
| Location: | Burnley |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 398268/1 |
Summary
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.
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