Universal Credit Complaint Resolution Manager

Overview

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 management grade role which involves primarily dealing with our customers and MPs over the phone, agreeing resolution plans, drafting clear, concise and 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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