Temporary assignment - £28.16 per hour - Service Exception Lead - Monday Friday - Hybrid working - Newcastle
Your new company
Hays Recruitment is delighted to be representing a Government organisation in recruiting a Service Exception Lead Exclusively. This role involves management of a small team and to deliver quality customer service and resolve complaint resolution to stakeholders and customers, whilst implementing the organisations strategies and supporting in an improved service.
Your new roleTo lead and deliver the management of and learning from service exceptions within the organisation. The role will include:
- Supporting in the development and delivery of strategic mechanisms to ensure quality responses to customers, MP's and external organisations around complaints and issues management, ensuring we meet our targets in terms of response times. Lead the analysis of service data to ensure learning to transform the services offered.
- Dealing with all complex cases and complex customers and stakeholders.
- Leading the organisations approach to developing expected service standards and learning from situations where service might not have been what was expected
- Documenting policies and principles for customers and internal colleagues so expectations are clearly understood and managed
- Defining and delivering effective and transparent mechanisms to capture, define and deliver a programme of service continuous improvement
- Inputting into engagement framework (design; planning and delivery) for external and internal stakeholders
- Leading the quality responses to FOI requests
What you'll need to succeed
- Experience of managing customer complaints and using insight received through complaints to information to define service improvements.
- Experience of handling Ministerial contact, parliamentary questions and the handling of high risk or complex ministerial requests.
- Experience of complex service issue management - highlighting risks, issues and escalating to the appropriate parts of the business.
- Experience of managing access to Information requests and the adherence of FOI/EIR requests timescales and rules.
- Experience of operational service design and the approaches to use when starting to transform an organisation to be truly customer service centric
- Experience of developing learnings from operational experience and converting this into lasting change
- Experience of managing competing and changing priorities and making robust, impartial and evidence-based decisions aligned to the organisations goals and strategies
- Ability to engage and influence and operate at a senior level with a wide range of internal/external stakeholders.
- Extensive leadership skills with the ability to inspire and motivate at all levels and experience in leading a professional and diverse team
- Strong communication skills consulting with a wide range of people, in appropriate media.
- Experience of providing training, coaching and mentoring on subjects such as writing, dealing with the media, customer complaints responses and reputation management.
What you'll get in returnFlexible working options available.
- Hybrid
- Monday - Friday
- 9-5 flexi hours
- Newcastle
- temporary with view for extension
- £28.16 premium rate
- rewarding job
What you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
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