This role requires you to drive optimum performance and oversee customer experience activity throughout the department. To maximise and improve the handling of our official correspondence, appeals and FOI requests working with the Head of Operational Excellence, Operations Managers and our Regulatory support functions.
Effective performance management and assurance is an ongoing activity and an integral part of leadership and management. Performance management and assurance is a collection of processes and behaviours for adoption by everyone in the team and is more than the monitoring of key performance indicators. It braces all activities that are designed to support the effective delivery of our services. A key element of that relates to our appeals and complaints process, this role will look beyond reactive responses and support the creation and delivery of a robust framework that delivers the right outcome first time. It will look to reduce double handling effort and create efficiencies in our end to end process. This role will implement and maintain a collaborative working relationship with our regulatory support colleagues to ensure that the appropriate process and behaviours are in place and embedded to effectively manage and optimise performance and assurance across our Customer Service functions. This includes:
- Embed a high adherence to process culture across Customer Service
- Support the Head of Operational Excellence in root causing appeals and complaints.
- Support the Head of Customer Services in effective internal and external key targets and performance indicators
- Support the front and back office staff with regulatory insight assurance.
- Manage robust data quality processes
- Ensure effective monitoring, evaluation and review of performance management processes and activities
- The collection, analysis and utilisation of data and information to track and manage performance, and drive improvements across the service
To apply for this job please visit www.civilservicejobs.service.gov.uk.