Senior Customer Service Leader

Set the strategic vision and provides positive leadership across their cluster that drives consistent performance and efficient service to our customers.Demonstrate personal accountability and leadership through periods of change.Empower their people to deliver a professional, quality service, through a strong personal commitment to building an engaged workforce. Encourages collaborative working between teams and districts which drives innovation and improvements.Oversee the effective management and deployment of resource across your cluster and district to support the delivery of current priorities.Inspire others to drive performance and deliver a positive and efficient service to our customers, through performance coaching enabling others to understand and use data intelligently. Effectively promoting the departmental agenda and service offer to external stakeholders, setting strategic place-based plans and influencing partners at a senior level to achieve positive outcomes. Accountable for the management of performance across sites in their cluster by:Undertaking regular performance reviews.Identifying risks to performance.Address variance.Monitoring quality to ensure that one customer, one service, one business.Committed to their own professional development and building the capability of others, including the achievement of Operational Delivery Profession (ODP) standards and digital capability.An active member of the Universal Credit Operations Leadership Team, contributing to the wider Departmental agenda.Actively promotes health and wellbeing and takes responsibility to maintain a safe and healthy working environment.