Senior Lead, Customer Resolution & Service Improvement

Government Recruitment Service is recruiting for a Customer Resolution Senior Lead in Falkirk, part of the UK Civil Service framework. The role leads about 150 colleagues across several CMS locations, directing complaint handling, escalated cases, and work tied to the ICE and PHSO.

You will use insights to shape service strategy and improvements, aligning with ministerial priorities. The role demands exceptional leadership, resilience, and the ability to drive performance, engagement, and

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