Senior Customer Resolution Manager

Permanent recruitment exercise
Rural Payments Agency:
As the Defra paying agency for agriculture, food and environmental subsidy schemes in England, we make payments to a wide range of customers who include farmers, traders and land owners. We manage over 40 schemes to help ensure we have a healthy rural
economy and strong rural communities. You can find more information on what the Rural Payments Agency does at

Why join RPA:
The Rural Payments Agency has an exciting opportunity for skilled individuals to join our team and make a difference. RPA is undergoing a major transformation which aims to put in place enhanced support for its customers. We are looking for individuals with background experience in agriculture, covering areas such as countryside and land management, along with strong customer engagement and presentation skills, with an
ability to negotiate successful outcomes.

The RPA is creating regionally based teams to provide support to farmers and stakeholders. As a part of these teams you will deal with complex difficult customer and stakeholder case work, getting out and about to meet farmers, stakeholder and industry representatives to help resolve their issues. You will play a key role to help the agency build capability in this area and contribute towards supporting customers. It is likely that any issues you deal with will span a number of scheme delivery areas, so a working knowledge of subsidy scheme delivery areas would be a positive advantage. You will be part of a fast paced and diverse work environment and a collaborative and supportive workforce. This will be an opportunity to enhance your skills and experience to develop
your career, and to use your skills and experience to help the agency deliver vital support services to the agriculture industry.

The role:
The post holder will play a pivotal role in leading a Customer Resolution function for the Rural Payments Agency, being part of a team delivering the resolution of complex customer and stakeholder issues across all of the scheme delivery areas for the agency.

The post holder will be responsible for engagement with customers and stakeholders, leading challenging conversations and negotiating satisfactory outcomes. Face to face engagement with the customer will be a frequent requirement.

As well as dealing with current issues, there will be a requirement to identify improvements and to build effective relationships with customers and stakeholders, helping to identify preventative action to avoid future issues and continuously improve the customer service delivery of the Rural Payments Agency.

Locations: The role may be based in any of our offices in the North or South West. You will need to spend significant time at our Carlisle, or Exeter offices. The role is flexible, though you will need to demonstrate how you intend to make the role work: RPA looks to support flexible working, which means that you may be able to work from home or in an RPA office nearest to you for some of the week. National travel will be required for these roles.

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