The ideal candidate will have a strong background in operational leadership, with experience in managing customer service teams and driving continuous improvement. They will be responsible for overseeing the entire casework process, from initial contact to resolution, and will work closely with the Chief Ombudsman and Executive Team to ensure that all cases are handled in a timely and fair manner. The successful candidate will also be tasked with ensuring that vulnerable customers receive the support and assistance they need throughout the process, and will be expected to drive a culture of excellence and accountability within the operational teams.In addition to leading the casework service, the operational leader will also be responsible for developing and implementing strategies to improve efficiency and effectiveness, as well as identifying opportunities for innovation and growth. They will play a key role in shaping the overall customer experience and will be expected to collaborate with other departments to ensure a seamless journey for all customers. Overall, we are looking for a dynamic and results-driven individual who can lead our operational teams to deliver high-quality outcomes and exceptional service to all customers, especially those who are most in need of support.