Registration and Customer Experience Senior Manager (Assistant Principal)

About the Role The Assistant Principal Officer will lead a high-volume operational area responsible for the registration, assessment, triage and progression of complaints, ensuring all cases are handled efficiently, accurately and in line with statutory requirements, organisational procedures and service standards. The role also has responsibility for a customer experience team, overseeing customer service delivery while driving quality assurance, process improvement and service transformation initiatives. The successful candidate will manage complaint intake and workflow processes, compliance and admissibility checks, quality assurance activities, customer engagement and people management, ensuring a fair, impartial, timely and consistent service for complainants, providers and other stakeholders. Reporting to the Director of Registration, Early Resolution and Transformation, the postholder will play a key leadership role in workforce planning, performance management, operational risk...