Job summary
This is a high profile and business critical role, with responsibility for operational performance and delivery in several sites within a District or a Service Centre site. Accountable for creating the right environment and culture to support the delivery of excellent, high quality, compassionate, tailored customer service across several sites / geographical clusters.
They will lead people engagement across their sites, setting high standards for leadership throughout the business.
They provide senior leadership and effective use of resource to ensure organisational objectives are met.�They will co-ordinate the development of business-critical external relationships within the sites/clusters. Provide transformational leadership and coaching of the leaders within their business area and beyond - inspiring colleagues through difficult situations, transforming site performance and building high performing teams.
It is a great opportunity to make a real difference to the lives of the people of Scotland by driving our performance and embedding a culture of continuous improvement.
You�ll play a key strategic role in enabling the delivering on the UK Governments employment ambitions, which are covered below.
1. Helping people to move into work and supporting those already in work to progress, with the aim of increasing overall workforce participation.
2. Providing effective, efficient, and innovative services to the millions of customers who rely on us every day, including the most vulnerable in society.
3. Improving experience of our services while maximising value for money for the taxpayers.
This is a diverse and demanding role, in a fast-paced environment which constantly strives to improve customer outcomes. As a result, it�s a fantastic opportunity for the right person to continue to develop their professional career in a challenging yet rewarding role and environment.
A candidate pack with further information is attached at the bottom of the advert.
Job description
4. Set the strategic vision and provides positive leadership across their cluster that drives consistent performance and efficient service to our customers.
5. Demonstrate personal accountability and leadership through periods of change.
6. Empower their people to deliver a professional, quality service, through a strong personal commitment to building an engaged workforce. �
7. Encourages collaborative working between teams and districts which drives innovation and improvements.
8. Oversee the effective management and deployment of resource across your cluster and district to support the delivery of current priorities.
9. 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.�
10. 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.� �
11. Accountable for the management of performance across sites in their cluster by:
12. Undertaking regular performance reviews.
13. Identifying risks to performance.
14. Address variance.
15. Monitoring quality to ensure that one customer, one service, one business.
16. Committed to their own professional development and building the capability of others, including the achievement of Operational Delivery Profession (ODP) standards and digital capability.
17. An active member of the Universal Credit Operations Leadership Team, contributing to the wider Departmental agenda.
18. Actively promotes health and wellbeing and takes responsibility to maintain a safe and healthy working environment.
Person specification
19. You�ll be a proven senior leader. Able to inspire and motivate multi-disciplinary teams to deliver exceptional customers outcomes, in a large complex organisation.
20. You�ll have strong internal and external stakeholder management skills. Able to build and maintain a wide network, at senior levels, to drive progress against our priorities.
21. You�ll have experience of delivering a high quality, cost-effective service in a large complex organisation. Able to deliver a quality service across multiple locations, teams and leadership layers under your command.�
22. You�ll be a skilled communicator. Able to bring DWP's strategies and priorities to life for your teams, explaining complex issues in a way that�s easy to understand and deliver difficult messages with sensitivity.
Behaviours
We'll assess you against these behaviours during the selection process:
23. Leadership
24. Managing a Quality Service
25. Communicating and Influencing
26. Working Together
Benefits
Alongside your salary of �52,412, Department for Work and Pensions contributes �15,183 towards you being a member of the Civil Service Defined Benefit Pension scheme.
27. Learning and development tailored to your role.
28. An environment with flexible working options.
29. A culture encouraging inclusion and diversity.
30. A with an employer contribution of