Location
Barnsley, Birkenhead, Blackburn, Bradford, Dewsbury, Grimsby, Halifax, Houghton-le-Spring, Hull, Leeds, Lytham St Annes, Mexborough, Middlesbrough, Middleton, Peterlee, Pudsey, Scunthorpe, Southport, Sunderland, Wallsend, York
About The Job
Job summary
Do you have a passion for public service? Would you like to make a difference to someone's life? If so, we would like to hear from you. DWP helps people lift themselves out of poverty and to stay out of poverty, through work, saving, and support. This is a hugely important public service and our challenge is bigger than ever.
As part of Counter Fraud and Compliance and Debt (CFCD) you will be at the heart of DWP's front line operations helping to change people's lives and supporting CFCD's purpose of fighting fraud in the welfare system.
With varied and exciting roles, you will be involved in reviewing fraud, error, and debt within the department. This role is unique and challenging, with the aim of helping drive down the level of fraud and error within the benefit system.
Job Description
CFCD Higher Executive Officer (HEO) Team Leaders support the flexible, effective, personalised delivery of customer service, quality, and performance across sites. HEO Team Leaders inspire colleagues through difficult situations, transform performance, and are accountable for the effective utilisation of operational resources, delivering improved value for money and driving out inefficiencies.
Successful candidates will be posted to either CFC Operational Teams or into our Debt Management Team. All our leaders will be leading and driving performance as per the key tasks below but it's important to state that CFC Operational leaders primarily work in a case work environment. Whereas in Debt Management the setting is different, and our leaders work in a telephone-based call centre environment.
Key Tasks Include
* Directly line manage a team, provide clear, visible and strong leadership and engage with colleagues to drive high performance and quality.
* Create an inclusive team environment, embracing different individual needs, views, and ideas, making it clear to all that bullying, harassment, and discrimination is unacceptable.
* Work with internal and external stakeholders, encourage collaborative working between teams, build relationships and achieve mutually beneficial outcomes.
* Motivate, develop, and encourage teams, undertake regular performance reviews, provide coaching, learning and development, and one-to-ones to develop skills.
* Identify risks to performance achievement and drive forward continuous improvement.
* Monitor and improve the quality of the face-to-face/telephony and end-to-end customer experience, ensuring that one customer, one service, one business becomes a reality within DWP.
* Provide relevant information to colleagues regarding changes to policy, legislation, and statutory requirements as appropriate, and identify and implement best practice.
* Ensure all security matters (including information protection) are dealt with promptly and sensitively, in line with DWP policies and procedures.
* Use networking and influencing to create, maintain and improve service delivery for all customers.
* Support the identification of priorities and work collaboratively to ensure the delivery of both your own and others objectives.
Person Specification
What We Are Looking For In Our Leaders
* Strong leadership and interpersonal skills.
* A driven, energetic leader who is able to improve quality and consistency within our customer journey.
* Strong collaboration and negotiation skills, with experience of influencing and managing effective stakeholder relationships.
* Excellent communication, presentation and organisational skills.
* Able to innovate and make sound business decisions at pace, through creative thinking and a flexible, agile outlook and approach.
* Able to work at pace in an ambiguous and changing business landscape.
* Able to lead remotely, promote inclusivity and hold a solid understanding of equality and diversity and how it impacts upon service delivery.
* A high level of emotional intelligence, honesty, integrity and a personal demeanour that inspires confidence and loyalty.
* Understanding of the political context within which DWP operates, and ability to set the vision for your teams, with an awareness of wider, long-term aims for CFCD.
* Travel between sites will be required.
Learning Requirements
The DWP is committed to investing in people and ensuring their teams are a professional workforce. It is a requirement of counter fraud post holders within DWP to attain, and retain, membership of the Government Counter Fraud Profession (GCFP) at Practitioner level. This means if you are successful in applying for this role you will need to undertake an annual self-assessment to evidence your knowledge, skills, and experience within your role to attain and retain practitioner level membership. We provide post holders with a learning routeway to support them in achieving as well as any workplace adjustments they may require. Failure to attain membership of the GCFP at practitioner level may result in DWP seeking an alternative role for you.
Please Note- If you are posted to a role within our Debt Management Team you will not be required to attain GCFP membership currently.
Webinar Event
About
We will be holding a webinar event to let you know more about these roles. This will take place on the following date:
* Wednesday 5th February 12:00 to 13:00PM 387673 & 386082 Central, North East and North West HEO Operational Leaders
Please follow the link to register for the session. Those who attend the event may be contacted following the event for evaluation purposes to improve our service.
Behaviours
We'll assess you against these behaviours during the selection process:
* Leadership
* Communicating and Influencing
* Managing a Quality Service
* Making Effective Decisions
Benefits
Alongside your salary of £37,497, Department for Work and Pensions contributes £10,862 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
DWP have a broad benefits package built around your work-life balance which includes:
* Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
* Generous annual leave at least 23 days on entry, increasing up to 30 days over time (prorata for part time employees), plus 9 days public and privilege leave.
* Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
* Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
* Family friendly policies including enhanced maternity and shared parental leave pay after 1 years continuous service.
* Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
* An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women's Network, National Race Network, National Disability Network (THRIVE) and many more.
Things You Need To Know
Selection process details: This vacancy is using Success Profiles, and will assess your Behaviours, Strengths, Ability and Experience.
Stage 1 - Application Form
Please complete the first stage short application form.
Stage 2 - Civil Service Management Judgement Test
After submitting your application, you will be sent an invitation to complete a Civil Service Management Judgement online test. This is designed to test your skills for the role.
Please complete the online tests as soon as possible (within 24 - 48 hours is recommended), the closing date for the tests is 23:55 on 11/02/2025. If you fail to complete the test before the deadline, your application will be withdrawn. Guidance will be available when you are invited to take the test.
Stage 3 - Written Application and Sift
As part of the application process, you will be asked to complete a personal statement detailing the relevant skills and experience you can bring to the role. In no more than 1000 words, please carefully consider the questions below. You should address these when constructing your personal statement.
* Can you explain a time when you have displayed strong leadership and communication skills to achieve required outcomes while changing priorities at short notice to meet business requirements. (Lead Question)
* Tell us about a time when you have identified risks to productivity/performance or quality, and what you did to improve and influence change to deliver the required outcomes.
You should also consider both the job description and person specification details above when providing your evidence.
Your personal statement needs to set out evidence of how your experience meets the requirements set out above. Your layout is entirely your preference; you may choose narrative, bullets, etc. One narrative example may cover the requirements needed. You don't have to explain the whole process, just what you have done and the skills and experience you have used. Share with us what makes you suited to this role and why. What you can do, the skills you have that are transferable and the life experience or passion you have that are linked to this role.
If you do not have work-based examples then please give examples from school/college, clubs, volunteering or other activities you have been involved in.
In the event of a high volume of applications it may be necessary to undertake an initial sift on the lead question before moving to a full sift. If so, we will sift on:
* Can you explain a time when you have displayed strong leadership and communication skills to achieve required outcomes while changing priorities at short notice to meet business requirements. (Lead question).
Candidates who pass the initial sift may be progressed to a full sift or progressed straight to an interview.
You will also be asked to complete a CV with details of your education, professional qualifications and full employment history. Your CV will not be formally assessed so please put the main evidence of your skills into your personal statement. Your CV will be used to add context to your personal statement.
Please note the closing date for your full application is 23:55 on 11/02/2025
The sift is scheduled to be held from 17/02/2025 to 28/02/2025. These dates may be subject to change.
Stage 4 - Interview
If you pass the test and written application sift with the required score you will be invited to a blended interview and will receive an electronic notification to your Civil Service Jobs account. The interview will be conducted face to face at a range of locations on the advert and are scheduled to take place from 17/03/2025, please note that these dates are only indicative at this stage and could be subject to change. Interviews will be scheduled Monday to Friday, between 09:00 to 17:00. Candidates should note as the vacancy covers two regions and multiple locations you may need to travel further than your preferences to attend interview.
Communications will be electronic and/or by telephone therefore it is important that you check your Civil Service Jobs account regularly, as well as your spam/junk email folder. Telephone calls may show as a withheld number, it is important that you answer so that your interview can be confirmed.
If you require any reasonable adjustments to attend a face-to-face interview, please ensure you state those on your application form when asked to do so.
Preparing for the Interview
The interview will take approximately 45 minutes and you will be asked a mixture of behaviour and strength-based questions. A blended interview aims to be more of a conversation offering a more inclusive approach. The behaviour and strength-based questioning explores what you, the candidate, can and have done, but also your potential.
You will be assessed against the Civil Service Behaviours listed above at level 3.
To help you prepare and settle into the interview you will be sent the behavioural questions in advance of the interview. These questions should be treated as confidential and should not be shared. The interview panel may ask you other questions which will not be shared in advance, including follow-up questions on behaviours, and those about your strengths.
An example of a behavioural question would be Tell me about a time when you have had to deal with a difficult customer.
It May Help To Use One Or More Examples Of a Piece Of Work You Have Completed Or a Situation You Have Been In And Use The WHO Or STAR Model To Explain:
* WHO - What it was? How you approached the work/situation? What the Outcomes were, what did you achieve? or
* STAR - What was the Situation? What were the Tasks? What Action did you take? What were the Results of your actions?
Strengths
It is difficult to prepare for strength type questions. However, you can think through your answers, focus on your achievements and aspects you enjoy and decide how these can be applied in the organisation and role. While strengths questions are shorter and we do not expect a full STAR response, the panel is interested in your first reaction to the question and information or reasoning to support this.
If you do not have work-based examples then please give examples from school/college, clubs, volunteering or other activities you have been involved in.
If you withdraw your application at any stage, it will not be progressed any further.
Stage 5 - Offer
Once all interviews have been completed, you will be notified of the outcome by email. Offers will be made in strict merit order to the highest scoring candidate first, based on your location preferences and the geographical requirements of the business. Dependent on your position on the merit list, if none of your location preferences remain at the point we make a job offer, we may offer you a role at an alternative advertised location. If we are unable to offer you a role in any of your preferred locations, and you are unable to accept a role at an alternative advertised location, we will add you to the reserve list if one is being held.
The successful candidate(s) will be notified of a start date following successful security checks, which is likely to be during May / June 2025.
Please note:
* If you are offered the role you applied for, in a location you have expressed a preference for, and you decline the offer or are unable to take up post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances.
* If we make an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list.
* Note: exceptional circumstances could be when a candidate has requested a contractual part-time working pattern and this pattern cannot be accommodated in the initial role offered, or in cases of serious ill health.
You should also note that if successful in this campaign, you will be expected to remain in post for a minimum of 18 months before applying for any other lateral moves within DWP.
Important Information
Candidate Pack
It is important that you take time to read the candidate pack which can be found at the bottom of this job advert. This provides further information about the role and working in DWP.
Location
To note: The Debt Management roles are based at the following locations: Barnsley, Bradford and Sunderland. All other locations are for roles within our CFC Operational teams.
You should only apply for suitable posts where you can travel to and from your home office location daily within a reasonable time.
Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed.
Hybrid Working
This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post. Hybrid working will not commence until the training and consolidation period has been successfully completed.
Working Pattern
Part-time, part-year, term-time compressed hours and job-sharing working patterns within working hours will be considered but must meet business needs. We will do our best to let people with existing part-time contracts retain their contracted hours provided they are in line with current business needs. Please note that successful candidates with agreed alternative working patterns will be required to work full time for specific periods to complete all training and consolidation. Currently training can last for up to 12 weeks, dependent on the role posted to.
Hours of Work
The full-time working week in DWP is 37 hours. You may be required to work at any time between the hours of:
* 7:45am and 8:00pm on any day between Monday to Friday, and
* 8:45am to 5:00pm on Saturday.
Managers will agree working patterns with successful applicants within these business hours and review these as appropriate. You will be given advance notice of your personal schedule.
Further Information
Find out more about Working for DWP
A reserve list may be held for a period of 3 months from which further appointments can be made.
Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including tax-free childcare. To find out if you are eligible visit https://www.childcarechoices.gov.uk.
If successful and transferring from another Government Department a criminal record check may be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.
However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.
Learning and Development
DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled and qualified as determined by the business. To support this aim you may be required to undertake a work-based qualification, such as an apprenticeship, which will support you in further developing your professional knowledge and skills for this role and your future career development. The qualification can be undertaken in work time. You agree to take this job on the basis that you may be required to undertake a work-based qualification; your failure to participate fully in the professional programme, once appointed, may be a breach of your employment contract.
If DWP decides that it is no longer a requirement for you to undertake and attain a work-based qualification, it will release you from this obligation. Any decision to release you from this obligation will not be a breach of contract by DWP.
Important
If you hold a level 3 qualification (2 A levels or equivalent) then please bring your certificates with you to the interview if you have them.
Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms and conditions of employment, for example mobility, pay and allowances. Civil Servants who transfer into DWP from other government organisations, following successful application, will assume DWP's terms and conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing.
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn.
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