The CFCD overarching aim is to prevent fraud, error and debt from entering the system, where it can't be prevented, to detect and correct it as quickly as possible, and to collect debt where it has occurred. We workacross DWP and Government, influencing strategy and policy, ensuring that preventing fraud, error and debt is at the root of everything we do. Our senior leaders (SEO) support the flexible, effective, personalised delivery of customer service, quality and performance across sites. SEO Leaders inspire colleagues through difficult situations, transform performance and are accountable for the effective utilisation of resources, delivering improved value for money and driving out inefficiencies.Working under a DWP wide Complaints process, CFCD is focussed on supporting our most vulnerable customers and committed to ensuring DWP pays the right money to the right people. 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. Review Customer Insight to improve the quality of the customer experience, identifying trends to support process improvement. Support the delivery of lessons learned from Complaints and build insight, communicating trends to senior colleagues in a clear and straightforward manner. 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. Travel between sites will be required depending on business needs. Person specification Key Criteria: What we are looking for in our leaders: Experience of working in a Complaints Team environment, handling cases with sensitivity to resolution within a definitive time scale. Excellent interpersonal skills with an ability to communicate with senior leaders across the department or business including but not limited to the use of excellent drafting skills. Strong organisational skills and ability to forward plan. High level of judgement and ability to deal confidentially with sensitive matters. A positive approach to working in a fast-paced environment Strong leadership skills with the ability to motivate and innovate the people who work within your team and ability to manage across multiple sites, including virtually. The ability to gather, analyse and present data from a range of sources in a clear and concise way. Excellent communication and influencing skills to work across a diverse range of stakeholders and deal with conflicting views. Ability to adjust quickly to changing priorities and conditions and effectively manage complexity and change, with strong attention to detail to ensure the accuracy of documents/statistics produced. Desirable Skills If based in Wales, the ability to speak Welsh is desirable Behaviours We'll assess you against these behaviours during the selection process: Leadership Managing a Quality Service Delivering at Pace Working Together Benefits Alongside your salary of 42,614, Department for Work and Pensions contributes 12,345 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 25 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 Womens 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 (opens in a new window), and will assess your Behaviours, Strengths and Experience. Stage 1 - 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 750 words, please carefully consider the question below. You should address these when constructing your personal statement. Evidence an example of when you identified emerging risks, trends or patterns from complaints, building that into customer insight, and creating recommendations for senior managers to influence continuous improvement in your organisation. Please detail how your impact resulted in process improvements and wider impacting across other areas outside of your own. 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 dont 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 dont have work-based examples then give examples from school/college, clubs, volunteering or other activities you have been involved in. You will also be asked to complete a CV with details of your education, professional qualifications, previous skills 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 09/01/2025 The sift is scheduled to be held from 15/01/2025 to 22/01/2025.These dates made be subject to change. Stage 2 - Interview If you pass the 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. Please note that interviews will be via video using Microsoft Teams and you will need to use your personal or work device to access the video link. You will receive a link to join the interview at the appointed time through the email account you provide us with on your application. Interviews are scheduled to take place from 10/02/2025 to 14/02/2025, 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. Preparing for the interview The interview will take approximately 45 minutes and will consist 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. Behaviours 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 - W hatit was? H owyou approached the work/situation? What the O utcomeswere, what did youachieve? or STAR - What was the S ituation? What were the T asks? What A ctiondid you take? What were the R esults 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 3 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. The successful candidate will be notified of a start date following successful security checks, which is likely to be during April 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 makes 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 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. 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. Wewill do our best to let people with existing part time contracts retain their contracted hours provided they are in line withcurrent business needs. Please note that successful candidates with agreed alternative working patterns will be required to work full timefor specific periods to complete all training and consolidation. Hybrid working will not commence until the training and consolidation period has been successfully completed. 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 asappropriate. 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 or Disclosure Scotland 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.grscabinetoffice.gov.uk stating the job reference number in the subject heading. For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Infodisclosurescotland.co.uk 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 applicants 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. 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. Internal DWP candidates may also face disciplinary action. The evidence you provide must relate to your own experiences. If evidence of plagiarism, or sharing of questions, information or answers throughout any part of the selection process is found, your application will be withdrawn. Examples of plagiarism can include: Presenting the work, ideas and experience of others as your own Copying content from an online/published source Using forms of Artificial Intelligence to produce application content which you present as your own. New entrants are expected to join on the minimum of the pay band. Reasonable adjustments At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce. We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia. If you need a change to be made so that you can make your application, you should contact Government Recruitment Service via dwprecruitment.grscabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs. Complete the Assistance required section in the Additional requirements page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you are deaf, a Language Service Professional. If you are experiencing accessibility problems with any attachments on this advertplease contact the email address in the 'Contact point for applicants' section. Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .