The role as an HEO Operational Delivery Leader will involve leading teams in both a processing and telephony environment. Successful candidates will have responsibility for leading a team of approximately 60 colleagues to deliver the required level of customer service. Lead by example and provide inspiration, direction and support to colleagues by communicating corporate changes with clarity and purpose. Create a culture that promotes, supports and delivers improvements to performance and customer service through strong, inclusive and effective leadership. Be innovative and lead activities to support efficiencies and improvements to service delivery. Create an environment that empowers others to do the right thing for customers, being responsible for delivering an excellent service to achieve quality outcomes. Operate as part of a team focussed on agreed goals and priorities to achieve collective commitments, effectively managing resources in an everchanging organisational structure to drive efficiencies and keep costs down. Be a visible member of the leadership team on your home site, taking responsibility for contributing to Pension Centre expectations regarding Duty Manager roles, office attendance, and senior leader coverage throughout the day, ensuring you lead across all RSD products. Manage operational delivery across multiple sites, committing to being visible to teams on all sites through a mix of regular face-to-face and virtual engagement activities. Accountable for managing workloads, attendance and conducting regular face to face performance reviews confidently addressing risks to performance. Person specification Key Criteria for the Role: Ability to positively inspire, encourage and influence others to obtain buy-in from colleagues, actively seeking and listening to feedback by encouraging discussion and ideas in support of the long term DWP vision and acting on feedback. (Lead Criteria). Strong leadership and coaching skills, able to identify and support the development needs of themselves and others to reach the Operational Delivery Professional standards and digital capability. Excellent people engagement skills and a focus on building collaborative working relationships with colleagues and stakeholders across the wider team and Department. Ability to work flexibly to meet changing priorities, managing a diverse workload, and optimising resources to meet current and future customer expectations. Ability to critically analyse products and processes including MI, to identify areas for action, resolving issues and making suggestions for improvement. Confident decision maker, taking a leading role in proactively managing team performance, demonstrating a firm and fair approach to line management responsibilities in accordance with policy and procedures. Works efficiently to reduce costs and has knowledge of risk management process. Behaviours We'll assess you against these behaviours during the selection process: Leadership Managing a Quality Service Working Together Developing Self and Others 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 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. Selection will be by a written sift and finally an interview via MS Teams. As part of the application process, you will be asked to complete a Personal Statement of 1000 words. Further details around what this will entail are listed on the application form. Written Sift The written sift will be conducted using evidence from your Personal Statement and will be assessed against the Key Criteria as detailed in the advert and on slide 5 of this Candidate Pack. Personal statement When completing your personal statement, please read and understand the Key Criteria thoroughly as this is what your written evidence will be assessed against. Your layout is entirely your preference; you may choose narrative ,bullets, etc. You may choose to address each criteria separately, however, one narrative example may cover and evidence several key criteria. You may not be able to meet all the key criteria, but please ensure you evidence: the key personal requirements and what have you done that relates to the requirements. 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 and the skills you have that are transferable to the key requirements, and the life experience or passion you have that are linked to this role. In the event of a large number of applications we will use the Lead Criteria, to initially assess your application during the Sift stage. Candidates who pass the initial Sift may be progressed to a full Sift or direct to interview Sift and Interview dates to be confirmed. Interview Shortlisted candidates will be invited to attend an interview. This will be a video interview via MS Teams. The interview panel will be a minimum of two people. The interview will assess: Behaviours, and Strengths. The interview aims to be more of a conversation exploring the candidates capability for the role. Further Information Find out more about Working for DWP. A reserve list may be held for a period of 6months 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. Determine your eligibility at 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 New entrants are expected to join on the minimum of the pay band. 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 & conditions of employment, e.g. mobility, pay, allowances. Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & 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. 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, which may be in the form of 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; a candidates failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract. 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. Reasonable Adjustment 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 Reasonable Adjustments 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 youre deaf, a Language Service Professional. If you are experiencing accessibility problems with any attachments on this advert, please 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) .