Dundee, Preston, St Austell 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 help 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. DWP is responsible for helping people move into employment, supporting pensioners and protecting some of the most vulnerable in our society. We deliver services to over 22 million claimants and customers. Universal Credit will help claimants and their families to become more independent and will simplify the benefits system by bringing together a range of working-age benefits into a single payment. Job Description We have 4 roles on offer across 3 individual locations in our Service Centre Network, you will be able to specify your preference when submitting your application. These are key roles that require flexibility and versatility, to help us deliver excellent customer service, make sound decisions, implement change and lead others. The role of a Service Centre Operational Leader requires strong leadership skills in an operational environment. The post holder must be able to monitor and drive performance, lead and coach their teams. With the ability to interpret MI to understand how the business is delivering and how through this we can improve performance and quality, looking at ways to implement improvements which will enable teams to deliver a positive and efficient service to our customers. The post holder will be responsible for the line management of a number of operational teams, leading to ensure their teams are working together and with the wider network and key stakeholders to deliver an excellent customer service. They will be responsible for monitoring performance within their area and will proactively share insight and good practices across other teams in the wider network. They will work collaboratively with colleagues and stakeholders to support continuous improvements to the service and be responsible for implementing changes effectively into their teams, supporting our customers towards financial independence. The role requires flexibility and versatility, to help us deliver excellent customer service, make sound decisions, implement change and lead others at site level. The post holder will be responsible and accountable for other aspects across their operational command, such as ensuring, promoting and creating an environment to support Wellbeing and engagement, delivering and implementing Attendance Management process and procedures alongside coaching direct report team leaders. The Service Centre HEO Operational manager role is very varied and fast paced, as outlined below, but this is not exhaustive. Provide visible and effective leadership and coaching. Leading by example to provide inspiration, direction, and support to colleagues in driving innovation and service improvements. Be accountable for managing workloads, attendance and conducting regular one to one, face to face and virtual performance reviews, confidently addressing risks to performance achievement, driving forward continuous improvement in an inclusive and engaging environment. Ability to critically analyse products and processes, including real time MI, to identify areas for action. Resolving issues quickly, making suggestions for improvement, and effectively managing resources and future planning to meet performance aspirations and customer objectives. Deal effectively with escalations and complex queries that require additional support. Build capability by personally coaching and mentoring colleagues at all grades on a variety or procedural and leadership skills. Ensure full and continuous compliance across all HR policies and procedures and challenge and take appropriate action against any non-adherence of expected standards and behaviours. Help to drive efficiencies, improvements, and transformation of our services by exploring innovative ways of working that support the future vision for Service Centres We have 4 roles on offer across 3 individual locations in our Service Centre Network, you will be able to specify your preference when submitting your application. These are key roles that require flexibility and versatility, to help us deliver excellent customer service, make sound decisions, implement change and lead others. The role of a Service Centre Operational Leader requires strong leadership skills in an operational environment. The post holder must be able to monitor and drive performance, lead and coach their teams. With the ability to interpret MI to understand how the business is delivering and how through this we can improve performance and quality, looking at ways to implement improvements which will enable teams to deliver a positive and efficient service to our customers. The post holder will be responsible for the line management of a number of operational teams, leading to ensure their teams are working together and with the wider network and key stakeholders to deliver an excellent customer service. They will be responsible for monitoring performance within their area and will proactively share insight and good practices across other teams in the wider network. They will work collaboratively with colleagues and stakeholders to support continuous improvements to the service and be responsible for implementing changes effectively into their teams, supporting our customers towards financial independence. The role requires flexibility and versatility, to help us deliver excellent customer service, make sound decisions, implement change and lead others at site level. The post holder will be responsible and accountable for other aspects across their operational command, such as ensuring, promoting and creating an environment to support Wellbeing and engagement, delivering and implementing Attendance Management process and procedures alongside coaching direct report team leaders. The Service Centre HEO Operational manager role is very varied and fast paced, as outlined below, but this is not exhaustive. Provide visible and effective leadership and coaching. Leading by example to provide inspiration, direction, and support to colleagues in driving innovation and service improvements. Be accountable for managing workloads, attendance and conducting regular one to one, face to face and virtual performance reviews, confidently addressing risks to performance achievement, driving forward continuous improvement in an inclusive and engaging environment. Ability to critically analyse products and processes, including real time MI, to identify areas for action. Resolving issues quickly, making suggestions for improvement, and effectively managing resources and future planning to meet performance aspirations and customer objectives. Deal effectively with escalations and complex queries that require additional support. Build capability by personally coaching and mentoring colleagues at all grades on a variety or procedural and leadership skills. Ensure full and continuous compliance across all HR policies and procedures and challenge and take appropriate action against any non-adherence of expected standards and behaviours. Help to drive efficiencies, improvements, and transformation of our services by exploring innovative ways of working that support the future vision for Service Centres Person specification Experience of leading in a large operational environment (c.150 people) A driven, energetic leader who is able to improve quality and consistency within our customer journey. 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 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. An empathetic leader who understands both staff and customer needs and who can get the best from people Essential Criteria The successful candidate should be able to demonstrate the following: Strong leadership and coaching skills, able to identify and support the development needs of themselves and others to meet operational demands. Leading teams in a virtual and face to face environment, positively inspiring, encouraging and influencing others to obtain buy-in from colleagues (Lead Criteria) Ability to critically analyse products and processes including MI, to identify areas for action, resolving issues and making suggestions for improvement, through performance coaching. 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. 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, ensuring resourcing levels meet the demand throughout hours of operation. Take a leading role in proactively managing team performance, demonstrating a firm and fair approach to line management responsibilities in accordance with policy and procedures. Ability to challenge and address any non-adherence to expected standards and behaviours. Behaviours We'll assess you against these behaviours during the selection process: Leadership Managing a Quality Service Delivering at Pace Communicating and Influencing 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 (pro–rata 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 year’s 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. Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience. As part of the application process you will be asked to complete a CV and personal statement. 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 of 1250 words. This will be assessed against the Essential Criteria detailed above. S hould a large number of applications be received, an initial sift may be conducted using the Lead Criteria: Strong leadership and coaching skills, able to identify and support the development needs of themselves and others to meet operational demands. Leading teams in a virtual and face to face environment, positively inspiring, encouraging and influencing others to obtain buy-in from colleagues (Lead Criteria) CV The CV is an on-line tool accessed through the Civil Service Jobsite and there is no requirement to upload your personal CV. Our CV element is short, and allows an initial check of eligibility, so please put the main content of your evidence and skills in your Personal Statement. Personal Statement When completing your personal statement, please read and understand the Essential 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 criteria. You may not be able to meet all the essential criteria, but please ensure you evidence the key personal requirements and what have you done that relates to the requirements. You do not 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. The interview This will consist of a blended interview which will be either Face to Face or by video, this will take at least 40 minutes. You will be notified of the location if you are selected for interview. Blended Interview You will be asked a mixture of Behaviour and Strength questions. A blended interview aims to be more of a conversation at interview, offering a more inclusive approach. The Strength and Behaviour based questioning explores what the candidate can and has done, but also their potential. Sift and Interview dates to be confirmed. Further Information Find out more about Working for DWP A reserve list will be held for up to 3 months, which we may also use to fill future similar vacancies 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. 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 candidate’s failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract. 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. 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. Reasonable Adjustments At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, especially 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 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. 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 Feedback will only be provided if you attend an interview or assessment. This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience. 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. 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. 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). This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window). Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job Contact Name : Yolanda Whitehouse Email : uc.nationalservicesrecruitmentDWP.GOV.UK Recruitment team Email : dwprecruitment.grscabinetoffice.gov.uk Further information Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DWP by email: HR.BUSINESSASSURANCEDWP.GOV.UK. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Click here to visit the Civil Service Commission.