Job summary
DWP is looking to fill the role of a Service Leader within the Work and Health Directorate. This is a key role, and we are looking for people with strong leadership skills to lead teams of people across several locations to deliver an exceptional customer service, ensuring benefits are paid on time and correctly and people are supported into work.
We welcome applications from candidates who demonstrate inspirational and resourceful leadership to help drive performance and deliver a positive and efficient service to our customers.
Extensive travel across the District will be expected and will cover multiple sites.
Standard promotion rules will apply, and successful candidates will be placed on the pay scale and terms and conditions of DWP.
Job description
You will be an active member of your Senior Leadership Team, contributing to the wider Departmental agendas and providing visible, accessible and effective senior leadership, taking a personal lead in communicating messages with clarity and empowering your teams to deliver.
You will create and sustain effective relationships with senior stakeholders, including Directors and key partners/stakeholders, to develop stronger working across DWP to create powerful, purposeful partnerships.
You will be a resourceful, self-starting leader with experience of delivering excellent customer service in a fast paced environment and leading large commands to deliver high levels of performance.
You will role model exceptional leadership, working flexibly across boundaries, building capability to build and sustain engagement.�You will drive performance and delivery to ensure successful outcomes for our customers, delivering a positive and efficient service.
Strong and effective change management will be key, and you will be accountable for the delivery and quality of customer outcomes and employee activity in your area.
Through your behaviour and ways of working, you will be creating an environment that ensures DWP is an inclusive place where people can be their best. All prospective applicants should fully consider the candidate pack before applying.
Regular travel across the South West Wales district and occasionally Wales will be required.
Person specification
Key Criteria
Candidates will be able to demonstrate the following:
1. You have strong leadership experience, both personal and corporate, in changing circumstances, with experience of leading and motivating high performing teams. (Lead criteria)You have the experience in leading a large operational area at a senior level, which delivers exceptional outcomes through your people, creating the environment for employees to thrive and deliver with high take responsibility for delivering a timely, high quality and cost-effective service with focus and role model behaviours enabling DWP to be an inclusive place where people can be their make changes that add value, with a strong focus on improved outcomes and performance by encouraging innovation, giving people the space to take are visible, accessible, an effective senior leader and you communicate confidently and provide clear direction and show genuine care for can demonstrate positive customer service outcomes by understanding the complexity and diversity of customer needs and have experience of working in partnership and collaboratively across teams, engaging and building trust with stakeholders to generate commitment to goals.
Preferable skills
The ability to speak Welsh would be desirable
Behaviours
We'll assess you against these behaviours during the selection process:
2. Leadership
3. Managing a Quality Service
4. Working Together
5. Changing and Improving
Benefits
6. Generous annual leave 23 days for Full time new entrants (rising to 25 after 1 year), plus all bank holidays.�
7. Flexible working patterns available�
8. Competitive maternity, paternity, and parental leave�
9. A�with an average employer contribution of
10. Employee Assistance with emphasis on wellbeing�
11. Career and Personal Development through Operational Delivery Profession�
12. Employee discount schemes�
Location
Candidates will be given an opportunity to express a preference for their office base location when offers are made. Locations can be any site within the South West Wales Universal Credit Group where space allows and with agreement of the Group Director/Demand Management. We will endeavour to meet preferences, but this cannot be guaranteed.
Applicants should apply for suitable posts where they can travel to and from their 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 considered. If you are successful, any opportunities for hybrid working will be discussed with you prior to you taking up your post.