Operational Leader – North East and North West

Posting date:	29 January 2025
Salary:	£37,497 to £38,373 per year
Hours:	Full time
Closing date:	11 February 2025
Location:	Dewsbury
Company:	Government Recruitment Service
Job type:	Permanent
Job reference:	386082/5

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.  

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 CFCDs 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.

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. 

Proud member of the Disability Confident employer scheme

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

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