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Service Centre Operational Leader

Job details
Posting date: 17 April 2025
Salary: £37,497 to £38,373 per year
Hours: Full time
Closing date: 29 April 2025
Location: St Austell
Company: Government Recruitment Service
Job type: Permanent
Job reference: 400864/3

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.


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

Proud member of the Disability Confident employer scheme

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.