SEO Service Centre Operational Leader
| Posting date: | 08 May 2025 |
|---|---|
| Salary: | £42,614 to £45,081 per year |
| Hours: | Full time |
| Closing date: | 22 May 2025 |
| Location: | Bangor (Gwynedd) |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 402799/1 |
Summary
DWP is responsible for helping people move into employment, supporting pensioners and protecting some of the most vulnerable in our society. We 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.
These are key roles that require flexibility and versatility, to help us deliver excellent customer service, make sound decisions, implement change and lead others.
This job would be ideal for people who have a passion for public service and are able to encourage and influence others to deliver quality outcomes to help claimants become financially independent.
We currently have opportunities in Universal Credit (UC) where you would be working Bangor Service Centre.
Frequent travel between service centres is a feature of this role.
The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy and is responsible for helping people move into employment, supporting pensioners and protecting some of the most vulnerable in our society.
Universal Credit One Service refers to the way that we work together to serve our customers: one team taking accountability for the whole customer journey working across Jobcentres and Service Centre’s - keeping the customer at the heart of service delivery.
SEO Operational Service Leaders are accountable for creating an environment to support the flexible effective personalised delivery of customer services, quality and performance across the site/geographical cluster.
They will drive people engagement across the site, setting high standards for people leadership throughout the business and provide a high standard of performance coaching.
Provide transformational leadership to the site and beyond - inspiring colleagues through difficult situations, transforming performance and building high performing teams.
They will be responsible for the delivery of Welsh Language Customer Services in Wales for DWP.
Key accountabilities
- Provide visible and effective leadership through regular site visits taking a personal lead in engaging with and communicating key messages and implementing corporate changes.
- Motivate and encourage teams to operate flexibly, seeking feedback, listening and acting on this, setting performance standards and personalising services for our customers.
- Encourage collaborative working between teams and directorates to drive innovation and service improvements.
- Contribute to people planning activities ensuring appropriate and effective deployment of people and resources within and between sites.
- Accountable for the management of performance within their command, undertaking regular face-to-face performance reviews with their direct reports, identifying risks to performance achievement and driving forward continuous improvement.
- Develop a holistic grasp of all customer and claimant types enabling to lead, design and manage new and future business roles and processes.
- Build capability by personally coaching and mentoring colleagues at all grades on a variety of procedural and leadership skills.
- To use knowledge to identify gaps in training/learning products, and working with the L&D community to improve/develop.
- Monitoring and improving 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.
- Ensure all security matters are dealt with promptly and sensitively, in line with DWP policies and procedures. This is an exciting opportunity to lead colleagues helping to design and deliver critical activities to ensure customers receive the right entitlement to benefit.
Proud member of the Disability Confident employer scheme