About the job

Job summary

DWP is looking to fill the role of Work and Health Universal Credit – Prevent and Corrections Operational Lead.  

 

As the Lead for Fraud, Error and Debt (FED) you will represent the Work and Health Directorate at a senior level within multi-disciplinary and cross directorate teams. This is a critical role, and you will be responsible for reporting to the Lead Area Director and Work and Health Executive Team, updating them on current risks within the business, providing resolution plans and keeping them informed of operational performance and strategic direction. Your role is essential in enabling a united approach across Work and Health.

Leadership of circa 300 people embedding and driving case management principles and managing inbound and outbound telephony.

This role also includes leading the Cross Directorate Delivery Housing Strand. This is an exciting and challenging addition, with a strong emphasis on building collaborative relationships and building capability, whilst driving forward initiatives that will help to reduce the levels of Fraud and Error within Housing.

The role requires frequent national travel with regular travel to North West England.

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.

For jobs located in Wales, the ability to speak Welsh is desirable.

Job description

As the Work and Health Universal Credit – Prevent and Corrections Operational Lead you will be responsible for:

 

Leadership & Liaison: At a senior level act as the Single Point of Contact for FED issues working in the service of the Director General, Lead Area Directors & Work & Health ET (WHET).

• Lead, manage and motivate a team of circa 300
• Link across Business Planning & Operations ensuring best use of resource, including workflow.
• Strategic reporting & planning of required Service Delivery resources (in conjunction with Resource Planning)
• Developing key business metrics, linking with Actionable Insight

 

Case management & Telephony Performance: Leading and performance managing of real time telephony and case management.

• Manage percentage of calls answered and average speed of answer in a fast-paced real time telephony environment ensuring a quality customer service and maximum efficiency/value for money.
• Monitor and drive performance across a number of Universal Credit case management teams.

 

Assurance & Insight: Gather available insight on FED Risks through MI analysis and assurance processes.

• Increase focus on and use of MI as part of wider work on Actionable Insight
• Increase visibility & understanding of Debt measure to support Service Delivery
• Build a cohesive view of FED risks through analysis and assurance

 

Communications & Engagement: Raise awareness of Fraud, Error and Debt risks, issues and solutions. Ensuring Operations understand how they can reduce FED and deliver on strategic objectives.

• Commission/support campaigns to raise awareness of Fraud, Error, Debt such as FED Awareness Week/Debt Awareness Week
• Support the building of capability within Service Delivery to prevent Fraud, reduce error and customer debt

 

Prevent & Correct: Identify risks and potential mitigations and build capability to prevent fraud and correct error within Universal Credit

• Work collaboratively with colleagues across Service Excellence and Work & Health to contribute to the reduction in Monetary Value of Fraud & Error (MVFE)

 

CDDT Housing Strand Lead: Identify and build capability to improve the levels of F&E within Housing by

• Developing a robust understanding of the causes of F&E
• Aligning strategies and prioritisation of relevant associated teams across directorates
• Coordinating the testing and development of F&E reduction features, including working on the necessary policy and legislation required to change our Operating Model
• Establishing effective ways of working across directorates, coordinating actions to address the largest areas of F&E and organisational inefficiency

 

Key Tasks include

• Leading large, geographically disparate operational teams within Universal Credit to prevent and correct Fraud and Error
• Working with colleagues across the business to establish route causes of fraud and error, with solutions to improve
• Responsible for managing and developing day to day liaison with key stakeholders in Service Excellence and Work & Health
• Balancing complex supply and demand to ensure the most effective use of resource to combat Fraud & Error

 

This is an exciting time to lead a high-profile team and will give the successful candidate the opportunity to work at a senior level to lead on

all Fraud, Error and Debt matters. There will be a strong emphasis on collaborating with different teams across DWP. With close working required with colleagues across Policy, Service Delivery and Counter Fraud and Compliance.

 

Key accountabilities:

It is essential that you build excellent relationships as a Lead and active member of the Cross Directorate Delivery Team (CDDT). You will

work collaboratively with senior colleagues across Service Excellence and Work & Health linking across Business Planning & Operations ensuring best use of resource, including workflow.

 

You will be responsible for the development of key enablers and high-quality products to increase visibility and understanding of Debt measures; this will support operational management and drive strategic direction in a high-profile area of DWP Service Delivery.

 

You will be responsible for gathering insight on Fraud Error and Debt (FED) risks through MI analysis and assurance processes.

 

At a senior level you will act as the Single Point of Contact for FED issues working in the service of the Director General, Lead Area Directors & Work & Health ET (WHET). You will regularly report to Service Delivery Executive Team (SDET) and WHET, advising them of current risks to the business.

 

Through excellent communications you will be expected to raise awareness of FED risks in a clear and concise manner with operational teams, so they understand how to reduce FED and deliver on strategic objectives.

 

You will support Service Excellence and Work & Health to reduce error within UC, through the building of capability, linking across Business Planning and Operations to ensure the best use of resource.

 

You will also be required to play an integral part in Commissioning and supporting campaigns to raise awareness of Fraud, Error and Debt

 

Key Relationships

• Lead Area Director
• Lead Director General
• Work & Health Executive Team
• Area Directors
• Counter Fraud & Compliance Directorate

Person specification

The successful candidate should be able to demonstrate the following:

 

• Inspirational and resourceful leadership to help drive performance and deliver a positive and efficient service to our customers. Lead Criteria
• In depth understanding of case management principles.
• A successful track record of leading a large and complex area of the business. Demonstrating strong leadership and coaching skills, with a continuous improvement mindset and the ability to identify and implement efficiencies in services and processes.

• Professional credibility with proven experience of working collaboratively with others (internal and external) to influence, challenge and achieve quality outcomes.
• The ability to work in a fast-paced environment with challenging deadlines, adopting a flexible and proactive approach to change.
  Seeking opportunities to effectively engage with a range of stakeholders and colleagues across the business to establish root cause of issues and find solutions to improve.
• Able to manage risk and reach sound judgements and decisions. Influencing strategic direction and priorities by testing and developing initiatives to establish effective delivery through leadership of the Cross Directorate Strand.
• Excellent communication skills and ability to deliver clear messages to teams, particularly in a changing and/or abstruse context.
• Experience of operating with a high degree of autonomy where there is ambiguity, frequent change, and conflicting priorities.

Benefits

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an average employer contribution of 27%

Location

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 taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

How to Apply , Civil Service Careers (civil-service-careers.gov.uk) provides advice and tips on applying for roles in the Civil Service

 

Stages for applying – See Candidate Pack for fuller details about each stage.

Stage 1 – Complete eligibility section of the application form                                                                                    

Stage 2 - If eligible, you will be invited to complete your application using a CV and Personal Statement of 1250 words. You need to demonstrate evidence against the key criteria

Stage 3 – Written Sift - The written sift will be conducted using evidence from your Personal Statement of 1250 words. This will be assessed against the Key Criteria within the responsibilities section of the advert.​​

When completing your Personal Statement, please read and understand the Key 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 Key Criteria. You may not be able to meet all the Key Criteria, but please ensure you provide as much evidence as you can to allow us to assess your skills, knowledge and experience.
Share with us what makes you suited to this role. We would like to find out what you can do, the skills you hold and the life experience or passion that you have that could be aligned to the Key Criteria.

In the event of a large number of applications we may use the Lead Key Criteria to initially assess your application at the sift stage. Candidates who pass the initial Sift may be progressed to a full Sift or direct to interview.”​

Stage  3 - The interview process:
This will consist of an interview which will last approximately 30 – 40 minutes.  This will be a blended interview assessing a mixture of behaviours and strengths as detailed in Success Profiles, 

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. 

An example of a Behavioural question would be: 
 

Tell me about a time you have set about improving customer service, giving a sense of pace and criticality of success? How did you ensure this activity achieved its objectives whilst keeping costs under control? What tools and techniques did you use? 

It may help to use one or more examples of a piece of work you have completed or a situation you have been in and use the WHO or STAR model to explain. 

It is difficult to prepare for strength type questions. However, you can think through your answers, focus on your achievements and aspects you enjoy and decide how these can be applied in the organisation and role. 

While strengths questions are shorter and we do not expect a full STAR response, the panel is interested in your first reaction to the question and information or reasoning to support this. 

Sift and interview dates to be confirmed. 

Further Information

Find out more about Working for DWP

A reserve list may be held for a period of 3 months from which further appointments can be made.

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.grs@cabinetoffice.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 Info@disclosurescotland.co.uk 

New entrants are expected to join on the minimum of the pay band.

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 Adjustment

At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including 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 via DWPRecruitment.grs@cabinetoffice.gov.uk 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. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

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 will only be provided if you attend an interview or assessment.

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.

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.