About the job

Job summary

DWP is looking to fill the role of Performance lead within our Performance and Improvement team.  This team works towards providing a community of best practice and a link between Service Centre Leaders, Central & National Teams as well as colleagues from all job roles within the end-to-end UC Claimant journey.

Delivering great customer service to a high quality is of upmost importance and delivering our service with consistency the length and breadth of the country is key.

Refined, accurate and timely Management Information and Data are key drivers to understand the demographical challenges faced on a daily basis.

The performance improvement role is to identify areas to focus on to ensure we are on a good, safe and secure track with continuous improvement across our Service Centre network. It will provide support, direction and coaching to a wide range of colleagues, providing clear milestones and overall outcomes through a better understanding of the challenges we face.

This is a high profile role to support the activities of the Work Plan nationally through the provision of first class MI that enables consistent service improvement and maximises customer service, working to the SEO Performance and Improvement Lead.

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

Job description

This is an opportunity for an individual who has a proven work related experience in the interpretation and analysis of data/MI that will help Work and Health Services to deliver an improved service on Performance and Customer service within the Service Centre network Nationally.

You will need the skills to interpret and analyse complex information and data to reach sound decisions at pace (this role is not a data/MI production role). Working with the data provided you will construct and deliver a concise forward work plan providing clear direction to a range of colleagues with clear milestones and overall outcomes. You will be responsible for monitoring the activity and progression of the plan and ensuring improvements are made, acting quickly and efficiently.

It will be important within delivery of this role to have an overarching view of the national picture including the levers and actions that have subsequent effects elsewhere, therefore a strong operational knowledge of the end-to-end customer journey is critical.

You will expected to deliver feedback to senior leaders with a clear forward plan whilst also being involved in the delivery of presentations to provide support and coaching on the activities to improve delivery, working with colleagues so they understand what is required and how this needs to be implemented on their sites, in line with national processes/guidance for a consistent approach.  

You will also be carrying out other performance and improvement activities as required by the G6/G7, influencing upcoming changes and landing these in Service Centres nationally. You will have the opportunity to work closely with senior leaders supporting the Service Centres across the Country.

Each role will have responsibility for working closely with a geographical group of service centres, bringing knowledge, good practice and ideas together with the wider team for the greater good of the national network. 

Key Relationships

• UC Operational Teams
• Service Centre Senior Leaders

Person specification

Lead Criteria

• Experience of delivering outcomes on a National Scale with strong Leadership and Coaching skills with a continuous improvement mindset

Desirable Experience

• Experience and understanding of inbound telephony
• Understanding of telephony metrics

Key Criteria

The successful candidate should be able to demonstrate the following:

• Skills to interpret and analyse complex information and data to reach sound decisions at pace.
• Collaborative working with a range of stakeholders to deliver outcomes.
• Advanced Microsoft Office skills in PowerPoint, Excel, SharePoint, Teams/Skype.
• Proficiency in analysing Management Information, to provide informed decisions on what this is telling you, enabling you to plan improvement activities with regards to the data received.
• Excellent networking skills to build and maintain relationships with a wide range of stakeholders - to deliver quality outcomes and improvements.
• Excellent communication skills, both written and oral, with an ability to present complex issues simply and effectively at all levels.
• Good understanding of the end-to-end customer journey to provide context and insight to formulate action/improvement plans.
• Sound understanding/ability to understand all UC Payment and performance levers, how they are impacted to achieve the best outcomes for claimants.
• Ability to deliver communications and upskilling events to a wide range of colleagues.
• Ability to operate as part of a wider, but small team, making individual contributions whilst being flexible and adaptable.
• A proactive approach to taking responsibility for own development to improve competency, capability and skills and support and coach others to do the same.
• Ability to write comprehensive reports and briefings to Senior leaders at pace.
• The ability to self-manage a demanding workload, with a strong attention to detail in order to deliver a high-quality service.

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.

Application

As part of the application process you will be asked to complete a CV and personal statement. Further details around what this will entail are listed on the application form.

Written Sift

The written sift will be conducted using evidence from your CV and Personal Statement of 1250 words. This will be assessed against the Key Criteria outlined within the Person specification section of the advert.

Should a large number of applications be received, an initial sift may be conducted using the Lead Criteria:

• Experience of delivering outcomes on a National Scale with strong Leadership and Coaching skills with a continuous improvement mindset

Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.

CV

The CV is an on-line tool accessed through the Civil Service Jobsite and there is no requirement to upload your personal CV. Our CV element is short, and allows an initial check of eligibility, so please put the main content of your evidence and skills in your Personal Statement.

Personal Statement

When completing your personal statement, please read and understand the Lead and 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 evidence: the key personal requirements and what have you done that relates to the requirements. You don’t have to explain the whole process, just what you have done and the skills and experience you have used. Share with us what makes you suited to this role and why, what you can do and the skills you have that are transferable to the key requirements, and the life experience or passion you have that are linked to this role.

Blended Interview

This will consist of a blended interview which will be either Face to Face or by video, this will take at least 40 minutes. 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.

To help you prepare and settle into the interview you will be sent the behaviour questions in advance of the interview, 5 days prior to your interview. These questions should be treated as confidential and should not be shared. The interview panel may ask you other questions which will not be shared in advance, including follow-up questions, and those about your strengths.

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?
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:
What was the task, How you approached the work/situation and what the Outcomes were, what did you achieve? Or What was the Situation? That were the Tasks? What Action did you take? What were the Results of your actions?

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

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.

DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled and qualified – as determined by the business. To support this aim you may be required to undertake a work based qualification, which may be in the form of an apprenticeship, which will support you in further developing your professional knowledge and skills for this role and your future career development. The qualification can be undertaken in work time, you agree to take this job on the basis that you may be required to undertake a work based qualification; a candidate’s failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract. 

Important 

If you hold a level 3 qualification (2 A levels or equivalent) then please bring your certificates with you to the interview if you have them.

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

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.