About the job

Job summary

At DWP we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve. 

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at DWP accessible to you. 

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role. 

Job description

This is an exciting opportunity to join the Flexible Resource Team (FRT). This highly adaptable team exists specifically to respond to planned and unexpected changes in Departmental priorities or surges in work. We are looking for people who thrive on variety, manage change well and will be flexible in undertaking different work assignments.  

FRT Site Leads will be responsible for leading operational teams in a Service Centre environment. FRT will be deployed on medium to high volume, low complexity work that is easily predictable such as seasonable spikes in activity. This will involve leading teams in a fast paced and flexible environment. The role involves frequent changes to workstreams across DWP Directorates and an agile approach is necessary to ensure service delivery standards are met.  

As well as service delivery the role will involve elements of change management and working alongside various senior stakeholders across DWP. 

These roles are unique and challenging, with the aim of ensuring service delivery to our most vulnerable customers is maintained. 

The role is office based in the locations specified. Normal hybrid working conditions apply. 

Standard promotion rules will apply and successful candidates will be placed on the pay scale and terms and conditions of DWP.

Person specification

What we are looking for in our leaders:  

• Strong leadership and interpersonal skills. 
• A driven, energetic leader who is able to improve quality and consistency  
• Strong collaboration and negotiation skills, with experience of influencing and managing effective stakeholder relationships. 
• Excellent communication, presentation and organisational skills. 
• Able to innovate and make sound business decisions at pace, through creative thinking and a flexible, agile outlook and approach. 
• Able to lead remotely, promote inclusivity and hold a solid understanding of equality and diversity and how it impacts upon service delivery. 
• A high level of emotional intelligence, honesty, integrity and a personal demeanour that inspires confidence and loyalty. 
• Travel between sites may be required depending on business needs. 

Key Criteria 

Your evidence will be assessed against the following key criteria. You must provide specific examples to demonstrate these criteria in your personal statement.  

• You are a confident, inspirational and driven leader, able to take charge of situations and provide direction to those around you and lead teams through change. (Lead Criteria 1).     
• You have the ability to work in a fast past paced change environment working closely as part of a team, with key partners and stakeholders within and outside of the organisation, navigating complex environments. (Lead Criteria 2) 
• You are able to work at pace in an environment of frequent change, ambiguity and lead teams enthusiastically to deliver a quality service to our customers    
• You are proactive in developing and maintaining positive and professional working relationships with diverse groups of people and organisations, prioritising the needs of the business while negotiating best outcomes for all stakeholders. 
• You can interpret complex management information in a clear and concise manner, drawing conclusions and presenting recommendations where appropriate, outlining the considerations you have made.    
• You can work within set rules and processes, setting and monitoring progress against milestones whilst still being able to innovate in an ever-changing environment.    
• You have a focus on building your own and others capability, continually reviewing learning needs and development to ensure changing business requirements can be delivered professionally at pace.

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.

Please note that successful part time and job share candidates may be required to work full time for specific periods to complete and consolidate training. Hybrid Working will not commence until the training / consolidation period has been successfully completed.   

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.

Stage 1 - Application and Sift 

As part of the application process, you will be asked to complete a Personal Statement in no more than 1250 words detailing the relevant skills and experience you can bring to the role, based on the Key Criteria listed. Please pay particular attention to the lead criteria and second lead criteria as if you do not demonstrate this on your application, you will not progress to interview stage.  

Further details around what this will entail are listed in the candidate pack.    

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 evidence the key personal requirements, what have you done that’s relatable 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, 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. 

If you do not have work-based examples then please give examples from school/college, clubs, volunteering or other activities you have been involved in. You don’t have to explain the whole process, just what you have done and the skills and experience you have used.  

Should a large number of applications be received, an initial sift may be conducted using the lead criteria below, or lead and second lead criteria, If so, we will sift on:  

• You are a confident, inspirational and driven leader, able to take charge of situations and provide direction to those around you and lead teams through change. (Lead Criteria 1).    
• You have the ability to work in a fast past paced change environment working closely as part of a team, with key partners and stakeholders within and outside of the organisation, navigating complex environments. (Lead Criteria 2)

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

**Please note the closing date for your full application is 23:55 on 05/02/2024    

Sift to be held 06/02/2024 - 16/02/2024. These dates made be subject to change.  

Interview dates expected to be from 26/02/2024, however this is subject to change. 

Working Pattern  

Part-time and job-sharing working patterns within working hours will be considered but must meet business needs. We will do our best to let people with existing part time contracts retain their contracted hours provided they are in line with current business needs. Please note that successful part time and job share candidates will be required to work full time for specific periods to complete all training and consolidation.   

Hours of Work   

The full-time working week in DWP is 37 hours. You may be required to work at any time between the hours of:   

• 7:45am and 8:00pm on any day between Monday to Friday, and
• 8:45am to 5:00pm on Saturday.

Managers will agree working patterns with successful applicants within these business hours and review these as appropriate.    

You will be given advance notice of your personal schedule.  

Candidate Pack  

It is important that you take time to read the Candidate Pack which can be found at the bottom of this job advert. This provides further information about the role and working in DWP.   

Stage 2 - Interview  

Those who pass the Written Application Sift with the required score will be invited to a blended interview and will receive an electronic notification to your Civil Service Jobs account.  

Please note that interviews will be via video using Microsoft Teams and you will need to use your personal or work device to access the video link. You will receive a link to join the interview at the appointed time through the email account you provide us with on your application.   

Behaviours 

We will assess you against these behaviours in the selection process: 

• Leadership 
• Managing a Quality Service 
• Communicating and Influencing  
• Working Together

You will be assessed against the Civil Service Behaviours listed above at Level 3. 

PLEASE NOTE: Full details of the behavioural questions will be given to shortlisted candidates 7 days in advance of the Interview.

Interviews are scheduled to take place from 26/02/2024, please note that these dates are only indicative at this stage and could be subject to change. Interviews will be scheduled Monday to Friday, between 09:00 to 17:00. 

Communications will be electronic and/or by telephone therefore it is vitally important that you check your Civil Service Jobs account regularly, as well as your spam/junk email folder. Telephone calls may show as a withheld number, it is important that you answer so that your interview can be confirmed.    

Preparing for the interview  

The interview will take approximately 40 minutes where you will be asked a mixture of Behavioural 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 behavioural questions in advance of the 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 when you’ve had to deal with a difficult customer.” 

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:     

• WHO - What it was, How you approached the work/situation and what the Outcomes were, what did you achieve? or
• STAR - What was the Situation? What 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. 

If you do not have work-based examples then please give examples from school/college, clubs, volunteering or other activities you have been involved in.    

If you withdraw your application at any stage, it will not be progressed any further.   

Stage 3 – Offer 

Once all interviews have been completed, candidates will be notified of the outcome by email. Offers will be made in strict merit order to the highest scoring candidate first.

The successful candidate(s) will be notified of a start date following successful security checks.

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.

Please note:   

• If you are offered the role you applied for, in a location you have expressed a preference for, and you decline the offer or are unable to take up post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances*.  
• If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list. 

*Note - Exceptional circumstances could be when a candidate has requested a contractual Part Time Working Pattern and this pattern cannot be accommodated in the initial role offered, or in cases of serious ill health.  

Candidates should also note that if successful in this campaign, you will be expected to remain in post for a minimum of 18 months before applying for any other lateral moves within DWP.   

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 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.

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.

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.

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.