About the job

Job summary

What are we offering?

Do you have a passion for Public Service? Are you someone who strives to make a difference to people’s lives? If so, we would like to hear from you!

DWP is looking to fill 20 roles across various directorates. We deliver a range of services to a broad customer base of around 22 million people.

We welcome applications from candidates who are energetic, and enthusiastic, and are able to demonstrate inspirational leadership to motivate people to achieve remarkable results and exceptional customer service. You will help drive performance and deliver an efficient service in order to support the delivery of our services and future modernisation agenda.

Posts are not finalised and therefore we will confirm posts available and location with candidates after the interviews have taken place. Future locations may become available.

Successful candidates will be posted to a specific role and may have the opportunity to express an interest as part of the selection process, although final decisions may come down to business/skills and development needs of candidates.

Job description

Operational Delivery Leadership Roles 

Successful candidates can expect to be involved in a range of the following:

Lead by example, providing inspiration, direction and support to colleagues by translating our DWP vision, values and priorities into improved outcomes delivered in collaboration with, and beyond your immediate team.

Drive improved customer service and efficiency outcomes by planning, implementing and evaluating changes, involving your own team and wider stakeholders and colleagues.

Showing innovation and creativity to lead activities that support efficiencies and improvements to service delivery. 

Lead a team ensuring that its members are organised, and fully skilled to meet their work objectives. Effectively managing both team and individual performance, addressing any issues as they arise, and apply policies and procedures (including diversity, attendance and discipline).

Create an environment that empowers others to do the right thing for customers, being responsible for delivering excellent service to achieve quality outcomes.

Operates as part of a team focused on agreed goals and priorities to achieve collective commitments, effectively managing resources in an ever-changing organisational structure to drive efficiencies and keep costs down.

Build individual and team capability by personally coaching and mentoring colleagues at all grades on a variety of procedural and leadership skills, promoting and making full use of professional learning products available.

Being accountable for managing workloads, attendance and conducting regular one to ones, face to face performance reviews, confidently addressing risks to performance achievements, driving forward continuous improvement in an inclusive and engaging environment. Confidently handle challenging conversations.

Through your behaviour and ways of working develop an environment of inclusivity and trust where people can be their very best. Creating an environment where everyone feels they belong, that their contribution matters and that they can reach their full potential.

Ensure all Health and Safety and security matters are dealt with promptly and sensitively, in line with DWP policies and procedures.

This list is not exhaustive.

All prospective applicants should fully consider the candidate pack before applying.

Person specification

Who are we looking for?

Essential Criteria

You have strong leadership skills, with experience of leading groups of people in ever changing circumstances to deliver excellent customer service, at pace. (Lead criteria)

You can demonstrate positive and inclusive behaviours when establishing and understanding the diverse needs of vulnerable customers. 

You can implement change, keeping people focused and energised by encouraging innovation and giving people space to take the initiative.

You have a proven track record of driving performance, improving outcomes and customer service by ensuring people have the right skills, using appropriate coaching methods.

You are visible and accessible and have experience in communicating confidently, providing clear direction, showing genuine care for people.

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%

DWP is a family-friendly employer and part-time and job-sharing working patterns within these hours may be available but must meet business needs which must include Monday and Friday as working days. 
 
Successful part-time candidates will be required to work full-time for specific periods to complete and consolidate training. Training will be 100% office based.
 
These posts are subject to a 6-month probation period. 

The full-time working week for DWP is 37 hours. You may be required to work at any time between the hours 8am and 8pm on any day between Monday to Friday and 9am to 5pm on Saturday. You will be given advance notice of your personal schedule. 

This is a voluntary, non-contractual arrangement and your office will be your contractual place of work.

DWP is a family-friendly employer and part-time and flexible working patterns within these hours may be available but must meet business needs which must include Monday and Friday as working days.

This role is not being offered as a permanent home working contract.

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 Process

As part of the application process, you will be asked to complete a CV, 1250-word personal statement. Further details around what this will entail are listed on the application form.

Stage 1 - Personal Statement

When completing your personal statement, please read and understand the Essential 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.

Please complete the personal statement and write up to no more than 1250 words, detailing the relevant skills and experience you can bring to the role. This will be assessed against the Essential Criteria within the advert.

You may choose to address each criteria separately, however, one narrative example may cover and evidence several essential criteria. 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.

Should a high volume of applications be received, an initial sift may be conducted using the Lead essential criteria:

You have strong leadership skills, with experience of leading groups of people in ever changing circumstances to deliver excellent customer service, at pace.

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

Important Information

You will be asked to complete your employment history, any information that you would customarily share on a CV should therefore be entered onto the application form. The CV is not scored it is used to check relevant work history.

Personal details that could be used to identify you including your name, contact details and address must be removed for your application to be considered.

If your employment history/personal statement contains any personal details your application will be withdrawn.

STAGE 2 – MS TEAMS LIVE INTERVIEW Blended Interview

Preparing for the interview

You will need to provide photo ID prior to the interview.

At interview you will be assessed against any of these four Civil Service Behaviours - Level 3

• Leadership
• Managing a Quality Service
• Changing & Improving
• Developing Self and Others

If you are invited to interview you will receive an electronic notification to your Civil Service Jobs site. 
 
Once you receive the invite to interview you will need to access the system and book yourself an interview slot 7 days in advance. 

The interviews will be conducted by MS Teams, and you will need to use your personal device to access the platform. We will provide instructions at the time as to how you do this. 

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

The interview will follow a blended approach and will last approximately 45 minutes. 

During the interview, candidates will be assessed against behaviours and strengths. 

To do this, candidates will be asked a mixture of Behaviour and Strength questions.

The Strength and Behaviour based questioning explores what the candidate can and has done, but also their potential.

A blended interview aims to be more of a conversation at interview, offering a more inclusive approach. 

Behavioural questions will explore what you have done in previous jobs or experiences as well as what you have achieved and/or learned. 

After the interview

Once all the interviews have been conducted, candidates will be notified of the outcome by email. If you are successful at the interview stage, we will be in touch to offer you a role. Offers will be made in strict merit order based on location preferences and roles available. 

Sift and Interview dates are to be confirmed.

Further Information

Find out more about Working for DWP

A reserve list may be held for a period of 6 months from which further appointments can be made.

• Reserve List – You may be placed on a reserve list if your application is successful but we cannot immediately offer you a post, please note:
• If you accept an offer of a post, you will be expected to withdraw from any other live campaigns you have applied for, with DWP, at this grade.
• 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.

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

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.

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/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.

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.

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.