About the job

Job summary

The Department for Work and Pensions (DWP) is one of the largest Government Departments, with an ambitious and challenging agenda to deliver welfare reform to all aspects of benefit payments.

Benefit Payment Systems Group (BPSG) specialise in both pre and post payment resolution, including resolving issues and exceptions for bank payments third party deductions, control of payment files and other complications arising from the payment process. Our customers include DWP, Other Government Departments, Banks, Building Societies, and the public.

As a BPSG Operational Team Leader, you will have lead responsibility for managing a busy operations team to oversee the successful delivery of the teams’ objections in relation to outcomes, key milestones, targets, standards and effectively managing risks. The team works to a wide range of competing priorities and to very tight performance measures.

Applicants must be able to demonstrate a passion for leading teams and delivering an excellent customer service with the ability to inspire, encourage and influence others to deliver quality outcomes.

You will be required to lead by example, make sound decisions, effectively implement change as well as motivating and developing team members to realise their potential, achieving high engagement levels and business efficiencies, and sustaining a professional, forward-looking team that responds well to change.

Places for Growth and Social Mobility

As part of the Places for Growth Programme, we are committed to delivering a more geographically diverse Civil and Public Service that will better serve the public and ministers. As part of this initiative, we are continuously reviewing how we recruit into each location.

Postings

Posting will be made in merit order by location, this will be based on the geographical requirement at the time. A reserve list may be held for a period of 6 months from which further appointments can be made. Reserve list candidates will be posted in merit order by location. Successful candidates will be posted to a specific role and will have the opportunity to express a preference as part of the selection process, although final decisions may come down to business need, and the skills and development needs of candidates. Standard promotion rules will apply, and successful candidates will be placed on the pay scale and terms and conditions of DWP. The roles available will be based in:

• Blackpool – Peel Park, Brunel Way, FY4 5ES.

Job description

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

• Day to day management of a team of administrators including delivery of customer, colleague, and third-party creditor enquiry services.
• Proactively engage with direct reports in regular 1:1s to consider and support their wellbeing, performance, development ensuring HR procedures are followed correctly and in line with DWP procedures.
• Agree team objectives, commitments and Healthy Indicators and maintain two-way communications, including through structured quarterly reviews to celebrate success, identify areas for development and manage delivery of agreed actions.
• Ensure successful continuous delivery, multi-skill staff, building confidence and sharing knowledge so that the team can resource flexibly to ensure that priority targets are consistently met. This will include building capability to meet anticipated future business needs.
• Ensuring self and staff make a personal contribution towards continuous improvement of service delivery and the customer experience to achieve customer service improvements, efficiency savings and improved cultural survey results.
• Manage the timely and accurate production and analysis of essential management information to help inform decision making, team resource planning in an ever-changing environment.
• Identifying priorities, risks and mitigations quickly and effectively ensuring robust team contingency plans are in place.
• Building productive relationships with a wide range of stakeholders to deliver better outcomes for both team and wider department.
• A good level of IT literacy and keyboard skills, with a working knowledge of Microsoft Office software is desirable but not mandatory for this role as full training will be given.

Person specification

A strong candidate for these roles should be able to demonstrate the following Essential Criteria:

• Experience of managing teams that are working to tight deadlines and competing priorities - Lead Criteria
• Good communication and interpersonal skills.
• A strong commitment to people engagement.
• Proven ability to be adaptable and flexible.
• Sound decision making skills.

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, Ability and Experience.

Application

After submission of the first stage of your application you will be invited to complete a Civil Service Numerical Test and a Civil Service Verbal Test. If you successfully pass the test, you will be invited to complete the final stage of the application.

Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23:55 on 18/03/24. If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.

You will need to pass the on-line tests to progress through to written sift and interview. Information on the tests including how you can prepare for and practice the tests is on the Gov.uk website – Civil Service online tests - guidance for candidates Civil Service online tests - GOV.UK. https://www.gov.uk/guidance/civil-service-online-tests

Written Application

Sift stage:

As part of the application process, you will be asked to complete a Personal Statement of no more than 1250 words.

The sift panel will use your Personal Statement to assess your skills against the Essential Criteria listed for this position.

Should a large number of applications be received, an initial sift may be conducted using the lead criteria "Experience of managing teams that are working to tight deadlines and competing priorities".

Interview stage:

If you have been successful in sift stage, you will be invited to a face-to-face interview at Peel Park, Blackpool, this should last approximately 40 - 50 minutes. You will need to produce evidence of ID at the interview.

During the interview you will be assessed against the behaviours outlined in the job advert.

Further information will be provided to those who are invited to interview, and feedback will only be provided if you attend an interview.

Application sift is planned to be carried out 20th – 26th March

Interviews are planned to be carried out week commencing 8th April

Please be advised that the above dates are indicative only and are subject to change.

The evidence you provide in your application must relate to your own experiences. 

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.

Any move t0 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. 

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.