About the job

Job summary

Ensuring benefits reach those who need it most.

That’s our purpose.

A career at the Department for Work and Pensions serves a wider purpose. From the first day on the job to the transition into retirement, our people support those who need help most. This is important work, and we ensure our people are given the tools they need to succeed in a place where everyone belongs and can be at their best. For a career packed with possibility, a comprehensive benefits package, where we live by our values and have the opportunity to improve the lives of people across the UK, look no further.

Benefit Payment Systems Group (BPSG) specialise in 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 general public. 

As a BPSG Team Leader, you will have responsibility for managing a small operational team, contributing to the effective delivery of Payment Services critical activities.

Job description

The key requirements of the role are to:

• Lead the day-to-day management of the Contact Centre telephony team of agents, ensuring all queries are dealt with in line with the required timescales and quality standards, taking responsibility for escalated calls from team members.
• Work as part of a team, supporting colleagues, to meet team targets and objectives.
• Communicate effectively with internal and external customers.
• Use own initiative, as appropriate.
• Manage competing priorities and meet challenging deadlines.
• Proactively manage performance and/or other HR matters, holding regular 1-1 staff reviews. Ensuring HR procedures are followed correctly on time and in line with DWP Procedures.
• Ensure self and staff make a personal contribution towards continuous improvement of service delivery and customer experience to achieve customer service improvements, efficiency savings and improved cultural survey results, over the reporting period, for the team.
• Build effective working relationships with Stakeholders, working closely with them to resolve issues.

Person specification

The candidate must demonstrate the following:

Essential Criteria:

• Be able to lead by example and actively engage staff to ensure they understand how the business is developing and the role they must play to support that, whilst striving continually to improve their performance​, proactively building capability (lead criteria).
• Excellent communication and interpersonal skills​.
• Experience of dealing effectively with internal and external customers.
• Experience working in a time constrained environment, to deliver against competing priorities.​
• Proven planning and organisation skills​.
• Experience of using IT applications including Microsoft Word, Excel, PowerPoint and a willingness to learn new skills.

Working Pattern

Although part time hours will be considered, this role will require successful candidates to attend a mandatory 6 week training on appointment. There will be a requirement to undertake full time hours for this period, which will be paid. On completion of training, successful candidates will then revert to agreed working patterns if they are part time.

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. 

This role will be located at Sheffield DWP Office, Hartshead Square, Sheffield S1 2DP. 

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 Verbal Test and a Civil Service Numerical 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 19/02/24. 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

Sift stage 

As part of the application process you will be asked to complete a Personal Statement of no more than (1250 words max). Further details around what this will entail are listed on the application form.

The sift panel will use your Personal Statement to assess your skills against the Essential Criteria listed in the Person specification.

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

• Be able to lead by example and actively engage staff to ensure they understand how the business is developing and the role they must play to support that, whilst striving continually to improve their performance​, proactively building capability.

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

Interview stage

If you have been successful in sift stage, you will be invited to a face to face interview, this will be held at Sheffield DWP Office, Hartshead Square, Sheffield S1 2DP. 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.

Application sift is planned to be carried out:- 21/02/24 – 23/02/24

Interviews are planned to be carried out :- 12/03/24 – 14/03/24

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

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 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.

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.

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.

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.