About the job

Job summary

Do you have a passion for public service? Would you like to make a difference to someone’s life? If so, we would like to hear from you. DWP help people lift themselves out of poverty and to stay out of poverty, through work, saving and support. This is a hugely important public service, and our challenge is bigger than ever.

As part of Counter Fraud Compliance and Debt Directorate (CFCD) you will be at the heart of DWP’s front line operations helping to change people lives. With varied and exciting roles, you will be involved in reviewing fraud, error and debt within the department. ​ 

CFCD has been through wide transformation and continues to do so to ensure it can operate effectively for the future, has visible leadership and teams which work together as “one CFCD” to deliver the Fraud Error and Debt Strategy. 

The CFCD National Delivery and Assurance Service (NDAS) combines analytical and operational insight to help ensure that operational resource to tackle fraud, error and debt is targeted in the most effective way. 

Performance Insight and Workflow (PI&W) are part of CFCD NDAS. There are three teams within PI&W. Two teams focus on supporting operations within Counter Fraud and Compliance, while the third team support Debt operations. 

This is an exciting opportunity to join a team committed to tackling Fraud & Error through both Prevent and Detect initiatives. 

Leadership and people engagement are a major focus for CFCD.​ Team members are based on different sites across the country, and we have a close working relationship through our working methods, daily calls to focus on priorities and successes, close team working and stakeholder engagement largely through virtual conferencing using MS Teams.​ 

Job description

The objectives of this role are to: 

• Lead the Performance Insight and Workflow team, providing the strategic vision needed for the team to support CFCD operations in meeting its performance objectives.  
• Ensuring the efficient and effective use of resources in managing the flow of work to match both the capacity and capabilities of our operational teams.  
• To drive performance improvement through close working with Operational colleagues across DWP. 
• Maximising on capacity across CFCD by having a clear picture of volumes, backlogs and value of work available.  
• Support the lead Grade 6 (G6) to provide performance insight to enable and support Senior Operational Leaders and Functional Leads to deliver the business. 
• Help to support the strategic planning of resource in the short and medium term to deliver on the Department’s high-level fraud, error, and debt targets. 
• To support on briefings required for Senior Leadership Forums and the Secretary of State. 

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

• Drive strategic planning of resource by providing details of volume/value of work available giving proposals for resource deployment, leading the way in “resourcing to risk”. 
• Proactively control and reduce backlogs of work and identify where skilled capacity is underused so that decisions on the deployment of work can be made quickly. 
• To be responsible for planning and co-ordinating the deployment of people and work required to meet the needs of CFCD. 
• To ensure the flow of work to individual teams matches capacity and capability. 
• To ensure the accurate and timeously development and publication of performance Management Information (MI) across all arms of CFCD. 
• Provide in depth insight on operational performance and performance variation to ensure that CFCF meets its performance measurement regime requirements. 
• To supply key information to inform future resource requirements. 
• To ensure work moves around the network as directed promptly. 
• Maximise the impact of our operational resource to deliver the Department’s strategic objectives by providing performance insight understanding the reasons behind declining performance/performance variation. 
• To lead on conversations for the planning and implementation of new workstreams from inception, through testing and then safely landing into CFC Operations. 
• Identify and address potential barriers and risks to CFCD’s service delivery through strong, proactive and co-operative stakeholder engagement. 
• Provide relevant MI, narrative and context for Parliamentary Questions (PQ), Freedom of Information (FOI) requests and Senior Civil Servant/MP Briefing Packs 

Please note, this is an ever-changing environment, and you will need to be flexible on roles and responsibilities as these may well change. You will also need to sometimes work to very challenging deadlines and be confident in communicating to the CFCD Senior Leadership Team. 

Person specification

Key Criteria

The successful candidate should be able to demonstrate the following:

• Excellent analytical skills to lead on, quality assure and effectively disseminate complex performance data and analysis, using a wide range of tools and techniques to produce coherent reports, identify performance improvements and make recommendations for senior leaders. (1st Lead Criteria) 
• Wide experience in planning and delivering the successful workflow and movement of work across and throughout large organisations. (2nd Lead Criteria) 
• Ability to unpick complex problems and issues breaking them down into manageable pieces and driving resolutions at pace, demonstrating capability to exercise sound judgment and interpretative skills. 
• Strong communication skills and the ability to present technical and complex information with clarity and impact to senior officials. 
• Strong leadership skills and experience in a fast-changing environment, able to set and articulate a strong strategic vision to others and develop team plans and activities to deliver against objectives, inspiring and motivating teams to be fully engaged in their work. 
• Excellent networking skills and a focus on building collaborative working relationships with colleagues and stakeholders across the wider team and Department. 

Desirable Skills

• If the successful candidate is posted in Wales, the ability to speak Welsh is desirable.

Benefits

With great benefits including: 

• Generous annual leave 25 on entry, increasing up to 30 days over time (pro–rata for part time employees), plus bank holidays and one day of leave for the King’s Birthday. The exact number of days of annual leave will be determined by any current years of service.
• Competitive maternity, paternity and parental leave we also recognise the importance of a good work-life balance and offer flexible working and a family friendly approach to work.
• Training and apprenticeships and up to 5 days’ personal development & learning allowance.
• Flexible/hybrid working.
• Employee discount schemes.
• Free wellbeing support.
• Opportunities to make a real difference through joining forums, initiatives & charities.
• Interest free travel loans.
• Vodafone advantage discount scheme.
• Highly sought-after civil service pension - your pension is a valuable part of your total reward package where:
  • The employer makes a significant contribution to the cost of your pension.
  • Your contributions come out of your salary before any tax is taken. This means, if you pay tax, your take-home pay will not be reduced by the full amount of your contribution.
  • Your pension will continue to provide valuable benefits for you and your family if you are too ill to continue to work or die before you retire.
  • For more information, visit civilservicepensionscheme.org.uk  

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.

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.

Further details around what this will entail are listed on the application form.

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.

Should a large number of applications be received, an initial sift may be conducted using the lead or both the lead and the 2nd lead criteria: 

• Excellent analytical skills to lead on, quality assure and effectively disseminate complex performance data and analysis, using a wide range of tools and techniques to produce coherent reports, identify performance improvements and make recommendations for senior leaders. (1st Lead criteria).
• Wide experience in planning and delivering the successful workflow and movement of work across and throughout large organisations. (2nd Lead criteria ).

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 06/02/2024**   

Sift to be held 08/02/2023 to 14/02/2023. These dates made be subject to change. 

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.  

Interviews are scheduled to take place from 28/02/2024 to 01/03/2024, 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 45 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.  

Behaviours

You will be assessed against the Civil Service Behaviours listed above at Level 4.

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

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.

Strengths

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 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, which is likely to be during March/April 2024.

Important information.  

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. 

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.  

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. 

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

Reasonable Adjustments

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 “Assistance required” 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 are 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.