About the job

Job summary

Are you looking for a new challenge? Do you have leadership experience, great communication skills and enjoy coaching others?

The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy. As the UK’s biggest public service department, we operate on a scale that is almost unmatched anywhere in Europe and most people in Britain come into contact with us at some point in their lives. Work and Health Services, Disability Services Decision Making and Working Age is a great place to work where the leadership team are passionate about attracting the best talent whilst nurturing and valuing new and existing colleagues to be the best they can be.

The Operational Delivery Profession (ODP) is the largest profession in the Civil Service. ODP’s 200,000+ members work in a wide range of operational delivery roles across government, providing essential services that support and protect UK citizens at home and overseas. They help to make the Department for Work and Pensions a great place to work.

DWP will support you in further developing your professional knowledge and skills for this role and future career development. For this role you may be expected to undertake an Apprenticeship – further details are included in the candidate pack.

As a Senior Operational Leader, you will support the flexible, effective, personalised delivery of customer service, quality and performance across the site. You will provide senior management leadership, and effective use of resource, to ensure performance targets and customer objectives are met.

You will drive people engagement across your team, set high standards for people leadership throughout the business and inspire colleagues through difficult situations, transform performance and build high performing teams.

We are looking for people who can demonstrate our values and commitment to leadership which are based around Collaboration, Resilience and Inclusivity. We look for emotionally aware leaders who enable teams to be innovative, adaptable, and flexible. We want you to be comfortable challenging the norm and finding daring and dynamic solutions that support our values and enable colleagues to shine in whatever role they do.

This is a key role and we are looking for people who will help us deliver key leadership roles across the Departments Operational Delivery functions.

We welcome applications from candidates who demonstrate inspirational and resourceful leadership to help drive performance and deliver a positive and efficient service to our customers.

We are proud to be part of DWP, which is the Government’s largest public service department serving 18 million customers.

We are committed to the Civil Service ambition to become the UK’s most inclusive employer and we absolutely welcome and encourage applications from every part of our community, particularly from groups currently underrepresented in our workforce and those with protected characteristics.

Job description

Key Responsibilities

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

• An active member of your Senior Leadership Team, providing visible and effective leadership taking a personal lead in engaging with and communicating key messages and implementing corporate changes.
• Lead, motivate, support and encourage teams to operate flexibly, seeking feedback, listening and acting on this, setting performance standards and personalising services for our customers.
• Role model positive behaviours, effective leadership and encourage collaborative working between teams and directorates to drive innovation and service improvements across DWP.
• Contribute to business and people planning activities ensuring appropriate and effective deployment of people and resources.
• Accountable for the management of performance and service delivery within their business area, undertaking regular performance reviews with their colleagues, identifying risks to business performance achievement and opportunities for driving forward continuous improvement.
• Be committed to their own professional development and building the capability of others including the achievement of Operational Delivery Profession standards and digital capability.
• Works to build a fully inclusive working environment, valuing diverse views, eliminating unlawful discrimination, harassment and victimisation.
• Actively promotes health and well-being taking responsibility to maintain a safe and healthy working environment.
• Responsible for developing leadership capability through coaching and making full use of Operational Delivery Profession/Government Counter Fraud Profession learning & development products.
• Through role modelling positive behaviour and ways of working make DWP an inclusive place where people can be their best.
• Ensure compliance with DWP security and data protection regulations.

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

For locations in Wales, the ability to speak Welsh is desirable.

Person specification

ESSENTIAL CRITERIA

• You have strong and effective leadership experience with an ability to communicate with clarity, conviction and enthusiasm with colleagues, partners and stakeholders to drive positive outcomes.
• You have experience and knowledge of leading diverse teams through effective coaching and mentoring to improve service delivery.
• You will have the ability to understand and lead change, inspiring and obtaining commitment from colleagues by encouraging discussion, innovation and ideas in support of long-term organisational vision.
• You can build trusting relationships with colleagues and a range of stakeholders, through effective working relationships with contracted, non-contracted and delivery partners outside of your organisation to achieve business outcomes through collaboration and innovative ways of working.
• You empower and encourage your diverse workforce, providing real opportunities for people to develop their strengths and innovate.

Benefits

• Learning and development tailored to your role.
• An environment with flexible working options.
• A culture encouraging inclusion and diversity.
• An employer pension contribution of up to 27%.
• A generous annual leave allowance.

Our offer to successful candidates will be based on an assessment of your skills and experience as demonstrated at interview.

Existing Civil Servants who secure a new role on lateral transfer should maintain their current salary.

Existing Civil Servants who gain promotion may move to the bottom of the next grade pay scale or 10% increase in salary whichever would be the greater.

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 and Strengths.

Stage 1 – Application process

As part of the application process you will be asked to provide your evidence to demonstrate competence against 4 behavioural statements of 250 words each.

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

When completing your behavioural statements, please read and understand the Essential Criteria thoroughly, alongside the Civil Service Success Profiles document. This is what your written evidence will be assessed against. Your layout is entirely your preference; you may choose narrative, bullets, etc.

We'll assess you against these behaviours during the selection process:

• Leadership (Lead behaviour) (level 3)
• Managing a Quality Service (level 3)
• Working Together (level 3)
• Communicating and Influencing (level 3)

The written evidence you provide must relate to your own experiences. 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 you do not have work-based examples then please give examples from school/college, clubs, volunteering or other activities you have been involved in. 

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: 

What it was, how you approached the work/situation and what the Outcomes were, what did you achieve? Or What was the Situation? That were the Tasks? What Action did you take? How/what did you learn through a Review?

Please note - Should a high volume of applications be received, an initial sift may be conducted using the lead behaviour of Leadership.

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

Important Information

• 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/behavioural statements contains any personal details your application will be withdrawn.

Your written application form evidence will be assessed. If you meet the required standard and your application is successful, you will receive an invitation to a Microsoft Teams Interview.

Stage 2 – Selection

At interview you will be assessed against four Civil Service Behaviours -Level 3.

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

The Interview

The interview will be conducted via MS Teams. The interview will follow a blended approach and will last approximately 45 minutes. You will be asked a mixture of Behaviour and Strength questions.

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.

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

Please note to access the interview 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.

The sift will take place week commencing 8th January 2024

Interviews will take place week commencing 29th January 2024

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.

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.

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.