Counter Fraud, Compliance and Debt Directorate

2 months ago

St Albans, United Kingdom Department for Work and Pensions Full time

**Details**:
**Reference number**:

- 253198**Salary**:

- £34,173 - £39,777- £37,520 - £39,777 (Outer London) St Albans post £34,173 - £36,243 (Specified Location Payzone) Bedford post**Job grade**:

- Higher Executive Officer**Contract type**:

- Permanent**Business area**:

- DWP - Service Excellence - Fraud, Error and Debt**Type of role**:

- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Bedford, St AlbansAbout the job

**Job summary**:
**Location**

Roles will be based at the following locations
- St Albans, Bedford

**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 and Compliance Directorate (CFCD) you will be at the heart of DWP’s front line operations helping to change people lives and supporting CFCDs purpose of fighting fraud in the welfare system.

With varied and exciting roles, you will be involved in reviewing fraud, error and debt within the department. These roles are unique and challenging, with the aim of helping drive down the level of fraud and error within the benefit system.

**Job description**:
CFCD Higher Executive Officer (HEO) Team Leaders support the flexible, effective, personalised delivery of customer service, quality and performance across sites.

HEO Team Leaders inspire colleagues through difficult situations, transform performance and are accountable for the effective utilisation of operational resources, delivering improved value for money and driving out inefficiencies.

Key Tasks include:

- Directly line manage a team, provide clear, visible and strong leadership and engage with colleagues to drive high performance and quality.
- Create an inclusive team environment, embracing different individual needs, views and ideas, making it clear to all that bullying, harassment and discrimination is unacceptable.
- Work with internal and external stakeholders, encourage collaborative working between teams, build relationships and achieve mutually beneficial outcomes.
- Motivate, develop and encourage teams, undertake regular performance reviews, provide coaching, L&D and 1-2-1s to develop skills.
- Identify risks to performance achievement and drive forward continuous improvement.
- Monitor and improve the quality of the face-to-face/telephony and end-to-end customer experience, ensuring that ‘one customer, one service, one business becomes a reality within DWP.
- Provide relevant information to colleagues regarding changes to policy, legislation and statutory requirements as appropriate, and identify and implement best practice.
- Ensure all security matters (including information protection) are dealt with promptly and sensitively, in line with DWP policies and procedures.
- Use networking and influencing to create, maintain and improve service delivery for all customers.
- Support the identification of priorities and work collaboratively to ensure the delivery of both your and others’ objectives.

**Person specification**:
**What we are looking for in our leaders**:

- Strong leadership and interpersonal skills.
- A driven, energetic leader who is able to improve quality and consistency within our customer journey.
- Strong collaboration and negotiation skills, with experience of influencing and managing effective stakeholder relationships.
- Excellent communication, presentation and organisational skills.
- Able to innovate and make sound business decisions at pace, through creative thinking and a flexible, agile outlook and approach.
- Able to lead remotely, promote inclusivity and hold a solid understanding of equality and diversity and how it impacts upon service delivery.
- A high level of emotional intelligence, honesty, integrity and a personal demeanour that inspires confidence and loyalty.
- Understanding of the political context within which DWP operates, and ability to set the vision for your teams, with an awareness of wider, long-term aims for CFCD.
- Travel between sites may be required depending on business needs.

**Key Criteria**
- You are a confident, inspirational and driven leader, able to take charge of situations and provide direction to those around you, to achieve results ensuring the best use of resources.
- You have the skills to gather, interpret and analyse complex information and data from various sources, challenging where appropriate, to reach sound conclusions demonstrating clear decision making.
- You have the ability to work closely as part of a team, with key partners and stakeholders within and outside of the organisation, navigating complex environments.

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