Operational Leader

4 days ago

Glasgow, United Kingdom Department for Work and Pensions Full time

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

- 344879**Salary**:

- £35,711 - £36,545**Job grade**:

- Higher Executive Officer**Contract type**:

- Permanent**Business area**:

- DWP - Service Excellence - Counter Fraud, Compliance and Debt - National Insurance Number (NINO) Operations**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
- GlasgowAbout the job

**Job summary**:
As part of the Counter Fraud and Compliance and Debt (CFCD) Directorate you will be at the heart of DWP’s front line operations helping to change people lives and supporting CFCDs purpose of fighting fraud.

As part of our National Insurance Number (NINO) Operations Team, you will have a varied and exciting role involved in preventing fraud - as gatekeeper to NINO allocation.

You will support the Senior Operations Leader to drive forward the continued transformation and modernisation of CFCD NINO operations.

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

HEO Operational 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, Learning & Development (L&D) and One to Ones 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.
- 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**:
**Key Criteria**
- 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 (**Lead Key Criteria**).
- The ability to work closely as part of a team, with key partners and stakeholders within and outside of the organisation, navigating complex environments (**Second** **Lead Key Criteria**).
- 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 a focus on building your own and others capability, continually reviewing learning needs and development to ensure changing business requirements can be delivered professionally at pace.

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

- Leadership
- Working Together
- Making Effective Decisions
- Managing a Quality Service

**Benefits**:
**With great benefits including**:

- Generous annual leave - 23 days 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 and learning allowance.
- Flexible/hybrid working.
- Employee discount schemes.
- Free wellbeing support.
- Opportunities to make a real difference through joining forums, initiatives and 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

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