G6 Personal Independence Payment Operational
4 months ago
**Details**:
**Reference number**:
- 345504**Salary**:
- £69,869 - £77,740**Job grade**:
- Grade 6**Contract type**:
- Permanent**Business area**:
- DWP - Service Excellence - Customer Experience**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
- Birmingham, Blackpool, Cardiff, Glasgow, Liverpool, Newcastle-upon-Tyne, SunderlandAbout the job
**Job summary**:
DWP delivers a range of services to a broad customer base of around 20 million customers.
This is a high profile and business critical role. The Dispute Resolution Service (DRS) Operational Leader is accountable for delivering a high-quality service and performance across a number of sites to customers who have requested a Mandatory Reconsideration or submitted an appeal against a Personal Independence Payment (PIP) or Disability Living Allowance Child (DLAC) decision. The team is part of the wider DRS network which includes teams who also process Universal Credit and from a small number of benefit lines such as Retirement Services and Child Maintenance Services.
The Dispute Resolution Service is a large and diverse service of over 3000 colleagues based in England, Scotland and Wales and we are looking for an energetic and enthusiastic person to fill one key senior leadership role to support the delivery of our services and future modernisation agenda.
We care about our people and invest in their development, offering fantastic career development opportunities as well as excellent employee benefits.
**Job description**:
The responsibilities of the job role include the following:
- Strong effective leadership of around 1500 Decision Makers and Appeal Writers based in 7 sites across the UK, in addition to leveraging robust partnerships working with both HM Courts and Tribunals Service (Ministry of Justice) and members of the Judiciary.
- Delivering a quality, customer focused agenda developed as a result of listening to our customers. Improving the customer journey and experience through quality and continuous improvement test and learn activities.
- Being an active member of the DRS Senior Leadership Team, working collaboratively across DRS and the wider Customer Experience Directorate.
- Visible leadership and face to face engagement, with frequent travel to PIP, DLA Child and DRS locations. Taking personal accountability to deliver key messages and implementing change.
- Contributing to business and people planning activities, ensuring appropriate and effective deployment of people and resources. Effectively managing and flexing resources to manage demand versus supply gaps and react to volatile intakes. This includes backlog recovery and identifying opportunities for continuous improvement to increase productivity and deliver efficiency savings.
- Creating a coaching culture and using data and analytics curiously to effectively manage performance, fully embedding the principles of Insight Performance Excellence.
- Working in partnership with Service Modernisation to identify opportunities to transform the Disputes Service and remove known pain points from the customer journey.
- Confidently leading through ambiguity, with the ability to adapt quickly to changing direction and priorities. Positively, motivating, inspiring, encouraging and influencing others.
- Maintaining a strong network of delivery partners, across both Work and Health and Service Excellence Directorates, promoting the use of feedback to reduce appeal volumes and reduce overturned rates at tribunal.
- Preparing briefings for Senior Leaders and Ministers, translation of data; building compelling business cases; planning for and mitigating risks.
- Role modelling positive behaviour and ways of working to make DWP an inclusive place where people can be their best.
- Ensuring compliance with DWP security and data protection regulations.
- Actively promoting equality, diversity and inclusion in the workplace, demonstrating the DWP values with support and care for colleagues and creating opportunities for all.
**Person specification**:
- **Lead Criteria** - You will be an inspirational and resourceful leader with a proven track record of leading and motivating large, geographically dispersed operational teams; are able to provide transformational leadership by inspiring colleagues through difficult situations, transforming performance and building high performing teams.
- You will be an excellent communicator with the ability to influence and motivate people at all levels. You will be confident delivering written and verbal communications to a very high standard for Ministers, Senior Leaders, Trade Union, operational and wider DWP colleagues and other stakeholders.
- You can demonstrate positive customer service outcomes by understanding the complexity and diversity of customer needs and expectati
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