Counter Fraud, Compliance and Debt Directorate

2 days ago


Wolverhampton, United Kingdom Department for Work and Pensions Full time

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

- 243744**Salary**:

- £38,469 - £41,480**Job grade**:

- Senior 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
- Nuneaton, Rugby, Telford, Wolverhampton, WorcesterAbout the job

**Job summary**:
**Role can be based at the following locations**:

- Nuneaton (Mill House, CV11 4DL)
- Rugby (Kingsforth House, CV21 2TD)
- Telford (Telford House, TF3 4PD)
- Wolverhampton (Molineux House, WV2 4AU)
- Worcester (Vine House, WR1 3EL)

**Short Summary**

DWP helps 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 CFCD purpose of fighting fraud in the welfare system.

As Senior Operational Leader, you will role model excellent senior management leadership, taking responsibility for the flexible, effective, personalised delivery of customer service, quality, and performance. You will provide transformational leadership to the site and beyond - leading through others, driving people engagement, and inspiring colleagues to deliver objectives.

CFCD 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. 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.

**Job description**:
**As a Senior Operational Leader, you can expect to be involved in a range of the following**:

- Provide visible and effective leadership through regular site visits taking a personal lead in engaging with and communicating key messages and implementing corporate changes.
- Motivate and encourage teams to operate flexibly, seeking feedback, listening and acting on this, setting performance standards and personalising services for our customers.
- Encourage collaborative working between teams and directorates to drive innovation and service improvements.
- Contribute to people planning activities ensuring appropriate and effective deployment of people and resources within and between sites.
- Accountable for the management of performance within their command, undertaking regular face-to-face performance reviews with their direct reports, identifying risks to performance achievement and driving forward continuous improvement.
- Develop a holistic grasp of all customer and claimant types enabling to lead, design and manage new and future business roles and processes.
- Build capability by personally coaching and mentoring colleagues at all grades on a variety of procedural and leadership skills.
- To use knowledge to identify gaps in training/learning products and working with the L&D community to improve/develop.
- Monitoring and improving 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.
- Ensure all security matters are dealt with promptly and sensitively, in line with DWP policies and procedures.

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

- Strong leadership and interpersonal skills.
- A flexible, agile outlook and approach.
- Innovation, drive and creative thinking.
- An understanding of, and sympathy to, the political context within which DWP operates.
- Good presentation and communication ability with excellent written/drafting skills.
- Ability to make sound business decisions, at pace.
- A high level of emotional intelligence and the ability to quickly think on one’s feet.
- Honesty, integrity and probity.
- A personal demeanour that inspires confidence and loyalty.
- A solid understanding of equality and diversity and how it impacts upon service delivery.
- Excellent, planning, delegation and organisational skills, as well as strong negotiating and influencing skills.
- Ability to remote manage staff.

**Key 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. **(Lead Criteria)**:

- You have experience and knowledge



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