Payment Services Operations Team Leader

2 months ago

Sheffield, United Kingdom Department for Work and Pensions Full time

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

- 335618**Salary**:

- £29,500-
**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- DWP - Finance Group - DWP Finance Group - Payments, Systems and Financial Control - Benefit Payment Systems Group**Type of role**:

- Corporate Finance
- Finance**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
- Sheffield - Hartshead Square, South Yorkshire, S1 2FD.About the job

**Job summary**:
Ensuring benefits reach those who need it most.

**That’s our purpose.**

A career at the Department for Work and Pensions serves a wider purpose. From the first day on the job to the transition into retirement, our people support those who need help most. This is important work, and we ensure our people are given the tools they need to succeed in a place where everyone belongs and can be at their best. For a career packed with possibility, a comprehensive benefits package, where we live by our values and have the opportunity to improve the lives of people across the UK, look no further.

Benefit Payment Systems Group (BPSG) specialise in pre and post payment resolution, including resolving issues and exceptions for bank Payments, third party deductions, control of payment files and other complications arising from the payment process. Our customers include DWP, Other Government Departments, Banks, Building Societies, and the general public.

As a BPSG Team Leader, you will have responsibility for managing a small operational team, contributing to the effective delivery of Payment Services critical activities.

**Job description**:
**The key requirements of the role are to**:

- Lead the day-to-day management of the Contact Centre telephony team of agents, ensuring all queries are dealt with in line with the required timescales and quality standards, taking responsibility for escalated calls from team members.
- Work as part of a team, supporting colleagues, to meet team targets and objectives.
- Communicate effectively with internal and external customers.
- Use own initiative, as appropriate.
- Manage competing priorities and meet challenging deadlines.
- Proactively manage performance and/or other HR matters, holding regular 1-1 staff reviews. Ensuring HR procedures are followed correctly on time and in line with DWP Procedures.
- Ensure self and staff make a personal contribution towards continuous improvement of service delivery and customer experience to achieve customer service improvements, efficiency savings and improved cultural survey results, over the reporting period, for the team.
- Build effective working relationships with Stakeholders, working closely with them to resolve issues.

**Person specification**:
**Essential Criteria**:

- Be able to lead by example and actively engage staff to ensure they understand how the business is developing and the role they must play to support that, whilst striving continually to improve their performance, proactively building capability **(lead criteria).**:

- Excellent communication and interpersonal skills.
- Experience of dealing effectively with internal and external customers.
- Experience working in a time constrained environment, to deliver against competing priorities.
- Proven planning and organisation skills.

**Working Pattern**

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

- Leadership
- Managing a Quality Service
- Working Together
- Changing and Improving

**Benefits**:

- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%

**Location**

Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed.

This role will be located at Sheffield DWP Office, Hartshead Square, Sheffield S1 2DP.

**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, Ability and Experience.**Application**

**Sift stage**

The sift panel will use your Personal Statement

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