Operational Leader for Independent Case Examiners

5 days ago

Bootle, Sefton, United Kingdom Department for Work and Pensions Full time
Job Description

We are seeking an experienced and skilled Operational Leader to join our team at the Department for Work and Pensions. As an Operational Leader, you will be responsible for leading a team of investigators in handling escalated complaints and producing high-quality investigation reports.

Key Responsibilities
  • Provide visible, accessible, and effective leadership to the team, communicating messages with clarity and conviction.
  • Coach and develop HEO Investigators to undertake robust investigations and produce high-quality reports.
  • Deliver excellent customer service in a fast-paced environment, maintaining high levels of performance.
  • Interpret data to understand how the unit is delivering and identify solutions to drive performance improvements.
  • Collaborate and negotiate with internal and external stakeholders to meet unit objectives.
  • Directly manage HEO Investigators, ensuring quality outcomes are delivered in a complaint handling setting.
Person Specification

The successful candidate will have:

  • Experience in leading large operational teams to deliver high levels of performance and customer service.
  • Experience in complaint handling, investigative casework, and/or issue resolution, preferably in a leadership role.
Essential Criteria

The successful candidate will be able to demonstrate:

  • Strong operational leadership and the ability to motivate high-performing teams.
  • Complaint handling and investigative casework experience.
  • A proven record of maintaining demanding service standards and delivering business outcomes.
  • Outstanding coaching skills to motivate and encourage team members.
  • Strong organizational skills and the ability to work in a fast-paced environment.
  • Excellent communication and interpersonal skills.
  • An innovative approach to problem-solving.
  • A flexible and proactive approach to leading change.
  • Ability to build effective relationships and networks to deliver outcomes and drive service improvements.
  • Demonstration of exemplar behaviors and ways of working that support an inclusive work environment.
Behaviours

We will assess you against the following behaviors during the selection process:

  • Leadership
  • Making Effective Decisions
  • Managing a Quality Service
  • Delivering at Pace
Technical Skills

We will assess you against the following technical skills during the selection process:

  • Strong analytical skills to assure investigatory work is undertaken to high and demanding quality standards.
  • Complaint handling knowledge and experience.

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