Operational Leader

1 week ago

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

We are seeking a highly skilled and experienced Operational Leader to join our team at the Department for Work and Pensions. As an Operational Leader, you will be responsible for providing visible, accessible, and effective leadership to our team, taking a personal lead in communicating messages with clarity and conviction.

Key Responsibilities
  • Coaching and mentoring HEO Investigators to undertake robust investigations into escalated complaints and produce high-quality investigation or outcome reports in line with our high standards.
  • Delivering excellent customer service in a fast-paced environment and maintaining high levels of performance.
  • Interpreting MI and qualitative data to understand how our unit is delivering and identify solutions to drive performance improvements and delivery of a positive and efficient service to our customers.
  • Collaborating and negotiating with internal and external stakeholders to meet our unit's objectives.
  • Responsible for the direct line management of HEO Investigators within the unit, through whom quality outcomes will be delivered in a complaint handling setting.
Person Specification

The successful candidate will be able to demonstrate the following:

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

The successful candidate will be able to demonstrate the following:

  • Strong operational leadership and the ability to demonstrate having led and motivated high-performing teams to deliver high levels of performance.
  • Complaint handling/investigative casework experience.
  • A proven record of maintaining demanding service standards and delivering business outcomes, both personally and through the teams you have led.
  • Outstanding coaching skills that motivate and encourage your people to deliver.
  • Strong organizational skills and the ability to work in a fast-paced environment with challenging deadlines.
  • Excellent communication and interpersonal skills.
  • An innovative approach to problem-solving.
  • A flexible and proactive approach to leading out change.
  • An ability to build effective relationships and networks to deliver outcomes and drive service improvements.
  • Demonstration of exemplar behaviors and ways of working that support making the office of the Independent Case Examiner an inclusive place to work where people perform at their best.
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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