SEO Operational Leaders London & Essex - DWP London, England
Job description
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About the job
Benefits
Things you need to know
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Location
About the job
Job summary
About the job
As part of the DWP Operational Delivery you will be at the heart of DWP’s front line operations helping to change people lives in our communities from around the 20 million plus customer base.
DWP is responsible for helping people move into employment, supporting pensioners and protecting some of the most vulnerable in our society. We help 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.
These are key roles that requires flexibility and versatility, to help us deliver excellent customer service, make sound decisions, implement change and lead others.
Applicants must be able to demonstrate a passion for public service and are able to encourage and influence others to deliver quality outcomes to help claimants become financially independent.
We currently have opportunities in Universal Credit where you would be working in a Job Centre and in Universal Credit Claim Review where you would be working in a Service Centre.
Frequent travel across areas of responsibility can be required.
Job description
- 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
Essential 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.
You have experience and knowledge of leading diverse teams through effective coaching and mentoring to improve service delivery and achievement of stretching business objectives.
You are capable of delivering performance improvement through proactive management of people and processes and ensuring compliance with performance management policies, procedures and you demonstrate resilience in overcoming difficulties by taking ownership for resolving issues.
You will be proactive in designing, developing and delivering high quality outcomes that meet customer needs/improves customer service and deliver value for money or establishing ways to find and respond to customer feedback.
You will have the ability to understand and lead change, inspiring and obtaining commitment from colleagues by encouraging discussion, innovation and ideas in support of long term organisational vision.
You can build trusting relationships with colleagues and a range of stakeholders, through effective working relationships with contracted, non-contracted and delivery partners outside of your organisation to achieve business outcomes through collaboration and innovative ways of working.
You empower and encourage your diverse workforce, providing real opportunities for people to develop their strengths and innovate.
You will actively promote equality, diversity and inclusion in the workplace, demonstrating the DWP values with support and care for colleagues and creating opportunities for all.
Behaviours
We'll assess you against these behaviours during the selection process:
- Leadership
- Managing a Quality Service
- Delivering at Pace
- Communicating and Influencing
Benefits
- Generous annual leave, plus bank holidays
- Flexible working patterns available
- Competitive maternity, paternity, and parental leave
- Employee Assistance with emphasis on wellbeing
- Career and Personal Development through Operational Delivery Profession
- Employee discount schemes
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
Things you need to know
Selection process details
How to Apply , Civil Service Careers (civil-service-careers.gov.uk) provides advice and tips on applying for roles in the Civil Service.
Stages for applying See Candidate Pack for fuller details about each stage.
Stage 1 – Complete eligibility section of the application form
Stage 2 - If eligible, you will be invited to complete The Civil Service Management Judgement Test
After submission of the first stage of your application you will be invited to complete a Civil Service Management Judgement Test. If you successfully pass the test, you will be invited to complete the final stage of the application.
Please complete the online test as soon as possible (within 24-48 hours is recommended), the closing date for the test is 23:55 on 05/06/2023. If you fail to complete the online test and full written application before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.
Please note depending on the volume of applications we may choose to invite those who pass the test straight to interview and dispense with the sift stage. For this reason, the timeline for post Test is subject to change depending on the approach we choose to take.
Stage 3 - If you successfully pass the test, you will be invited to complete your application using a Personal Statement up to 1250 words and this will be assessed against the Essential Criteria as shown in the advert.
Further details around what this will entail are listed on the application form.
Stage 4 - The interview
This will consist of a face to face, blended Interview where we will assess you using Behavioural and Strengths based questions on the four behaviours listed above.
The interview will last approximately 45 minutes and includes requirement for candidates to deliver a 5-minute presentation based on one of the behaviours, no IT will be required for this presentation.
Further details regarding the topic for the presentation and interview arrangements will be included in the invite to interview. Please note, location of interviews will be in London.
Who to contact
If you have any questions about applying for this role please contact: [email protected]
Proposed Sift and interview dates
Sift Period –05/06/2023 – 16/06/2023
Interviews – 05/07/2023 – 21/07/2023
- Please note, these dates may be subject to change based on the volume of applications received.
Reasonable Adjustment
At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.
We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.
If you need a change to be made so that you can make your application, you should:Contact Government Recruitment Service via [email protected] as soon as possible before the closing date to discuss your needs.
Complete the “Reasonable Adjustments” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
Reserve Lists
A reserve list may be held for a period of 3 months from which further appointments can be made. The reserve list may be used to offer future vacancies which arise across the wider DWP network. Any such offers would be made in strict merit order and the location and job role would be fully explained.
You may be placed on the reserve list if your application is successful, but we cannot immediately offer you a post, please note:
- If you accept an offer of a post, you will be expected to withdraw from any other live campaigns you have applied for, with DWP, at this grade.
- If you are offered the role you applied for, in a location you have expressed a preference for, and you decline the offer or are unable to take up post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances*.
- If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list.
Note - Exceptional circumstances could be when a candidate has requested a contractual Part Time Working Pattern and this pattern cannot be accommodated in the initial role offered or in cases of serious ill health.
Candidates should note that if successful in this campaign, you will be expected to remain in post for a minimum of 18 months before applying for any other lateral moves within DWP.
Find out more about Working for DWP
Further Information
Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
If successful and transferring from another Government Department a criminal record check may be carried out.
If successful but not transferring from another Government Department, in order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing [email protected] stating the job reference number in the subject heading.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
New entrants are expected to join on the minimum of the pay band.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing.
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Apply and further information
Contact point for applicants
Job contact :
Recruitment team
Further information
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Click here to visit the Civil Service Commission.
