Senior Customer Service Leader

• Set the strategic vision and provides positive leadership across their cluster that drives consistent performance and efficient service to our customers.
• Demonstrate personal accountability and leadership through periods of change.
• Empower their people to deliver a professional, quality service, through a strong personal commitment to building an engaged workforce.
• Encourages collaborative working between teams and districts which drives innovation and improvements.
• Oversee the effective management and deployment of resource across your cluster and district to support the delivery of current priorities.
• Inspire others to drive performance and deliver a positive and efficient service to our customers, through performance coaching enabling others to understand and use data intelligently.
• Effectively promoting the departmental agenda and service offer to external stakeholders, setting strategic place-based plans and influencing partners at a senior level to achieve positive outcomes.
• Accountable for the management of performance across sites in their cluster by -

Undertaking regular performance reviews.Identifying risks to performance.Address variance.Monitoring quality to ensure that one customer, one service, one business.

• Committed to their own professional development and building the capability of others, including the achievement of Operational Delivery Profession (ODP) standards and digital capability.
• An active member of the Universal Credit Operations Leadership Team, contributing to the wider Departmental agenda.
• Actively promotes health and wellbeing and takes responsibility to maintain a safe and healthy working environment.

Person specification

• Youll be a proven senior leader. Able to inspire and motivate multi-disciplinary teams to deliver exceptional customers outcomes, in a large complex organisation.
• Youll have strong internal and external stakeholder management skills. Able to build and maintain a wide network, at senior levels, to drive progress against our priorities.
• Youll have experience of delivering a high quality, cost-effective service in a large complex organisation. Able to deliver a quality service across multiple locations, teams and leadership layers under your command.
• Youll be a skilled communicator. Able to bring DWP's strategies and priorities to life for your teams, explaining complex issues in a way thats easy to understand and deliver difficult messages with sensitivity.

We will be hosting a candidate information session on: 20th September 2024 from 1415 - 1515.

This will be held on Microsoft Teams, and you can register by contacting uc.scotlandrecruitment@dwp.gov.uk . More information on the candidate information session can be found in the candidate pack, at the very bottom of this advert.

Behaviours

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

• Leadership
• Managing a Quality Service
• Communicating and Influencing
• Working Together

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%

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours and Experience.

The selection process will assess candidates across experience, behaviours and strengths.

Stage 1

Stage 1 of selection process will be a written sift. This will be conducted using evidence from your responses to the following key questions:

Q1. As a Senior Leader, how have you led and inspired multiple teams, across multiple locations, to deliver exceptional outcomes? Please include the key complexities, challenges and tensions you faced. (300 words)

Q2.During a period of change, how did you ensure service quality was maintained? Please include how you managed variation across different sites, deployed your resources and ensure your leadership teams felt supported. (300 words)

Q3.How have you influenced a diverse range of senior stakeholders to drive strategy, which delivered against key business objectives? (300 words)

Please answer each of these three questions, using no more than 300-words in response to each individual question. Please ensure you fully consider the Person Specification, above, when answering these questions.

When considering your responses, it may help to use the STAR model to explain:

S = situation. What was the overarching strategic aim and connection to organisational priorities.

T = task. What were the critical action that had to happen?

A = action. Your personal impact, your leadership

R = result. What the outcomes were. Not output, but outcomes.

Assessment Centre

Shortlisted candidates will be invited to attend an assessment centre. This will be a face to face session in Glasgow during week commencing 14th or week commencing 21st October 2024. More information regarding the assessment centre will be issued to those candidates who are invited to attend.

Behaviours to be assessed are:

• Leadership
• Managing a Quality Service
• Communicating & Influencing
• Working Together

Further Information

Find out more about Working for DWP

A reserve list may be held for a period of 6 months from which further appointments can be made.

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.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure Scotland o n your behalf.

For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk

New entrants are expected to join on the minimum of the pay band.

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.

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 applicants 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.

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 DWPRecruitment.grs@cabinetoffice.gov.uk 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 youre deaf, a Language Service Professional.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

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) .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .

Location: Dundee, GB

Posted Date: 9/22/2024