Operational Delivery Team Leader

Basildon, Birmingham, Dundee, Ilford, Nottingham, Plymouth, Wrexham

Job Summary

Do you have a passion for Public Service? Are you someone who strives to make a difference to people’s lives? If so, we would like to hear from you!

We welcome applications from candidates who are energetic, and enthusiastic, and are able to demonstrate inspirational leadership to motivate people to achieve remarkable results and exceptional customer service. You will help drive performance and deliver an efficient service in order to support the delivery of our services and future modernisation agenda.

DWP is looking to fill 8 Operational Team Leader roles in Decision Making across various locations.

The roles available will be based in Basildon, Birmingham, Dundee, Ilford, Nottingham, Plymouth & Wrexham.

You will be asked for your preferences for up to 3 locations, these will tell us where you would prefer to work if you are successful. Please do not select a location unless you are prepared to accept a role in that location.

Please refer to the candidate pack for further information.

Job Description

Successful candidates can expect to be involved in a range of the following:

Lead by example, providing inspiration, direction and support to colleagues by translating our DWP vision, values and priorities into improved outcomes delivered in collaboration with, and beyond your immediate team.

Drive improved customer service and efficiency outcomes by planning, implementing and evaluating changes, involving your own team and wider stakeholders and colleagues.

Showing innovation and creativity to lead activities that support efficiencies and improvements to service delivery.

Lead a team ensuring that its members are organised, and fully skilled to meet their work objectives. Effectively managing both team and individual performance, addressing any issues as they arise, and apply policies and procedures (including diversity, attendance and discipline).

Create an environment that empowers others to do the right thing for customers, being responsible for delivering excellent service to achieve quality outcomes.

Operate as part of a team focused on agreed goals and priorities to achieve collective commitments, effectively managing resources in an ever-changing organisational structure to drive efficiencies and keep costs down.

Being accountable for managing workloads, attendance and conducting regular one to ones, face to face performance reviews, confidently addressing risks to performance achievements, driving forward continuous improvement in an inclusive and engaging environment. Confidently handle challenging conversations.

Through your behaviour and ways of working develop an environment of inclusivity and trust where people can be their very best. Creating an environment where everyone feels they belong, that their contribution matters and that they can reach their full potential.

Ensure all Health and Safety and security matters are dealt with promptly and sensitively, in line with DWP policies and procedures.

This list is not exhaustive.

All prospective applicants should fully consider the candidate pack before applying.

Successful candidates can expect to be involved in a range of the following:

Lead by example, providing inspiration, direction and support to colleagues by translating our DWP vision, values and priorities into improved outcomes delivered in collaboration with, and beyond your immediate team.

Drive improved customer service and efficiency outcomes by planning, implementing and evaluating changes, involving your own team and wider stakeholders and colleagues.

Showing innovation and creativity to lead activities that support efficiencies and improvements to service delivery.

Lead a team ensuring that its members are organised, and fully skilled to meet their work objectives. Effectively managing both team and individual performance, addressing any issues as they arise, and apply policies and procedures (including diversity, attendance and discipline).

Create an environment that empowers others to do the right thing for customers, being responsible for delivering excellent service to achieve quality outcomes.

Operate as part of a team focused on agreed goals and priorities to achieve collective commitments, effectively managing resources in an ever-changing organisational structure to drive efficiencies and keep costs down.

Being accountable for managing workloads, attendance and conducting regular one to ones, face to face performance reviews, confidently addressing risks to performance achievements, driving forward continuous improvement in an inclusive and engaging environment. Confidently handle challenging conversations.

Through your behaviour and ways of working develop an environment of inclusivity and trust where people can be their very best. Creating an environment where everyone feels they belong, that their contribution matters and that they can reach their full potential.

Ensure all Health and Safety and security matters are dealt with promptly and sensitively, in line with DWP policies and procedures.

This list is not exhaustive.

All prospective applicants should fully consider the candidate pack before applying.

Person specification

Key Criteria for the Role

Lead Criteria: Strong leadership and coaching skills, able to identify and support the development needs of themselves and others to reach delivery standards.

Excellent people engagement skills and a focus on building collaborative working relationships with colleagues and stakeholders across the wider team and Department.

Ability to work flexibly to meet changing priorities, managing a diverse workload and optimising resources to meet current and future customer expectations.

Ability to positively inspire, encourage and influence others to obtain buy-in from colleagues, actively seeking and listening to feedback by encouraging discussion and ideas in support of the long term DWP vision and acting on feedback.

Ability to critically analyse products and processes including MI, to identify areas for action, resolving issues and making suggestions for improvement.

Confident decision maker, taking a leading role in proactively managing team performance, demonstrating a firm and fair approach to line management responsibilities in accordance with policy and procedures.

Behaviours

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

• Leadership
• Managing a Quality Service
• Changing and Improving
• Developing Self and Others
  
  

Alongside your salary of £37,497, Department for Work and Pensions contributes £10,862 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

DWP have a broad benefits package built around your work-life balance which includes:

• Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
• Generous annual leave – at least 23 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave.
• Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
• Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
• Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.
• Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
• An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.
  
  

Selection process details

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

Application Process

As part of the application process, you will be asked to complete a 1250, word personal statement. Further details around what this will entail are listed on the application form.

When completing your 1250-word personal statement, please read and understand the Key Criteria thoroughly, as this is what your written evidence will be assessed against. Your layout is entirely your preference; you may choose narrative, bullets, etc.

Please complete the personal statement and write up to no more than 1250 words, detailing the relevant skills and experience you can bring to the role. This will be assessed against the Key Criteria within the advert.

Should a high volume of applications be received, an initial sift may be conducted using the Lead key criteria. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.

Please note if high application volumes are received, we may also raise the benchmark score on the sift. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards.

You may choose to address each criteria separately, however, one narrative example may cover and evidence several essential criteria. Please ensure you evidence the key personal requirements and what have you done that relates to the requirements. You don’t have to explain the whole process, just what you have done and the skills and experience you have used. Share with us what makes you suited to this role and why, what you can do and the skills you have that are transferable to the key requirements, and the life experience or passion you have that are linked to this role.

The written evidence you provide must relate to your own experiences. (Note: If you do not have work based examples then please give examples from school/college, clubs, volunteering or other activities you have been involved in).

DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled and qualified – as determined by the business. To support this aim you may be required to undertake a work based qualification, which may be in the form of an apprenticeship, which will support you in further developing your professional knowledge and skills for this role and your future career development. The qualification can be undertaken in work time, you agree to take this job on the basis that you may be required to undertake a work based qualification; a candidate’s failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract.

If you hold a level 3 qualification (2 A levels or equivalent) then please bring your certificates with you to the interview if you have them.

Important Information

Personal details that could be used to identify you including your name, contact details and address must be removed for your application to be considered. If your personal statement contains any personal details your application will be withdrawn

AI

We recognise that AI may be helpful when applying for this role, but it is important to use it in the right way. Read our DWP AI Candidate Guide on how to make the best use of Gen AI while ensuring your application remains authentic and effective.

If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all DCS candidates who meet the minimum standard. However, we may only progress those candidates who best meet the required standards.

In the event of a low number of applications, candidates may be progressed to interview without their written application being sifted.

Once you have submitted your application it cannot be amended.

If you meet the required standard on your written evidence, you will be invited to a live video interview.

Please note the interviews will be conducted by video and you will need to use your personal device to access the platform. We will provide instructions at the time as to how you do this.

The interview will include a blend of strength bases and behaviour-based questions:

Civil Service key elements, of which you will be asked to provide examples of each of following behaviours: -

Leadership

Managing a Quality Service

Changing & Improving

Developing Self and Others

Please see Success Profiles via link in this advert that gives details about the behaviours and their demonstration to level 3 standard.

Sift and interview dates to be confirmed.

After The Interview

Once all the interviews have been conducted, candidates will be notified of the outcome by email.

Reserve List

The reserve list will be held for a minimum of 3 months. This period may be extended up to a maximum of 12 months. The reserve list may be used to offer future vacancies.

Further Information

Find out more about Working for DWP

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; for further information visit the Childcare Choices website.

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

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 and Barring Service/Disclosure Scotland 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.

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 [email protected]

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.

Important

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.

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.

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

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

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

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.

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.

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).

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job Contact

• Name : [email protected]
• Email : [email protected]
  
  

Recruitment team

• Email : [email protected]
  
  

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DWP by email: [email protected].

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.