National Services Operational Leader
Department for Work and Pensions (DWP)
Date: 2 weeks ago
City: Newcastle upon Tyne
Contract type: Part time
Benton Park View (Moving to Pilgrims Place, Newcastle City Centre by 2027)
Job Summary
DWP is looking to fill the role of National Services Operational Leader.
This is a high profile and business critical role. The National Services Operational Leader has responsibility for all Service Lines undertaken by National Services for Universal Credit, this includes responsibility for DWP telephony, Inbox, Real Time Earnings (RTI) disputes and Child Benefit Online.
The successful applicant must be confident working in a real time environment and leading teams through change and ambiguity, as well as finding solutions to emerging challenges.
We welcome applications from candidates who demonstrate inspirational and resourceful leadership with a background in Telephony performance. Applicants must be able to interpret MI to understand how the business is delivering and how through this we can drive performance improvements to deliver a positive and efficient service to our customers.
Job Description
The National Services Operational leader role requires strong leadership skills in an operational environment. They must monitor and drive performance, lead, coach and empower teams and make sound decisions. They will be responsible for implementing change at a national level.
They will be responsible for the line management of a National Service site(s). They will lead colleagues to ensure the site delivers an excellent customer service. They will monitor performance within their site and proactively share insight and good practices across the telephony community and with Senior Leaders. They will work collaboratively with Universal Credit programme colleagues and wider stakeholders to make continuous improvements to the service and be responsible for implementing changes effectively into their teams.
Key Relationships
They will be responsible for the line management of a National Service site(s). They will lead colleagues to ensure the site delivers an excellent customer service. They will monitor performance within their site and proactively share insight and good practices across the telephony community and with Senior Leaders. They will work collaboratively with Universal Credit programme colleagues and wider stakeholders to make continuous improvements to the service and be responsible for implementing changes effectively into their teams.
Key Relationships
Essential Criteria
The successful candidate should be able to demonstrate the following:
The successful candidate should be able to demonstrate the following:
We'll assess you against these behaviours during the selection process:
DWP have a broad benefits package built around your work-life balance which includes:
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
As part of the application process you will be asked to complete a CV and personal statement. Further details around what this will entail are listed on the application form.
Written Sift
The written sift will be conducted using evidence from your Personal Statement of 1250 words. This will be assessed against the Essential and Key Criteria outlined within the person specification section of the advert.
In the event of large numbers of applications we will use the Lead Key Criteria to initially assess your application at the sift stage:-
To have strong leadership skills in an operational telephony environment. To be able to monitor and drive performance, lead, and empower teams, make sound decisions, and implement change at a national level (Lead Key Criteria)
Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.
CV
The CV is an on-line tool accessed through the Civil Service Jobsite and there is no requirement to upload your personal CV. Our CV element is short, and allows an initial check of eligibility, so please put the main content of your evidence and skills in your Personal Statement.
Personal Statement
When completing your 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. You may choose to address each criteria separately, however, one narrative example may cover and evidence several key criteria. You may not be able to meet all the key criteria, but 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 interview
This will consist of a blended interview which will be either Face to Face or by video, this will take at least 40 minutes.
You will be notified of the location if you are selected for interview.
Sift and interview dates to be confirmed.
Blended Interview
You will be asked a mixture of Behaviour and Strength questions.
A blended interview aims to be more of a conversation at interview, offering a more inclusive approach.
The Strength and Behaviour based questioning explores what the candidate can and has done, but also their potential.
For further information on how to structure your personal statement and behavioural interview questions that may be asked please refer to candidate pack.
Further Information
Find out more about Working for DWP
A reserve list may be held for a period of 3 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; for further information visit the Childcare Choices website.
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 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.
New entrants are expected to join on the minimum of the pay band.
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.
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
Open to UK nationals only.
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 :
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.
Job Summary
DWP is looking to fill the role of National Services Operational Leader.
This is a high profile and business critical role. The National Services Operational Leader has responsibility for all Service Lines undertaken by National Services for Universal Credit, this includes responsibility for DWP telephony, Inbox, Real Time Earnings (RTI) disputes and Child Benefit Online.
The successful applicant must be confident working in a real time environment and leading teams through change and ambiguity, as well as finding solutions to emerging challenges.
We welcome applications from candidates who demonstrate inspirational and resourceful leadership with a background in Telephony performance. Applicants must be able to interpret MI to understand how the business is delivering and how through this we can drive performance improvements to deliver a positive and efficient service to our customers.
Job Description
The National Services Operational leader role requires strong leadership skills in an operational environment. They must monitor and drive performance, lead, coach and empower teams and make sound decisions. They will be responsible for implementing change at a national level.
They will be responsible for the line management of a National Service site(s). They will lead colleagues to ensure the site delivers an excellent customer service. They will monitor performance within their site and proactively share insight and good practices across the telephony community and with Senior Leaders. They will work collaboratively with Universal Credit programme colleagues and wider stakeholders to make continuous improvements to the service and be responsible for implementing changes effectively into their teams.
Key Relationships
- Universal Credit Area Directors
- Service Planning & Optimisation
- Universal Credit Operational Teams
- Working in Partnership with the Operational Centre
- Direct line management responsibility for up to 3 Senior Operations Managers
- Overall responsibility for the site, encompassing up to 500 members of staff, including adherence, performance, quality and continuous improvement
- Active engagement with other National Service Hub leaders to build consistency in service delivery
- Build and maintain close working relationships with Operational Centre and National Service Core Team, with a wider relationship with Service Centres and Telephony Partners
They will be responsible for the line management of a National Service site(s). They will lead colleagues to ensure the site delivers an excellent customer service. They will monitor performance within their site and proactively share insight and good practices across the telephony community and with Senior Leaders. They will work collaboratively with Universal Credit programme colleagues and wider stakeholders to make continuous improvements to the service and be responsible for implementing changes effectively into their teams.
Key Relationships
- Universal Credit Area Directors
- Service Planning & Optimisation
- Universal Credit Operational Teams
- Working in Partnership with the Operational Centre
- Direct line management responsibility for up to 3 Senior Operations Managers
- Overall responsibility for the site, encompassing up to 500 members of staff, including adherence, performance, quality and continuous improvement
- Active engagement with other National Service Hub leaders to build consistency in service delivery
- Build and maintain close working relationships with Operational Centre and National Service Core Team, with a wider relationship with Service Centres and Telephony Partners
Essential Criteria
The successful candidate should be able to demonstrate the following:
- Experience and skills of managing a large telephony operation, including real time management
- Experience and skills in leading large operational teams to deliver exemplar performance and customer service
The successful candidate should be able to demonstrate the following:
- To have strong leadership skills in an operational telephony environment. To be able to monitor and drive performance, lead, and empower teams, make sound decisions, and implement change at a national level (Lead Key Criteria).
- A successful track record of leading and performance management of teams of up to 500 people.
- The ability to confidently interpret and analyse data/MI and be capable of storyboarding this data clearly into insightful visualisations to improve performance.
- An engaging and effective senior leader who can build and motivate a diverse and inclusive team to deliver high performance against stretching goals.
- The ability to work in a fast-paced environment with challenging deadlines, adopting a flexible and proactive approach to change.
- Strong leadership and coaching skills with the ability to communicate effectively and deliver clear messages to teams, including facilitating the change in processes and implementing efficiencies.
- Confident when leading through ambiguity and ability to adapt quickly to changing direction and priorities.
- Effective decision maker, to be able to proactively manage team performance, demonstrating a firm and fair approach to line management responsibilities in accordance with policy and procedures.
We'll assess you against these behaviours during the selection process:
- Leadership
- Managing a Quality Service
- Working Together
- Changing and Improving
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.
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
As part of the application process you will be asked to complete a CV and personal statement. Further details around what this will entail are listed on the application form.
Written Sift
The written sift will be conducted using evidence from your Personal Statement of 1250 words. This will be assessed against the Essential and Key Criteria outlined within the person specification section of the advert.
In the event of large numbers of applications we will use the Lead Key Criteria to initially assess your application at the sift stage:-
To have strong leadership skills in an operational telephony environment. To be able to monitor and drive performance, lead, and empower teams, make sound decisions, and implement change at a national level (Lead Key Criteria)
Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.
CV
The CV is an on-line tool accessed through the Civil Service Jobsite and there is no requirement to upload your personal CV. Our CV element is short, and allows an initial check of eligibility, so please put the main content of your evidence and skills in your Personal Statement.
Personal Statement
When completing your 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. You may choose to address each criteria separately, however, one narrative example may cover and evidence several key criteria. You may not be able to meet all the key criteria, but 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 interview
This will consist of a blended interview which will be either Face to Face or by video, this will take at least 40 minutes.
You will be notified of the location if you are selected for interview.
Sift and interview dates to be confirmed.
Blended Interview
You will be asked a mixture of Behaviour and Strength questions.
A blended interview aims to be more of a conversation at interview, offering a more inclusive approach.
The Strength and Behaviour based questioning explores what the candidate can and has done, but also their potential.
For further information on how to structure your personal statement and behavioural interview questions that may be asked please refer to candidate pack.
Further Information
Find out more about Working for DWP
A reserve list may be held for a period of 3 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; for further information visit the Childcare Choices website.
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 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.
New entrants are expected to join on the minimum of the pay band.
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.
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
Open to UK nationals only.
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 : Yolanda Whitehouse
- Email : [email protected]
- Email : [email protected]
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.
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