Contents
- Location
- About the job
- Benefits
- Things you need to know
- Apply and further information
Neath, Pontypridd
About the job
Job summary
Do you have a passion for public service? Would you like to make a difference to someone’s life? If so, we would like to hear from you. DWP 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.
As part of Counter Fraud and Compliance and Debt (CFCD) you will be at the heart of DWP’s front line operations helping to change people’s lives and supporting CFCDs purpose of fighting fraud in the welfare system.
With varied and exciting roles, you will be involved in reviewing fraud, error and debt within the department. This role is unique and challenging, with the aim of helping drive down the level of fraud and error within the benefit system.
Job description
CFCD Higher Executive Officer (HEO) Operational Leaders support the flexible, effective, personalised delivery of customer service, quality and performance across sites. HEO Operational Leaders inspire colleagues through difficult situations, transform performance and are accountable for the effective utilisation of operational resources, delivering improved value for money and driving out inefficiencies. All our leaders will be leading and driving performance as per the key tasks below but it’s important to state that CFCD Operational Leaders primarily work in a case work environment.
Key tasks include:
- Directly line manage a team, provide clear, visible and strong leadership and engage with colleagues to drive high performance and quality.
- Create an inclusive team environment, embracing different individual needs, views and ideas, making it clear to all that bullying, harassment and discrimination is unacceptable.
- Work with internal and external stakeholders, encourage collaborative working between teams, build relationships and achieve mutually beneficial outcomes.
- Motivate, develop and encourage teams, undertake regular performance reviews, provide coaching, learning and development and one to ones to develop skills.
- Identify risks to performance achievement and drive forward continuous improvement.
- Monitor and improve 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.
- Provide relevant information to colleagues regarding changes to policy, legislation and statutory requirements as appropriate, and identify and implement best practice.
- Ensure all security matters (including information protection) are dealt with promptly and sensitively, in line with DWP policies and procedures.
- Use networking and influencing to create, maintain and improve service delivery for all customers.
- Support the identification of priorities and work collaboratively to ensure the delivery of both your own and others’ objectives.
Due to the geographically dispersed nature of this team, this role will require travel and overnight stays.
Person specification
What we are looking for in our leaders:
- Strong leadership and interpersonal skills.
- A driven, energetic leader who is able to improve quality and consistency within our customer journey.
- Strong collaboration and negotiation skills, with experience of influencing and managing effective stakeholder relationships.
- Excellent communication, presentation and organisational skills.
- Able to innovate and make sound business decisions at pace, through creative thinking and a flexible, agile outlook and approach.
- Able to work at pace in an ambiguous and changing business landscape.
- Able to lead remotely, promote inclusivity and hold a solid understanding of equality and diversity and how it impacts upon service delivery.
- A high level of emotional intelligence, honesty, integrity and a personal demeanour that inspires confidence and loyalty.
- Understanding of the political context within which DWP operates, and ability to set the vision for your teams, with an awareness of wider, long-term aims for CFCD.
- The ability to speak Welsh is desirable.
Learning requirements
The DWP is committed to investing in people and ensuring their teams are a professional workforce. It is a requirement of counter fraud post holders within DWP to attain, and retain, membership of the Government Counter Fraud Profession (GCFP) at Practitioner level. This means if you are successful in applying for this role you will need to undertake an annual self-assessment to evidence your knowledge, skills, and experience within your role to attain and retain practitioner level membership. We provide post holders with a learning routeway to support them in achieving as well as any workplace adjustments they may require. Failure to attain membership of the GCFP at practitioner level may result in DWP seeking an alternative role for you.
In applying you will have indicated that you have read and fully understood the professional requirements for this Counter Fraud Officer role.
Webinar
We will be holding a webinar event to let you know more about these roles on the following date:
- Thursday 13/02/2025 - 12 noon to 1pm
- 389646 - Candidate Information Session
Please follow the link to register for the session. Those who attend an event may be contacted following the event for evaluation purposes to improve our service.
Behaviours
We'll assess you against these behaviours during the selection process:
- Leadership
- Communicating and Influencing
- Managing a Quality Service
- Making Effective Decisions
Benefits
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.
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 : CFCD RECRUITMENT TEAM
- Email : CFCD.RECRUITMENTINBOX@DWP.GOV.UK
Recruitment team
- Email : dwprecruitment.grs@cabinetoffice.gov.uk
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: HR.BUSINESSASSURANCE@DWP.GOV.UK.
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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