Department for Work and Pensions

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

Ashton-in-Makerfield, Barnsley, Birkenhead, Birmingham, Bootle, Bridgend, Coventry, Glasgow, Hull, Hyde, Ilford, Middlesbrough, Norwich, Pembroke Dock, Pontypridd, Preston, Sheffield, St Helens, Sunderland, Torquay, Wolverhampton, Worcester

About the job

Job summary

Working Age delivers essential support to 3 million of the most vulnerable in society, whether through Employment Support Allowance, Jobseekers Allowance, Maternity Allowance, Sure Start Maternity Grants, Budgeting Loans, Support for Mortgage Interest, Social Fund and Incapacity Benefit. People depend on us to accurately deliver these primary benefits on time, which are crucial and often the only source of income for them. 

We deliver these services from offices the length and breadth of the UK. Team members in different locations help to ensure that we are processing cases or answering customer queries to ensure a great customer experience. It is a fascinating, and surprisingly diverse, portfolio of support that we provide. 

Job description

The National Operations Hub is a high profile team that sits at the heart of Working Age providing insight, resourcing and performance intelligence to influence design and delivery improvements to how Working Age is delivered. 

This is an exciting opportunity to take forward a role within a high-profile team sitting at the heart of Working Age Operations providing support, advice, and leadership to colleagues across the business. 

We are looking for a highly motivated and creative individuals to join our dynamic and innovative National Operational Hub to support the service delivery of Working Age functions. You will provide support across key areas which underpin WA Operational Delivery. 

You will play a key role in providing support to Working Age Delivery, ensuring resource is managed effectively, sufficient management information is produced and made available to help ensure we are providing the best possible service for our customers. You will be participating in discussions which heavily impact the way our services are delivered. Working closely with numerous stakeholders across DWP to support the management of performance. 

Person specification

We are looking for a highly motivated individual who thrives in a fast-paced environment with the ability to build strong working relationships with a range of stakeholders to join our dynamic and innovative National Operational Hub to support the delivery of Working Age. 

The job holder can expect to be involved in the following, although these are not exclusive: 

• Work closely with stakeholders to enable delivery of positive and efficient service to our customers 
• Organise and prioritise effectively, having a high personal resilience to be able to work in a fast-paced environment with tight deadlines 
• Interrogate and analyse performance data to understand key drivers of improvement, identifying opportunities aligned to business priorities 
• Remain flexible and willing to support in areas that may not fall within the role, be a team player capable of working as a part of a wider team and alone with minimum supervision
• National Travel and overnight stays as require

Key Criteria 

• Strong oral and written communication skills with the ability to communicate at a variety of levels 
• A positive individual with excellent people engagement skills and an ability to build collaborative working relationships with colleagues across Working Age and other key stakeholders 
• The ability to work flexibly and adapt to changing priorities whilst maintaining high standards. Optimising resources to meet current and future customer expectations whilst working to tight timescales 
• Ability to prioritise workloads, often to tight timescales, to deliver successful outcomes 
• Ability to interrogate and analyse performance data to understand key drivers of improvement. 
• Competent and proficient user of Microsoft programmes, including (but not limited to) Office 365, Excel, PowerPoint, SharePoint, Outlook and Word 

Behaviours

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

• Changing and Improving
• Managing a Quality Service
• Working Together
• Communicating and Influencing

Benefits

Alongside your salary of £30,975, Department for Work and Pensions contributes £8,973 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

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 : NOH Recruitment Team
• Email : dwpwanohrecruitmentteam.wanohrecruitmentteam@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.