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 or 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 services are delivered. 

This is an exciting opportunity to take forward a role within a multi-functional 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 individual 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 advice and coaching to colleagues to safeguard delivery of a caring and compassionate customer service. Taking personal responsibility to manage and progress in-depth enquiries/activities at pace, demonstrating excellent knowledge of the customer’s vulnerabilities and diverse needs to ensure they receive the right support at the right time. 

You will play a key role in supporting Complaint Resolution Managers by gathering critical information, working with operational stakeholders to progress outstanding actions to ensure complaint activity is completed within service level agreements. 

You will be responsible for supporting Operational Colleagues with enquiries in relation to Universal Credit (Natural/Managed Migration) to ensure quick resolution. 

You will be communicating with DWP Senior Leaders and internal/external stakeholders including Local Authorities and Emergency Services, demonstrating a professional and sensitive approach to provide wrap around customer support and improve the customer’s experience. 

You will work on your own and as part of an inclusive and diverse team, identifying learning and coaching others including senior leads to ensure we deliver a quality service. 

Take responsibility for your own development to improve competency and skills, supporting and coaching others to do the same. 

Protect Departmental and Customers’ personal information.

Person specification

We are looking for a highly motivated individual who thrives in a fast-paced environment with excellent people engagement skills, 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 tasks, 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. 
• Draft comprehensive chronologies for High-Profile national cases, preparing and delivering teach-in sessions to coach Senior Leaders to support representation with external stakeholders. 
• Competent user of Microsoft programmes, including (but not limited to) Office 365, Excel, PowerPoint, SharePoint, Outlook and Word. 
• Provide advice and coaching to colleagues, safeguarding delivery of a caring and compassionate customer service. 
• Strong oral and written communication skills with the ability to communicate at a variety of levels.

Essential Criteria 

• A positive individual with excellent people engagement skills and an ability to build collaborative working relationships with colleagues at all levels including other key stakeholders and senior leaders. 
• The ability to interpret guidance and customer insight, and implement detailed actions efficiently, demonstrating knowledge and confidence of services. 
• The ability to work flexibly and adapt to changing priorities whilst maintaining high standards to prioritise workloads, often to tight timescales and make sound and balanced decisions to deliver successful customer outcomes. 
• Taking personal responsibility to manage and progress in-depth enquiries/activities at pace, demonstrating excellent knowledge of the customer’s vulnerabilities and diverse needs to ensure they receive the right support at the right time. 
• Proactively challenge the status quo, supporting colleagues to understand the bigger picture using effective coaching techniques, demonstrating commitment to deliver a quality and compassionate customer service by putting the customer at the heart of everything you do. 
• The ability to interrogate and analyse insight, identify and escalate emerging trends and skills gaps to support continuous learning and departmental process improvement. 

Behaviours

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

• Working Together
• Communicating and Influencing
• Managing a Quality Service
• Delivering at Pace

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.

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