Department for Work and Pensions
Child Maintenance Service Operational Leader
Job Location
Falkirk, United Kingdom
Job Description
DWP is looking to fill an Operational Leader role at SEO grade.
The successful candidate will lead day to day operations on site with 4 workgroups. You will personally lead 170 people on engagement in a fast-paced customer service environment, delivering change and communications.
You will build a strong culture around delivering excellent service and celebrating success.
You will ensure that HR processes are adhered to, meeting required standards. As part of your local service centre team, and wider when required you will support HR Investigations and decision making.
You will also work as part of a wider national team to deliver key operational priorities, identify service improvements, drive down failure demand and improve the customer experience.
The successful candidate will be expected to:
Person specification
Your evidence will be assessed against the following essential criteria. You must provide specific examples to demonstrate these criteria in your personal statement:
Desirable Criteria:
Behaviours
We'll assess you against these behaviours during the selection process:
Benefits
Alongside your salary of 42,614, Department for Work and Pensions contributes 12,345 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
CMS is committed to the Wellbeing of all colleagues, support includes Wellbeing conversations, dedicated Wellbeing Advocates in each Service Centre to develop and deliver health and wellbeing initiatives and our own Intranet site offering a wealth of information, guidance and support.
We Value Everybody is one of our five Core Values here in CMS. We have active National Network Groups for Race, Disability, Carers, Wellbeing, Faith & Belief and Age. Our monthly People Group meeting draws these groups together to listen, act, and update CMS Directors with our plans.
CMS Colleagues have the opportunity to join HASSRA, a vibrant and successful organisation that provides a first-class programme of competitions, activities and benefits for its members (subscription payable monthly). It also has an important part to play in helping us achieve a healthy work-life balance and wellbeing in the workplace.
Working hours - The contracted working hours for the Department are 07:45 hours to 20:00 hours, Monday to Friday, and 08:45 hours to 17:00 hours on Saturday. Employees are contracted to work a specific number of hours per week within the above times. Employees will be required to work the number of hours per week for which they are contracted. For example, for full time employees this will be 37 hours net (42 hours gross including meal breaks). For part-time employees it will be less.
Hybrid Working
This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.
IMPORTANT INFORMATION
Location
Applicants should apply for suitable posts where they can travel to and from their home office location daily within a reasonable time.
Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed.
Access to flexible working hours scheme will be available.
Please refer to the candidate pack for further information contained in this section of the advert and more information in relation to the Benefits of working for DWP.
Things you need to know
Selection process details
This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours, Strengths and Experience.
Application process
Stage 1: Application & Sift
As part of the application process you will be asked to complete an anonymised CV and Personal Statement of no more than 1250 words.
Further details around what this will entail are listed on the application form.
The CV is an on-line tool, there is no requirement to upload your personal CV. When giving details of your employment history, you should include details of work you have completed and projects you have been involved in.However the CV is not scored so please put the main content of your evidence and skills in your Personal Statement.
Use your 1250 word Personal Statement to describe how you meet the Essential Criteria as detailed in the job advert.
The layout is entirely your choice, you may choose narrative, bullets, etc. You may choose to address each criterion separately; however, one narrative example may cover and evidence several of the criteria. Please share with us what makes you suited to this role. We would like to find out what you can do, the skills you hold and the life experience or passion that you have that could be aligned to the criteria listed within the Person Specification.
Important Information Regarding Anonymisation
Due to the DWPs use of anonymised recruitment practices it is not possible for applicants to upload/attach a CV; any information that you would customarily share on a CV should therefore be entered onto the application form.
When entering information relating to your employment history you will be asked to remove any personal details that could be used to identify you. This relates to name and contact details which might usually appear on your CV/Personal statement. Failure to do so will result in your application being withdrawn.
Sift
The sift panel will use the information in your Personal Statement to assess your experience, skills and knowledge against the essential Criteria outlined in the advert.
Should a large number of applications be received, an initial sift may be conducted using the Lead Criteria:
Candidates who pass the initial sift will be progressed to a full sift where all applications will be assessed and sifted against all the essential criteria outlined in the advert.
Please note depending on the volume of applications we may choose to invite candidates straight to interview and dispense with the sift stage. For this reason, the timeline for the interview window is subject to change depending on the approach we choose to take.
Stage 2: Interview
Your interview will either be conducted face to face or by video. You will be notified of the location if you are selected for interview.
The whole process should take approximately 40-50 minutes.
The blended interview will consist of Behaviour and Strength questions. The Behaviours being assessed at interview are:
To help you prepare and settle into the interview you will be sent the behaviour questions in advance of the interview. These questions should be treated as confidential and should not be shared. The interview panel may ask you other questions which will not be shared in advance, including follow-up questions, and those about your abilities and strengths.
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.
Please refer to the Candidate Pack for further information.
Approximate sift and interview dates:
Sift Period: 3 - 10 January 2025
Interviews: 21 - 24 January 2025
Sift and Interview dates are subject to change.
Further Information
Find out more about Working for DWP
Candidates should note that if successful in this campaign, you will be expected to remain in post for a minimum of 18 months unless leaving on promotion.
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. Determine your eligibility at https://www.childcarechoices.gov.uk
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 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 Pre-EmploymentChecks.grs@cabinetoffice.gov.uk 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: Info@disclosurescotland.co.uk
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 applicants 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 DWPrecruitment.grs@cabinetoffice.gov.uk 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 youre 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 will only be provided if you attend an interview or assessment.
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.
Nationality requirements
This job is broadly open to the following groups:
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.
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) .
Location: Falkirk, GB
Posted Date: 12/18/2024
The successful candidate will lead day to day operations on site with 4 workgroups. You will personally lead 170 people on engagement in a fast-paced customer service environment, delivering change and communications.
You will build a strong culture around delivering excellent service and celebrating success.
You will ensure that HR processes are adhered to, meeting required standards. As part of your local service centre team, and wider when required you will support HR Investigations and decision making.
You will also work as part of a wider national team to deliver key operational priorities, identify service improvements, drive down failure demand and improve the customer experience.
The successful candidate will be expected to:
- Provide visible leadership by personally leading engagement, delivering key messages and providing clear direction to implement change.
- Accountable for the management of performance for the site, undertaking regular performance reviews, setting standards, and coaching workgroup leaders. Identifying risks to performance achievement, and driving forward continuous improvement and celebrating success.
- Lead by example and motivate and encourage teams through change, supporting a fast-paced service modernisation programme and channel optimisation.
- Have a focus on continuously improving, seeking feedback, listening, and acting on this, setting performance standards and empowering teams to succeed.
- Drive collaboration across CMS nationally, working with wider colleagues to work as one team, identifying opportunities to deliver better outcomes. Collaborating across DWP Design, Modernisation and Digital colleagues to put in place strong working relationships, with a focus on a common goal of delivering a Quality Service.
- Contribute to people planning activities ensuring appropriate and effective deployment of people and resources to manage workloads.
- Driving excellent customer service, ensuring service standards fully meet client expectations, learning and improving the service from customer experience feedback.
- Take responsibility for Quality and Accuracy, taking learning from dissatisfaction and complaints to instigate service improvements.
- Monitor and improve process adherence to drive down security breaches.
- Supporting the Grade 7 Senior Leader, by leading/attending national meetings as appropriate.
Person specification
Your evidence will be assessed against the following essential criteria. You must provide specific examples to demonstrate these criteria in your personal statement:
- You have strong and effective leadership experience with an ability to communicate with clarity, conviction and enthusiasm with colleagues, partners, and stakeholders to drive positive outcomes. (Lead Criteria)
- You build a strong team and lead through your leaders to deliver consistently high outcomes and customer service.
- You have experience and knowledge of leading diverse teams through effective coaching and mentoring to improve service delivery.
- You can drive performance improvement, be proactive managing processes and compliance with procedures, and you demonstrate resilience to overcome difficulties by taking ownership for resolving issues.
- You can understand and engage with change and inspire the buy-in from colleagues, encouraging discussion, initiative, and ideas in support of the long term DWP vision.
- You can build trust and relationships with colleagues and a range of stakeholders.
- You can effectively monitor performance, have sound analytical skills, and the ability to effectively interpret and use management information to deliver against performance objectiveswhile maintaining quality.
- You empower and encourage your diverse workforce, providing opportunities for people to develop their strengths and innovate.
- You have experience of identifying opportunities to continuously improve.
- Experience of Leading Leaders.
Desirable Criteria:
- A sound working knowledge of Child Maintenance System, and working in a multi-channel environment.
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Leadership
- Working Together
- Delivering at Pace
Benefits
Alongside your salary of 42,614, Department for Work and Pensions contributes 12,345 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
CMS is committed to the Wellbeing of all colleagues, support includes Wellbeing conversations, dedicated Wellbeing Advocates in each Service Centre to develop and deliver health and wellbeing initiatives and our own Intranet site offering a wealth of information, guidance and support.
We Value Everybody is one of our five Core Values here in CMS. We have active National Network Groups for Race, Disability, Carers, Wellbeing, Faith & Belief and Age. Our monthly People Group meeting draws these groups together to listen, act, and update CMS Directors with our plans.
CMS Colleagues have the opportunity to join HASSRA, a vibrant and successful organisation that provides a first-class programme of competitions, activities and benefits for its members (subscription payable monthly). It also has an important part to play in helping us achieve a healthy work-life balance and wellbeing in the workplace.
Working hours - The contracted working hours for the Department are 07:45 hours to 20:00 hours, Monday to Friday, and 08:45 hours to 17:00 hours on Saturday. Employees are contracted to work a specific number of hours per week within the above times. Employees will be required to work the number of hours per week for which they are contracted. For example, for full time employees this will be 37 hours net (42 hours gross including meal breaks). For part-time employees it will be less.
Hybrid Working
This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.
IMPORTANT INFORMATION
Location
Applicants should apply for suitable posts where they can travel to and from their home office location daily within a reasonable time.
Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed.
Access to flexible working hours scheme will be available.
Please refer to the candidate pack for further information contained in this section of the advert and more information in relation to the Benefits of working for DWP.
Things you need to know
Selection process details
This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours, Strengths and Experience.
Application process
Stage 1: Application & Sift
As part of the application process you will be asked to complete an anonymised CV and Personal Statement of no more than 1250 words.
Further details around what this will entail are listed on the application form.
The CV is an on-line tool, there is no requirement to upload your personal CV. When giving details of your employment history, you should include details of work you have completed and projects you have been involved in.However the CV is not scored so please put the main content of your evidence and skills in your Personal Statement.
Use your 1250 word Personal Statement to describe how you meet the Essential Criteria as detailed in the job advert.
The layout is entirely your choice, you may choose narrative, bullets, etc. You may choose to address each criterion separately; however, one narrative example may cover and evidence several of the criteria. Please share with us what makes you suited to this role. We would like to find out what you can do, the skills you hold and the life experience or passion that you have that could be aligned to the criteria listed within the Person Specification.
Important Information Regarding Anonymisation
Due to the DWPs use of anonymised recruitment practices it is not possible for applicants to upload/attach a CV; any information that you would customarily share on a CV should therefore be entered onto the application form.
When entering information relating to your employment history you will be asked to remove any personal details that could be used to identify you. This relates to name and contact details which might usually appear on your CV/Personal statement. Failure to do so will result in your application being withdrawn.
Sift
The sift panel will use the information in your Personal Statement to assess your experience, skills and knowledge against the essential Criteria outlined in the advert.
Should a large number of applications be received, an initial sift may be conducted using the Lead Criteria:
- You have strong and effective leadership experience with an ability to communicate with clarity, conviction and enthusiasm with colleagues, partners, and stakeholders to drive positive outcomes.
Candidates who pass the initial sift will be progressed to a full sift where all applications will be assessed and sifted against all the essential criteria outlined in the advert.
Please note depending on the volume of applications we may choose to invite candidates straight to interview and dispense with the sift stage. For this reason, the timeline for the interview window is subject to change depending on the approach we choose to take.
Stage 2: Interview
Your interview will either be conducted face to face or by video. You will be notified of the location if you are selected for interview.
The whole process should take approximately 40-50 minutes.
The blended interview will consist of Behaviour and Strength questions. The Behaviours being assessed at interview are:
- Managing a Quality Service (Lead Behaviour)
- Leadership
- Working Together
- Delivering at Pace
To help you prepare and settle into the interview you will be sent the behaviour questions in advance of the interview. These questions should be treated as confidential and should not be shared. The interview panel may ask you other questions which will not be shared in advance, including follow-up questions, and those about your abilities and strengths.
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.
Please refer to the Candidate Pack for further information.
Approximate sift and interview dates:
Sift Period: 3 - 10 January 2025
Interviews: 21 - 24 January 2025
Sift and Interview dates are subject to change.
Further Information
Find out more about Working for DWP
Candidates should note that if successful in this campaign, you will be expected to remain in post for a minimum of 18 months unless leaving on promotion.
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. Determine your eligibility at https://www.childcarechoices.gov.uk
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 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 Pre-EmploymentChecks.grs@cabinetoffice.gov.uk 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: Info@disclosurescotland.co.uk
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 applicants 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 DWPrecruitment.grs@cabinetoffice.gov.uk 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 youre 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 will only be provided if you attend an interview or assessment.
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.
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
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.
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) .
Location: Falkirk, GB
Posted Date: 12/18/2024
Contact Information
| Contact | Human Resources Department for Work and Pensions |
|---|