SEO Investigations Operational Leader, Independent Case Examiner’s Office

at  Department for Work and Pensions

JOB SUMMARY

As business-critical roles, SEO Investigations Operational Leaders will lead teams of Investigators within a large operational unit to deliver high quality performance outputs to demanding timescales. Specifically, this means ensuring the delivery of an exemplar, independent complaint handling and investigatory function within DWP, the UK’s biggest public service department. SEO Investigations Operational Leaders must possess strong leadership skills and have experience of delivering within a fast-paced operational environment. They will monitor and drive performance, lead, coach and empower teams and make sound decisions. They will work collaboratively both across the unit, and more widely across DWP to achieve great outcomes. They will possess inspirational and resourceful leadership skills and be able to demonstrate a background in complaint handling and resolution.
The Independent Case Examiner’s Office is based in Redgrave Court, Bootle, Liverpool. This role may be suitable for hybrid working, which is where an employee works part of the week in their 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. Hybrid workers are required to work in the office an average of two days per week over a four-week period, as a minimum. 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.

JOB DESCRIPTION

• Providing visible, accessible, and effective leadership, taking a personal lead in communicating messages with clarity and conviction.
• Coaching HEO Investigators to undertake robust investigations into escalated complaints and produce high quality investigation or outcome reports in line with the high standards set and maintained within the unit.
• Delivering excellent customer service in a fast-paced environment and maintaining high levels of performance.
• Interpreting MI and qualitative data to understand how the unit is delivering and through this, identify and implement solutions to drive performance improvements and delivery of a positive and efficient service to our customers.
• Collaborating and negotiating with internal and external stakeholders to meet the unit’s objectives.
• Responsible for the direct line management of HEO Investigators within the unit, through whom quality outcomes will be delivered in a complaint handling setting.

TECHNICAL SKILLS

We’ll assess you against these technical skills during the selection process:

• Strong analytical skills to assure investigatory work is undertaken to high and demanding quality standards
• Complaint handling knowledge and experience

Benefits

• An employer pension contribution of up to 27% For further information please click here.
• Generous annual leave entitlement of 23 days for new entrants rising up to 30 days, (based on your working pattern).
• Family friendly flexible working arrangements, such as hybrid working, job sharing, term-time working, flexi-time and compressed hours.
• Learning and development tailored to your role this could include industry recognised qualifications, coaching and mentoring.
• An inclusive and diverse environment with opportunities to join staff networks including: Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.
• Professional development, coaching, mentoring and career progression opportunities.
• Time off for volunteering and charitable giving.
• Discounts and savings on shopping, fun days out and more.
• Interest-free loans to buy a bike or a season ticket.

Things you need to know

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

Further information on nationality requirements (opens in a new window)

Operational Delivery