JOB SUMMARY

DWP delivers a range of services to a broad customer base of around 20 million customers. These services are organised into benefit delivery areas (Universal Credit, Disability Services–Decision Making and Working Age and Retirement Services) and Enabling/Supporting functions.
The Dispute Resolution Service is a large and diverse service of nearly 2,800 colleagues based in England, Scotland and Wales and we are looking for an energetic and enthusiastic person to fill one key senior leadership role to support the delivery of our services and future modernisation agenda.
We welcome applications from candidates from all backgrounds who demonstrate inspirational and resourceful leadership, to help drive performance and deliver the best possible customer experience.
We care about our people and invest in their development, offering fantastic career development opportunities as well as excellent employee benefits.
Standard promotion rules will apply and successful candidates will be placed on the pay scale and terms and conditions of DWP.
The following link provides further information about careers within the Civil Service https://www.civil-service-careers.gov.uk/dwp-how-to-apply/

JOB DESCRIPTION

Successful candidates can expect to be involved in a range of the following:

• Being an active member of your Senior Leadership Team, providing visible and effective leadership and taking a personal lead in engaging with and communicating key messages and implementing corporate changes.
• Lead, motivate, support and encourage teams to operate flexibly, seeking feedback, listening and acting on this, setting performance standards and personalising services for our customers.
• Role model positive behaviours, effective leadership and encourage collaborative working between teams and directorates to drive innovation and service improvements across DWP.
• Contribute to business and people planning activities, ensuring appropriate and effective deployment of people and resources.
• Being accountable for the management of performance and service delivery within their business area, undertaking regular performance reviews with their colleagues, identifying risks to business performance achievement and opportunities for driving forward continuous improvement.
• Preparing briefings for Senior Leaders and Ministers, translation of data; building compelling business cases; planning for and mitigating risks; working with a wide network of stakeholders and building common understanding.
• Responsible for developing leadership capability through coaching and making full use of Operational Delivery Profession/Government Counter Fraud Profession learning & development products.
• Through role modelling positive behaviour and ways of working make DWP an inclusive place where people can be their best.
• Ensure compliance with DWP security and data protection regulations.

PERSON SPECIFICATION

Qualities we are looking for in successful candidates:

• Lead Criteria: Strong and effective leadership experience in geographically diverse teams with an ability to communicate with clarity, conviction and enthusiasm with colleagues, partners and stakeholders to drive positive outcomes.
• Experience and knowledge of visibly leading diverse teams through effective coaching and mentoring, to improve service delivery and achievement of stretching business objectives.
• Capable of delivering performance improvement through proactive leadership of people and processes and ensuring compliance with performance management policies, procedures. Demonstrating resilience in overcoming difficulties by taking ownership for resolving issues.
• Proactive in designing, developing and delivering an exemplar service that meet customer needs, delivering value for money and establishing ways to find and respond to customer feedback.
• Ability to identify improvements, understand and lead change, inspiring colleagues and gaining commitment by encouraging discussion, innovation and ideas in support of the long term organisational vision.
• Build trusting relationships with colleagues and a range of stakeholders to provide a modern, streamlined customer focused disputes service.
• Actively promote equality, diversity and inclusion in the workplace, demonstrating the DWP values with support and care for colleagues and creating opportunities for all.

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)

You may be placed on a reserve list for a period of 6 months if your application is successful, but we cannot immediately offer you a post. DWP may then contact you and offer you an alternative role or location that is within reasonable travelling distance of your home. Please note:

• If you accept an offer of a post, you will be expected to withdraw from any reserve lists of campaigns you have applied for, with DWP, at this grade.
• If you are offered the role you applied for, in the location you applied for and you decline this offer, or are unable to take up post within a reasonable timeframe, you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances.
• If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list