Operational Intelligence Leader - Glasgow

Job summary

Do you have an inquisitive mind? Do you enjoy engaging with customers? If so, we need you!

The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy and is responsible for helping people move into employment, supporting pensioners and protecting some of the most vulnerable in our society. Counter Fraud Compliance and Debt’s (CFCD) aim is to drive down the level of fraud, error and debt within the benefit system, to protect the public purse.

As part of CFCD you will be at the heart of DWP’s efforts to reduce fraud and error in the benefit system. This is a hugely important public service, and our challenge is bigger than ever.

If you want to join somewhere that recognises the importance of work-life balance, where you can learn new skills and progress your career, then CFCD is the place for you.

Job description

This role is based within the Operational Intelligence Service (OIS), part of the Counter Fraud Compliance and Debt (CFCD) Directorate.

The Operational Intelligence Service OIS is a high-profile part of the business, ensuring a Citizen’s Identity is protected by completing robust Identity checks with specialist equipment and by fully trained document experts working on the prevention of fraud entering the Benefit system.

You will be responsible for providing visible leadership to ID Fraud Officers. You will be responsible for creating an environment to support the flexible effective, personalised delivery of customer services, quality and performance across your teams and site.

Key Tasks include:

• Drive improved customer service and efficiency outcomes by planning, implementing and evaluating changes, involving your own team and wider stakeholders and colleagues.
• Showing innovation and creativity to lead activities that support efficiencies and improvements to service delivery.
• Creates an environment that empowers others to do the right thing for customers, being responsible for delivering an excellent service to achieve quality outcomes.
• Operates as part of a team focused on agreed goals and priorities to achieve collective commitments, effectively managing resources in an ever changing organisational structure to drive efficiencies and keep costs down.
• Build individual and team capability by personally coaching and mentoring colleagues at all grades on a variety of procedural and leadership skills, promoting and making full use of professional learning products available.
• Being accountable for completing relevant quality checks, managing workloads, attendance and conducting regular one to one, face to face performance reviews, confidently addressing risks to performance achievement, driving forward continuous improvement in an inclusive and engaging environment.
• Through your behaviour and ways of working develop an environment of inclusivity and trust where people can be their very best. Creating an environment where everyone feels they belong, that their contribution matters and that they can reach their full potential.
• Ensure all Health and Safety and security matters are dealt with promptly and sensitively, in line with DWP policies and procedures.

Due to the geographically dispersed nature of this team, this role will require occasionaltravel and overnight stays.

Person specification

Key criteria

The successful candidates should be able to demonstrate the following:

• Strong and effective leadership experience with an ability to communicate with clarity, conviction and enthusiasm with colleagues and stakeholders at all levels to drive positive outcomes. (Lead criteria).

• Experience and knowledge of leading diverse teams through effective coaching and mentoring to improve service delivery. (Second lead criteria).

The capability to drive performance improvement by managing processes effectively, ensuring compliance with policies, and taking ownership to resolve issues with resilience.

Essential Security Criteria

Please note that the role that you are applying requires National Security Vetting (NSV) to the level – Security Check (SC). You can find more information at United Kingdom Security Vetting: Applicant - GOV.UK (www.gov.uk) . If you are successful in your application, you will need to attain SC clearance before you can take up post. This is mandatory and is in addition to completion of Baseline Personnel Security Standard (BPSS).

The purpose of the NSV process is to provide a level of assurance about an individual’s trustworthiness, integrity and reliability, and other factors that increase their vulnerability to corruption or risk of committing a security breach. It involves the investigation of an individual’s background and circumstances to achieve this aim.

For meaningful checks to be carried out, you will need to have lived in the UK for a sufficient period of time to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. Candidates are required to meet the UK residency requirements so that National Security Vetting (NSV) checks can be conducted. Depending on the level of NSV required, you must have resided continuously in the UK for at least3 of the last 5 years, 2 of which must have been the immediately preceding years from the point of applying for this job.

The application process will ask for personal details about you, your address history, previous relationships, your parents, your employment history, your financial circumstances, and details of any pending, spent or unspent convictions. This list is not exhaustive. Please view the Vetting explained - GOV.UK (www.gov.uk) for more information.

If you require any further information, please contact the vacancy holder – the details are on the jobs portal through which you made your application.

If you are successful in your application, we recommend that you familiarise yourself with the NSV process and advise that you collate as much information as you can prior to starting your Vetting application.

Government Counter Fraud Profession (GCFP)

The DWP is committed to investing in people and ensuring their teams are a professional workforce. It is a requirement of counter fraud post holders within DWP to attain, and retain, membership of the Government Counter Fraud Profession (GCFP) at Practitioner level. This means if you are successful in applying for this role you will need to undertake an annual self-assessment to evidence your knowledge, skills, and experience within your role to attain and retain practitioner level membership. We provide post holders with a learning routeway to support them in achieving as well as any workplace adjustments they may require. Failure to attain membership of the GCFP at practitioner level may result in DWP seeking an alternative role for you.

In applying you will have indicated that you have read and fully understood the professional requirements for this Counter Fraud Officer role.

Behaviours

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

• Leadership
• Communicating and Influencing
• Delivering at Pace
• Making Effective Decisions

Benefits

Alongside your salary of £38,772, Department for Work and Pensions contributes £11,232 towards you being