Operations Leader

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

CFCD Higher Executive Officer (HEO) Team Leaders support the flexible, effective, personalised delivery of customer service, quality and performance across sites. HEO Team Leaders inspire colleagues through difficult situations, transform performance and are accountable for the effective utilisation of operational resources, delivering improved value for money and driving out inefficiencies.

Successful candidates will be posted to either CFCD Operational Teams or into our Debt Management Team. All our leaders will be leading and driving performance as per the key tasks below, but it is important to state that CFC Operational leaders primarily work in a case work environment. Whereas in Debt Management the setting is different, and our leaders work in a telephone-based call centre environment.

Key tasks include:

• Directly line manage a team, provide clear, visible and strong leadership and engage with colleagues to drive high performance and quality.

• Create an inclusive team environment, embracing different individual needs, views and ideas, making it clear to all that bullying, harassment and discrimination is unacceptable.

• Work with internal and external stakeholders, encourage collaborative working between teams, build relationships and achieve mutually beneficial outcomes.

• Motivate, develop and encourage teams, undertake regular performance reviews, provide coaching, learning and development and one to ones to develop skills.

• Identify risks to performance achievement and drive forward continuous improvement.

• Monitor and improve the quality of the face-to-face/telephony and end-to-end customer experience, ensuring that ‘one customer, one service, one business’ becomes a reality within DWP.

• Provide relevant information to colleagues regarding changes to policy, legislation and statutory requirements as appropriate, and identify and implement best practice.

• Ensure all security matters (including information protection) are dealt with promptly and sensitively, in line with DWP policies and procedures.

• Use networking and influencing to create, maintain and improve service delivery for all customers.

• Support the identification of priorities and work collaboratively to ensure the delivery of both your own and others’ objectives.

Due to the geographically dispersed nature of this team, there will be occasional travel and overnight stays.

Person specification

What we are looking for in our leaders:

• Strong leadership and interpersonal skills.

• A driven, energetic leader who is able to improve quality and consistency within our customer journey.

• Strong collaboration and negotiation skills, with experience of influencing and managing effective stakeholder relationships.

• Excellent communication, presentation and organisational skills.

• Able to innovate and make sound business decisions at pace, through creative thinking and a flexible, agile outlook and approach.

• Able to work at pace in an ambiguous and changing business landscape.

• Able to lead remotely, promote inclusivity and hold a solid understanding of equality and diversity and how it impacts upon service delivery.

• A high level of emotional intelligence, honesty, integrity and a personal demeanour that inspires confidence and loyalty.

• Understanding of the political context within which DWP operates, and ability to set the vision for your teams, with an awareness of wider, long-term aims for CFCD.

• Travel between sites will be required.

Webinar event

We will be holding a webinar event to let you know more about these roles. This will take place on 27/07/2026 between 2 and 3pm.

Please follow the link to register for the session. 470750 - HEO Operations Leader North West and Wales - Candidate Information Session

** If the webinar page does not open, please check that pop-ups are enabled on your browser**.

Those who attend may be contacted following the event for evaluation purposes to improve our service.

Civil Service Careers

The attached link will take you to the Counter Fraud, Compliance and Debt website which gives you further information about these roles. CFCD , Civil Service Careers

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
• Managing a Quality Service
• Working Together

Benefits

Alongside your salary of £38,772, Department for Work and Pensions contributes £11,232 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).