Operational Leader - Southern

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) Operational Leaders support the flexible, effective, personalised delivery of customer service, quality and performance across sites. HEO Operational 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 CFCD Operational Teams. All our leaders will be leading and driving performance as per the key tasks below, but it is important to state that CFCD Operational Leaders primarily work in a case work environment.

Operational Leader Roles

We are recruiting Operational Leaders for three areas of our business:

• Compliance Operational Leader - 1 post based in Bristol.
• Enhanced Review Team (ERT) Operational Leader - 2 posts based in Plymouth & Taunton.
• Fraud Investigations Operational Leader - 5 posts based in Bournemouth, Bristol, Eastbourne, Taunton & Truro.

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.
• Motivate, develop and encourage teams, undertake regular performance reviews, undertake coaching, learning and development opportunities, and regular one-to-one meetings to develop capability and skills.
• Work with internal and external stakeholders, including local authorities, the police and HMRC, encouraging collaborative working between teams, building relationships and achieving mutually beneficial outcomes.
• Provide relevant information to colleagues regarding changes to DWP policy or CFCD operational instructions, legislation and statutory requirements as appropriate, and identify and implement best practice.
• 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.
• 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 our teams and the nature of these roles, there will be occasional travel and overnight stays.

The following tasks are undertaken byFraud Investigations Operational Leaders in addition to the above tasks.

• Provide advice and direction to Investigation Officers to support the progression of investigations.
• Record, retain and review material gathered during criminal investigations to meet disclosure requirements.
• Conduct interviews under caution as per legal guidelines under the Police and Criminal Evidence Act 1984 (England and Wales) and Common Law (Scotland).
• Review prosecution cases following Crown Prosecution Service (CPS) and National File Standard guidance (England & Wales) and in line with Crown Office & Procurator Fiscal Service guidance in Scotland.
• Attend court and give evidence in criminal cases and appeal tribunals.
• Promote fraud awareness across DWP and with external partners.

Person specification

What we are looking for in our Operational 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 they impact upon service delivery.
• A high level of emotional intelligence, honesty, integrity and a personal demeanour that inspires confidence and loyalty.
• Understanding of external factors affecting an organisation, and the ability to set the vision for your teams, with an awareness of wider, long-term aims for an organisation.

Government Counter Fraud Profession (GCFP)

At DWP, we are committed to developing a skilled and professional workforce. Fraud Officers are required to attain and maintain Practitioner-level membership of the Government Counter Fraud Profession (GCFP) through an annual self-assessment, demonstrating their expertise in the role. We support all post holders with structured learning pathways and workplace adjustments to help them succeed. Failure to achieve Practitioner-level membership may result in DWP seeking an alternative role for you.

By applying, you confirm that you have read and understood the professional requirements of the role.

Learning Requirements for Fraud Investigations Operational Leader only

Successful candidates must be willing to undertake the mandatory Level 4 Counter Fraud Investigations Apprenticeship (CFIA) which is essential for carrying out the technical functions of the role. The apprenticeship is expected to last 18 months, and all associated training will be full-time and may require travel.

Candidates who already hold one of the following equivalent qualifications will not be required to complete the apprenticeship:

• Accredited Counter Fraud Investigators Programme (ACFIP)
• Professionalism in Security (PinS) Accredited Counter Fraud Officer

All colleagues are required to complete any future mandatory learning relevant to their role.

Please Note - Appointments to this role will be subject to successful completion of the above learning. Failure to achieve the required level to pass the courses may result in redeployment into another DWP role (or DWP formal procedures being used which could result in termination of contract).

Additional Travel Requirements for Fraud Investigations Operational Leader

This role involves t