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 people in our society. Counter Fraud Compliance and Debt (CFCD) aims to reduce 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 greater than ever.

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

Job description

This is an exciting opportunity to undertake a Higher Executive Officer (HEO) Team Leader role within Debt Management

The role is based in a fast-paced, telephony contact centre environment where you will lead a team to deliver excellent customer service and drive performance. You will play a key role in inspiring colleagues, improving quality, and ensuring operational efficiency while supporting the wider ambition of delivering “one customer, one service, one business.”

The successful candidate will be a confident and inclusive leader, able to motivate teams through challenging situations while maintaining a clear focus on performance, quality and customer outcomes.

**Due to the nature of this role, there will be occasional travel and overnight stays. **

Person specification

Key Criteria

Leadership & Performance Management

• Directly line manage a team, providing clear, visible and supportive leadership.
• Motivate, coach and develop colleagues through regular one-to-ones and performance reviews.
• Drive high performance and quality outcomes across telephony channels.
• Identify and manage performance risks, implementing solutions and continuous improvements.

Customer Service & Operational Delivery

• Monitor and improve the end-to-end customer journey within a call centre environment.
  
• Ensure consistent delivery of a high-quality telephony service.
• Support effective utilisation of resources to deliver value for money.
  Respond effectively to changing business priorities and demands.

Stakeholder Engagement

• Build strong relationships with internal and external stakeholders.
  
• Encourage collaborative working across teams to deliver shared objectives.
  
• Communicate key messages, policy updates and business changes clearly and effectively.
  
• Use influencing skills to improve service delivery and performance outcomes.

Inclusion, Compliance & Improvement

• Create an inclusive team culture where diversity is respected and valued.
• Challenge unacceptable behaviours including bullying, harassment and discrimination.
• Ensure compliance with all security and information protection requirements.
• Identify and implement best practice and continuous improvement initiatives.

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).

DWP have a broad benefits package built around your work-life balance which includes:

• Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
• Generous annual leave – at least 23 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave.
• Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
• Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
• Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.
• Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
• An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

**Ensure that you read the full information about the selection process thoroughly before starting your application.

Please note the closing date for your full application (Application Form, CV and Written Statements) is 23:55 on 15th September 2026**

Stage 1 – Application Form

Please complete the application form with your basic information, which includes your personal details, eligibility to apply and any reasonable adjustments required.

Stage 2 - Curriculum Vitae (CV)

You will be asked to complete a CV with details of your job history, full qualification details, previous skills and experience. You are not required to upload your personal CV.

In the previous skills/experience section you should detail your employment and/or education history relevant to this vacancy (we recommend a maximum of 500 words).

The CV will also cover your work history (we recommend you include up to the last 3 roles of employment history, plus any others that you feel are relevant) and your qualifications.

Your CV will not be formally assessed so please put the main evidence of your skills into your personal statement. Your CV will be used to add context to your personal statement.

Stage 3 – Personal Statement and Sift