Complaints Team Senior Leader

Do you have a passion for public service? Would you like to make a difference to someone's life? If so, we would like to hear from you. DWP help people lift themselves out of poverty and to stay out of poverty, through work, saving and support. This is a hugely important public service and our challenge is bigger than ever. As part of Counter Fraud and Compliance and Debt (CFCD) you will be at the heart of DWP's front line operations helping to change people's lives and supporting CFCDs purpose of fighting fraud in the welfare system. This is a key role and we are looking for someone who will help us deliver leadership across CFCD. We welcome applications from candidates who demonstrate inspirational and resourceful leadership as well as the key criteria listed below. We are committed to the Civil Service ambition to become the UK's most inclusive employer and we absolutely welcome and encourage applications from every part of our community, particularly from groups currently underrepresented in our workforce and those with protected characteristics. As a Disability Confident employer, we also put in place reasonable adjustments to support disabled job applicants and employee. The CFCD overarching aim is to prevent fraud, error and debt from entering the system, where it can't be prevented, to detect and correct it as quickly as possible, and to collect debt where it has occurred. We work across DWP and Government, influencing strategy and policy, ensuring that preventing fraud, error and debt is at the root of everything we do. Our senior leaders (SEO) support the flexible, effective, personalised delivery of customer service, quality and performance across sites. SEO Leaders inspire colleagues through difficult situations, transform performance and are accountable for the effective utilisation of resources, delivering improved value for money and driving out inefficiencies. Working under a DWP wide Complaints process, CFCD is focussed on supporting our most vulnerable customers and committed to ensuring DWP pays the right money to the right people. 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.
• Review Customer Insight to improve the quality of the customer experience, identifying trends to support process improvement.
• Support the delivery of lessons learned from Complaints and build insight, communicating trends to senior colleagues in a clear and straightforward manner.
• 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.
• Travel between sites will be required depending on business needs.
  
  Disability Confident
About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.