Service Delivery Leaders for the Dispute Resolution Service

This is a fast-paced role, where you will be faced with challenging circumstances whilst supporting some of the most vulnerable in our society, requiring resilience and strong, adaptable leadership skills. Successful candidates can expect to be involved in a range of the following:

• Leading by example, providing inspiration, direction and support to colleagues by translating our DWP vision, values and priorities into improved outcomes, delivered in collaboration with and beyond your immediate team.
• Driving improved customer service and efficiency outcomes by planning, implementing and evaluating changes, involving your own team and wider stakeholders and colleagues.
• Leading through change, ensuring teams are adaptable and flexible to support efficiency and improvements to service delivery.
• Creating an environment that empowers others to do the right thing for customers, being responsible for delivering an excellent service to achieve quality outcomes actively promoting a coaching culture.
• Operating as part of a team, focusing 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.
• Building 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.
• Operating as part of a team across a wide range of benefits and stakeholders bringing to life our one DRS ethos, promoting this within your own team.
• Being accountable for 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.
• Developing an environment of equality, 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.
• Ensuring all Health and Safety and security matters are dealt with promptly and sensitively, in line with DWP policies and procedures.
  
  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.

DWP is looking to fill 5 vacancies for Service Delivery Leaders within the Disputes Resolution Service (DRS). You will have an opportunity to work for a large government department in a key leadership role, where you will lead a team of Case Managers and make a real difference to peoples' lives. We are a large and diverse service of nearly 2,800 colleagues based in England, Scotland and Wales. DRS is spread across a wide range of geographies, with a strong team ethos. We care about our people and invest in their development, offering fantastic career development opportunities as well as excellent employee benefits. We welcome applications from candidates from all backgrounds who are energetic, enthusiastic and able to demonstrate inspirational leadership to motivate people to achieve remarkable results and exceptional customer service. You will help to drive up performance, deliver an efficient service and support the delivery of our future modernisation agenda. In DRS we work with our customers to understand their individual circumstances, collate and interpret evidence and make decisions that have real life impact. Some of our customers are extremely vulnerable, where a decision on a benefit entitlement can enable a person and their family to participate fully in society. If a DWP customer disagrees with a decision about benefits, tax credits or child maintenance, they can ask for the decision to be looked at again - this is called a 'Mandatory Reconsideration'. DRS provides the service that allows our customers to challenge a benefit decision (Mandatory Reconsideration) or submit an appeal against a benefit decision. We have an inclusive environment, where we want colleagues to thrive by being themselves at work. We understand the benefits of having our people feel supported, empowered, valued and respected. We have development and talent programmes including specific programmes for underrepresented groups and we actively support all of our people in achieving their full potential. Our commitment is to have a workforce that truly reflects our society and the communities we serve.