Senior Operations Leader

Government Recruitment Service; Dudley; On-site; GBP 58,000 - 68,000; Full time

Benefits offered by this job

Disability Confident employer scheme

Job summary

Government Recruitment Service is seeking a Senior Operations Leader in Dudley to oversee a large, geographically diverse team of SEOs and drive performance in customer service, quality and delivery. The role emphasizes strategic leadership, policy embedding, and cross-department collaboration to improve outcomes across the welfare system.

The successful candidate will role model senior management excellence, lead through others, and ensure responsive, flexible service to diverse customer needs

Qualifications

• Senior leadership experience in large, dispersed teams.
• Proven ability to drive performance against objectives.
• Strong stakeholder management and collaboration across government bodies.

Responsibilities

• Report directly to the Grade 6, managing a large, geographically diverse team of SEOs and driving performance against key objectives.
• Lead performance reviews with direct reports and identify risks to ensure delivery of targets.
• Oversee the implementation and embedding of new policies and procedures across the organisation.
• Build strong, collaborative relationships with senior representatives from other departments and external bodies.
• Provide visible leadership through regular site visits and clear, passionate communication to obtain buy-in.
• Motivate teams to operate flexibly, gather feedback, and personalise services for customers.
• Encourage cross-team collaboration to drive innovation and service improvements.
• Contribute to people planning and deployment of staff and resources across sites.
• Develop a holistic understanding of customer types to design and manage new roles and processes that improve experience.
• Ensure prompt and sensitive handling of matters in line with policies and risk controls.

Skills

Senior leadership

Performance management

Job description

DWP helps 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 Directorate (CFCD) you will be at the heart of DWP’s front line operations, helping to change people lives and supporting CFCD purpose of fighting fraud in the welfare system.

As Senior Operational Leader, you will role model excellent senior management leadership, taking responsibility for the flexible, effective, personalised delivery of customer service, quality, and performance. You will provide transformational leadership to a geographically diverse team - leading through others, driving people engagement, and inspiring colleagues to deliver objectives.

CFCD is a great place to work where the leadership team are passionate about attracting the best talent whilst nurturing and valuing new and existing colleagues to be the best they can be. We are looking for people who can demonstrate our values and commitment to leadership which are based around Collaboration, Resilience and Inclusivity. We look for emotionally aware leaders who enable teams to be innovative, adaptable and flexible. We want you to be comfortable challenging the norm and finding daring and dynamic solutions that support our values and enable colleagues to shine in whatever role they do.

• Report directly to the Grade 6, being fully accountable for the management of a large, geographically diverse, team of SEOs setting strategic business priorities for your areas of responsibility and driving performance against key objectives.
• Be a self-starter, able to use your own initiative and make sound, complex decisions at pace.
• Lead performance within your business area, undertaking regular face-to-face performance reviews with your direct reports, identifying risks to performance achievement, and driving forward continuous improvement.
• Be at the forefront of overseeing business change; leading others through the implementation, and embedding, of new policies and procedures.
• Work alongside multiple, senior representatives from other government departments/external bodies, building strong, collaborative relationships which enhance our reputation and achieve excellent outcomes.
• Provide visible, effective leadership through regular site visits, taking a personal lead in engaging with and communicating key messages with clarity and passion to obtain buy in.
• Motivate teams to operate flexibly, seeking feedback, listening and acting on this, setting performance standards and personalising services for our customers.
• Encourage creative thinking and collaborative working between teams and directorates to drive innovation and service improvements.
• Contribute to people planning activities, ensuring appropriate and effective deployment of people and resources within and between sites.
• Develop a holistic grasp of all customer types enabling you to lead, design and manage new business roles and processes that continuously improve the quality of customer experience.
• Ensure all matters are dealt with promptly and sensitively, in line with DWP policies and procedures, and legislative frameworks, managing risk exposure by overseeing compliance.

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

Proud member of the Disability Confident employer scheme

Senior Operations Leader

Company: Government Recruitment Service Salary: £57,946 to £68,205 a year Hours: Full-time Location: Dudley Job type: Permanent Posting date: 14 Oct 2026 Closing date: 27 Oct 2026

Summary

DWP helps 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 Directorate (CFCD) you will be at the heart of DWP’s front line operations, helping to change people lives and supporting CFCD purpose of fighting fraud in the welfare system.

As Senior Operational Leader, you will role model excellent senior management leadership, taking responsibility for the flexible, effective, personalised delivery of customer service, quality, and performance. You will provide transformational leadership to a geographically diverse team - leading through others, driving people engagement, and inspiring colleagues to deliver objectives.

CFCD is a great place to work where the leadership team are passionate about attracting the best talent whilst nurturing and valuing new and existing colleagues to be the best they can be. We are looking for people who can demonstrate our values and commitment to leadership which are based around Collaboration, Resilience and Inclusivity. We look for emotionally aware leaders who enable teams to be innovative, adaptable and flexible. We want you to be comfortable challenging the norm and finding daring and dynamic solutions that support our values and enable colleagues to shine in whatever role they do.

• Report directly to the Grade 6, being fully accountable for the management of a large, geographically diverse, team of SEOs setting strategic business priorities for your areas of responsibility and driving performance against key objectives.

• Be a self-starter, able to use your own initiative and make sound, complex decisions at pace.

• Lead performance within your business area, undertaking regular face-to-face performance reviews with your direct reports, identifying risks to performance achievement, and driving forward continuous improvement.

• Be at the forefront of overseeing business change; leading others through the implementation, and embedding, of new policies and procedures.

• Work alongside multiple, senior representatives from other government departments/external bodies, building strong, collaborative relationships which enhance our reputation and achieve excellent outcomes.

• Provide visible, effective leadership through regular site visits, taking a personal lead in engaging with and communicating key messages with clarity and passion to obtain buy in.

• Motivate teams to operate flexibly, seeking feedback, listening and acting on this, setting performance standards and personalising services for our customers.

• Encourage creative thinking and collaborative working between teams and directorates to drive innovation and service improvements.

• Contribute to people planning activities, ensuring appropriate and effective deployment of people and resources within and between sites.

• Develop a holistic grasp of all customer types enabling you to lead, design and manage new business roles and processes that continuously improve the quality of customer experience.

• Ensure all matters are dealt with promptly and sensitively, in line with DWP policies and procedures, and legislative frameworks, managing risk exposure by overseeing compliance.

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

Proud member of the Disability Confident employer scheme

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.

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