Universal Credit Operations Leader - North England and Cumbria

Government Recruitment Service; Bishop Auckland; On-site; GBP 30,000 - 45,000; Full time

Job summary

A government agency is seeking an Operational Leader to support Universal Credit service delivery. This role involves leading and coaching a team, ensuring performance excellence, and engaging with internal and external stakeholders. Applicants should demonstrate strong leadership skills and be willing to work on Saturdays. This is a non-hybrid, office-based position in Bishop Auckland, UK.

Qualifications

• Demonstrable inspirational and resourceful leadership abilities.
• Capability to coach and motivate teams.
• Experience in performance management and continuous improvement.

Responsibilities

• Create an inclusive team environment.
• Monitor and improve customer experience quality.
• Build collaborative relationships with stakeholders.

Job description

Overview

Are you someone who strives to make a difference to people’s lives? If so, we would like to hear from you!

DWP is looking to fill 13 Operational Leader roles in various locations across the North East and Cumbria (see above).

This is a high profile and business critical role, with responsibility for functions undertaken supporting Universal Credit Service Delivery. You will be at the centre of DWP’s front line operations helping to positively change people lives in our communities.

Universal Credit is at the heart of the governments welfare agenda – designed to simplify the benefit system by bringing together a range of working age benefits into a single payment whilst supporting customers to find work. The service – made up of c45,000colleagues, provides support through an extensive network of Jobcentres that deliver face to face labour market support.

Our Job Centres - responsible for delivering benefit payments are located across Scotland, England, and Wales. The service has recently undergone a rapid expansion programme in response to the economic challenges brought about by the pandemic.

DWP welcomes applications from candidates who demonstrate inspirational and resourceful leadership to help drive performance and deliver a positive and efficient service to our customers.

Standard promotion rules will apply, and successful candidates will be placed on the pay scale and terms and conditions of DWP.

For these vacancies, we strongly recommend that applicants consult with an immigration specialist or qualified advisor to assess their eligibility for Visa Sponsorship before deciding to apply. Please note that while we consider sponsorship requests in accordance with current DWP guidance and Home Office policy, sponsorship cannot be guaranteed.

What you will be doing

UC Operational Managers are responsible for coaching, leading, and building the team to achieve national performance measures. They will achieve this by:

• Creating an inclusive team environment, embracing different individual needs, views, and ideas.
• Motivating, developing, and encouraging teams and undertaking regular performance reviews.
• Identifying risks to performance and ensuring continuous improvement by ensuring colleagues are capable and empowered to build their skills and confidence.
• Identifying priorities to ensure the delivery of your and others’ objectives.
• Monitoring and improving the quality of the customer experience.
• Suggesting continuous improvement ideas themselves and encouraging and enabling their people to suggest and implement continuous improvement activity and innovation.
• A focus on building collaborative working relationships with internal and external stakeholders, partners and organisations to deliver excellent service.
• Being an active member of the Senior Leadership Team, providing visible and effective leadership taking a personal lead in engaging with and communicating key messages and implementing corporate changes.

Requirements

Roles will be non-hybrid office based with travel across each respective District(s) expected.

Candidates must note that successful applicants will have Saturday working considerations within their working patterns.