Job Title

DWP is looking to fill two Operational Leader roles at Senior Executive Officer (SEO) grade. Successful candidates will be proactive, flexible, versatile and will help us deliver excellent customer service, make sound decisions, implement change and lead others to fill key roles. Operations leaders are accountable for creating an environment to support the flexible effective personalised delivery of customer services, quality and performance across their teams. They provide leadership and effective use of resource to ensure performance targets and customer objectives are met. They will drive people engagement across their teams, setting high standards for people leadership throughout the business.Providing transformational leadership to the team and beyond - inspiring colleagues through difficult situations, transforming performance and building high performing teams. These roles are challenging and rewarding, r esponsible for the day-to-day smooth running over operational colleagues and reporting up to the Senior Operational Delivery Leader (Grade 7) enabling them to operate at a strategic level. There are two roles available: Deputy Senior Operational Leader in Falkirk You will be part of the CMS Enforcement and Clerical Team leading c140 colleagues, spread across 2 locations (Falkirk and Newcastle Upon Tyne). Currently, this comprises of 6 direct report HEOs who are across both sites. Responsible for teams whose primary role is to regain compliance in non-paying cases, making effective use to ensure Enforcement powers and provide Clerical Services across the entire Child Maintenance Service which include Right of Access Request Team, Unassociated Mail Handling and Print and Post. This is a challenging role which will include membership of Enforcements Senior Leadership Team. Post holder will be based in Falkirk with regular travel to Newcastle Upon Tyne. The role requires exceptional leadership skills, making effective use of resource to ensure Enforcement powers are used to ensure the swift collection on Child Maintenance ensuring performance targets and customer objectives are met whilst driving people engagement across their teams and providing transformational leadership to the team and beyond - inspiring colleagues through difficult situations, transforming performance and building high performing teams with strong people focus and have genuine passion for people development. You will be resilient, empowering and create an inclusive environment with your teams working closely with G7 and SEO in Falkirk as well as Senior Leaders in all Enforcement sites (Hastings, Leicester, Plymouth, Dudley and Birkenhead). Leading the first-class Enforcement and Clerical Team services across Enforcement Falkirk and Newcastle Upon Tyne key tasks will include, but are not limited to: Assure that resource versus demand is right versus in month priorities in achieving key service level agreements that are part of service delivery Provide assurance of Delivering a Quality Service within teams Continue to build team capability, enabling working towards multi-functional Executive Officer (EO) teams Provide visible and effective leadership by taking a personal lead in engaging with and communicating key messages and providing clear direction to implement corporate changes Lead, motivate and encourage teams to operate flexibly, continuously improving, seeking feedback, listening and acting on this, setting performance standards and empowering teams to succeed Encourage collaborative working between teams and directorates through engagement and collaboration to drive innovation and service improvements Contribute to people planning activities ensuring appropriate and effective deployment of people and resources to manage workloads Accountable for the management of performance for the site, undertaking regular performance reviews with leaders, identifying risks to performance achievement and driving forward continuous improvement Driving excellent customer service, ensuring service standards fully meet client expectations, challenging and improving processes Demonstrate ability to manage diverse teams, including working with national stakeholders to improve processes and services Careful monitoring of high profile cases including Security breaches, complaints, Internal Process Review and Press Office, providing feedback on lessons learned Supporting G7,by leading/attending national meetings as appropriate. Attend regular face to face meetings with Senior Leadership Team, this will involve travel and overnight stays. Deputy Senior Operational Leader in Birkenhead The role of Deputy Senior Delivery Manager is both challenging and rewarding. Responsible for the day to day smooth running over c300 operational colleagues and reporting up to the Senior Operational Delivery Leader (Grade 7) enabling them to operate at a strategic level. As Deputy Senior Delivery Manager in Birkenhead you will be part of the CMS Arrears line of business of c600 colleagues, spread across 3 locations, and responsible for teams whose primary role is to regain compliance in non-paying cases. You will also have responsibility for the Employers Payment team (EPT) located in Birkenhead only who enable compliance by supporting c29k employers. In addition the Early Intervention Team, located in Birkenhead, which is the first operational Artificial Intelligence (AI) in Government to transform how the CMS support families, keeping money flowing to children. Person specification Your personal statement will be assessed against the following essential criteria. Please ensure you provide specific, evidence-based examples that clearly demonstrate how you meet each one: You have strong and effective leadership experience with an ability to communicate with clarity, conviction and enthusiasm with colleagues, partners, and stakeholders to drive positive outcomes. (Lead Criteria) You build a strong team and lead through your leaders to deliver consistently high outcomes and customer service. You have experience and knowledge of leading diverse teams across sites through effective coaching and mentoring to improve service delivery. You can drive performance improvement, be proactive managing processes and compliance with procedures, and you demonstrate resilience to overcome difficulties by taking ownership for resolving issues. You can understand and engage with change and inspire the buy-in from colleagues, encouraging discussion, initiative, and ideas in support of the long term DWP vision. You can effectively monitor performance, have sound analytical skills, and the ability to effectively interpret and use management information to deliver against performance objectiveswhile maintaining quality. You empower and encourage your diverse workforce, providing opportunities for people to develop their strengths and innovate. You have experience of identifying opportunities to continuously improve. Experience of Leading Leaders. Desirable Criteria: A sound working knowledge of Child Maintenance System and telephony, working in a multi-channel environment. Behaviours We''ll assess you against these behaviours during the selection process: Leadership Managing a Quality Service Communicating and Influencing Making Effective Decisions Benefits Alongside your salary of 44,447, Department for Work and Pensions contributes 12,876 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. New entrants are expected to join on the minimum of the pay band. Working for DWP will include benefits such as learning and development tailored to your role, an environment with flexible working options, a culture encouraging inclusion and diversity. Annual Leave 23 days annual leave rising with service to 30 days, plus public holidays. Flexi Time Access to flexible working hours scheme will be available. Hybrid Working This role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home . This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. If a hybrid working arrangement is suitable for the role and for you, you will normally be required to spend a minimum of 60% of your contracted working hours from your DWP office. If you have a disability, caring responsibilities, or other circumstances that may affect your ability to meet the minimum office attendance requirement, please discuss this with us using the contact details in this advert. Working Hours The Departments contracted working hours are: Monday to Friday:07:45 to 20:00 Saturday:08:45 to 17:00 Employees are contracted to work a set number of hours per week within these timeframes. Forfull-time employees, this is37 net hours per week(equivalent to42 gross hours, including meal breaks). Forpart-time employees, the number of hours will be proportionally less, based on their contract. Employees are expected to work the full number of hours for which they are contracted. See the Candidate Pack for more of the benefits available to as a Civil Servant. Things you need to know Eligibility Visa Sponsorship 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. Location Applicants should only apply for roles where they can reasonably commute to and from their selected home office location daily . 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. As part of the application process, you will be asked to submit a CV and 1250-word Personal Statement. Important Information Regarding Anonymisation When completing your application form, CV and personal statement you must remove any personal details that could be used to identify you. This includes name and contact details which might usually appear on a CV or personal statement. Failure to do so will result in your application being withdrawn. Personal Statement Write an evidence-based statement demonstrating your suitability for the role, reflecting on the essential criteriaoutlined in the Job Description. Your evidence-based statement should be no longer than 1250 words. Avoid generalised claims focus instead on specific examples that highlight your achievements. For each example, explain the context, the challenges you faced, the actions you took, and the outcomes you achieved. Sift The sift panel will assess your evidence-based statement to evaluate your experience, skills, and knowledge against the essential criteria outlined in the job advert. To progress to the next stage of the application process, you must provide clear and sufficient evidence demonstrating how you meet these criteria. If we receive a high volume of applications, an initial sift may be conducted using the lead criterion: You have strong and effective leadership experience with an ability to communicate with clarity, conviction and enthusiasm with colleagues, partners, and stakeholders to drive positive outcomes . Candidates who pass this initial sift may either proceed to a full sift or be invited directly to interview. CV Your CV is for reference/context only and is not scored , put the main content of your evidence and skills in your personal statement. Interview The interview will assess yourbehaviours and strengths. For the purposes of the selection process, the Lead Behaviour will be Leadership. Your interview will be conducted by video (MS Teams). See the Personal Statement Guidance and Candidate Pack attachments for full details of the application and selection process. Approximate campaign timeline: Sift Period: 27 - 30 January 2026 Interviews: 16 - 19 February 2026 Sometimes we might decide to invite all candidates straight to interview without assessing the written application evidence, therefore sift and interview dates are subject to change. Provisional Offer of Employment If you receive a provisional offer of employment, please note that the pre-employment checking process can take up to8 weeksfor external candidates. (Refer to the candidate pack for details regarding the required documentation.) In some cases, a conditional offer may be made. This means you could begin your role before all checks are completed. However, if any of the outstanding checks are unsuccessful, your employment may be terminated. Further Information At the Department for Work and Pensions (DWP) we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce. Find out more about working for DWP on the DWP Careers Hub . Reserve List A reserve list may be held for a period of 3 months from which further appointments can be made. If you are placed on a reserve list but we cannot immediately offer you a post, please note: If you are later offered the role you applied for, in a location you have expressed a preference for, and you decline the offer or are unable to take up the post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances (e.g. a contractual Part Time Working Pattern cannot be accommodated in the initial role offered or in cases of serious ill health). If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list. Disability Confident Scheme If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards. Reasonable Adjustments We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia. If you need a change to be made so that you can make your application, you should contact the Government Recruitment Service via [email protected] as soon as possible before the closing date to discuss your needs. Complete the Reasonable Adjustments section in the Additional requirements page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if youre deaf, a Language Service Professional. If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ''Contact point for applicants'' section. Integrity, plagiarism and Civil Service Principles The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Examples of plagiarism can include: Presenting the work, ideas and experience of others as your own Copying content or answers from an online or published source that is not your own Disclosure and Barring Service and Internal Fraud Database Checks In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service/Disclosure Scotland on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing [email protected] stating the job reference number in the subject heading. For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email [email protected] Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicants details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government. If successful and transferring from another Government Department, a criminal record check will be carried out. Important New entrants are expected to join on the minimum of the pay band. Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. If you are a current employee and are successful you must be able to be released from your current post within four weeks. Those on protected TUPE/ COSoP terms and conditions applying on promotion or voluntary permanent level move will adopt DWPs Terms and Conditions and this may have a different impact on pay and allowances. Please review this prior to acceptance of a role. Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP''s terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing. Accepting a post will be taken to mean acceptance of revised terms & conditions. Civil Servants applying on promotion will usually be appointed to the salary minimum or within 10% of existing salary. Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may, however, be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at the Childcare Choices Website. Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission''s recruitment principles (opens in a new window) . The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) . Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window) . Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job contact : Name : Jim Campbell Email : [email protected] Recruitment team Email : [email protected] Further information Appointment to the Civil Service is governed by the Civil Service Commissions Recruitment Principles. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DWP by email: [email protected]. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Click here to visit the Civil Service Commission. Attachments SEO Candidate Pack - Falkirk and Birkenhead Enforcement Opens in new window (pdf, 1072kB) Personal Statement Guidance Opens in new window (docx, 52kB) DWP Terms and Conditions January 2024 Opens in new window (docx, 17kB) Success-Profiles-Candidate-Overview (18) Opens in new window (pdf, 635kB)55b20050-bc17-4e5d-bfce-3c406318dffc