Successful candidates can expect to be involved in a range of the following: WFM Design and Implementation Lead the design and configuration of WFM scheduling, skills, and system settings to support operational efficiency and staff wellbeing. Research and implement underutilised WFM functions to enhance productivity and service delivery. Develop processes within WFM that mirror current best practices and align with broader organisational standards. Training and Upskilling Design and deliver accessible training products for Agents, Supervisors, and OC staff using various media (e.g., Stream, PowerPoint, Word). Provide one-to-one support and ad hoc guidance to site Team Leaders on WFM queries. Promote WFM adoption through stakeholder engagement and tailored upskilling sessions. Data Analysis and Reporting Analyse WFM outputs to design insightful reports that support operational decisions and project planning. Provide analytical support to inform project scope, pilot evaluations, and continuous improvement initiatives. Stakeholder Engagement and Change Leadership Collaborate with stakeholders across Child Maintenance and the wider DWP to promote WFM best practices. Support the design and scope of operational projects, contributing technical expertise and strategic insight. Lead or support departmental change initiatives, challenging the status quo and driving innovation. This role will include travel and stay overnight as required for team events, project delivery and stakeholder engagement. Person specification Key Criteria for the Role: Essential Criteria Comprehensive expertise in configuring, optimising, and continuously improving large scale Workforce Management (WFM) platforms, including system integration, troubleshooting, and utilising advanced WFM functionalities such as forecasting, scheduling and real-time adherence to ensure seamless operations alignment and high-quality outcomes. In-depth knowledge of Contact Centre applications with an understanding of scheduling challenge such as shrinkage, adherence, and flexible working. Confidence and professionalism when managing senior stakeholders across multiple directorates, and external industry partners. Possessing the ability to influence, provide constructive challenge, and effectively resolve issues. Ability to manage multiple priorities in a fast-paced, dynamic environment. Experience in managing data collection and analysis to inform evidence-based decisions, as well as preparing evaluation reports and presenting results to Director level. Expert analytical skills and advanced Excel proficiency. Demonstrated knowledge of accessibility standards in PowerPoint, Word, and Excel, with practical experience implementing these standards to ensure all materials are inclusive. Experience of managing geographically dispersed remote teams by providing consistent operational leadership, support, and guidance to ensure alignment with project objectives. Desirable Criteria Experience delivering training and developing learning materials. Familiarity with Stream for video-based training. Experience with change management and PADKAR methodology. Behaviours We'll assess you against these behaviours during the selection process: Managing a Quality Service Leadership Changing and Improving Seeing the Big Picture Technical skills We'll assess you against these technical skills during the selection process: How you have led the design and implementation of Workforce Management systems to optimise scheduling, skills, and settings, enhance underused functionality, and ensure alignment with business practices and broader organisational standards? Benefits Alongside your salary of 42,614, Department for Work and Pensions contributes 12,345 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. DWP have a broad benefits package built around your work-life balance which includes: Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours. Generous annual leave at least 23 days on entry, increasing up to 30 days over time (prorata for part time employees), plus 9 days public and privilege leave. Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme. Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly). Family friendly policies including enhanced maternity and shared parental leave pay after 1 years continuous service. Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes. An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Womens Network, National Race Network, National Disability Network (THRIVE) and many more. Things you need to know Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Experience and Technical skills. Selection will be by a written sift, followed by an interview (video via MS Teams) The Civil Service uses a Behaviour Framework to assess candidates, knowledge and skills. You will be assessed against the following Civil Service Behaviours at SEO level: Managing a Quality Service (Presentation 5 mins) Leadership Changing and Improving Seeing the Big Picture It may help to use the WHO or STAR model to explain What the task/ work was, How you approached the task/work/situation and what the Outcomes were, what did you achieve? Or What was the Situation ? What were the Tasks ? What Action did you take? What were the Results of your actions? CV - the CV is an on-line tool accessed through the Civil Service Jobsite and there is no requirement to upload your personal CV. Our CV element is short, and allows an initial check of eligibility, so please put the main content of your evidence and skills in your Personal Statement. A sift will be conducted on a 250 word Technical question and a 1000 word Personal Statement Technical Question - Please provide an example in 250 words of how you have led the design and implementation of WFM systems to optimise scheduling, skills, and settings, enhance underused functionality, and ensure alignment with business practices and broader organisational standards? Personal statement - when completing your personal statement of up to 1000 words, please read and understand the Key Criteria (see slide 5) thoroughly as this is what your written evidence will be assessed against. Your layout is entirely your preference; you may choose narrative, bullets, etc. You may choose to address each criteria separately, however, one narrative example may cover and evidence several key criteria. You may not be able to meet all the key criteria, but please ensure you evidence: the key personal requirements and what have you done that relates to the requirements. You dont have to explain the whole process, just what you have done and the skills and experience you have used. Share with us what makes you suited to this role and why, what you can do and the skills you have that are transferable to the key requirements, and the life experience or passion you have that are linked to this role. Application (250 words Technical question & 1000 words Personal Statement) 1. Written Sift The written sift will be conducted and assessed using evidence from your Technical Question within the advert. In the event of a large number of applications we will use the Technical Question to initially assess your application during the sift stage. Candidates who pass the initial sift may be progressed to a full sift or direct to interview. 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. 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 for more information on appropriate and inappropriate use 2. Interview Shortlisted candidates will be invited to attend an interview. This will be a video via MS teams interview. The interview panel will be a minimum of two people. The interview will assess: behaviours and strengths. The interview aims to be more of a conversation exploring the candidates capability for the role. To help you prepare and settle into the interview you will be sent the Presentation and behaviour questions in advance of the interview, 5 days prior to your interview. These questions should be treated as confidential. Y ou will not be required to use visual aids, and your presentation will be timed and should last no more than 5 minutes. The interview panel may ask you other questions which will not be shared in advance, including follow-up questions, and those about your behaviours. Candidates may be asked further probing questions to determine suitability for the role. At the interview stage, candidates will be asked for their preferences, for up to 3 locations. These will tell us where you would prefer to work, if you are successful. Please do not select a location unless you are prepared to accept a role in that location. All locations are subject to demand management processes that will need to identify there is available capacity, before it can be offered. Please note that for candidates requesting to work in Newcastle, this role will be based at Benton Park View from September 2025, and then at 1 Pilgrim Place in Newcastle city centre by the end of 2027. The exception to this are roles in Economic, Serious and Organised Crime (ESOC) which will be located elsewhere in Newcastle, and this can be communicated separately as part of those campaigns. Sift and interview dates to be confirmed. Success Profiles Candidate Overview 3. S election and Feedback We will notify all candidates as soon as possible. If you are 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 post within a reasonable time frame you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances. 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. *Note -Exceptional circumstances could be when a candidate has requested a contractual Part Time Working Pattern, and this pattern cannot be accommodated in the initial role offered or in cases of serious ill health. Further Information Find out more about Working for DWP A reserve list may be held for a period of 3 months from which further appointments can be made. Any move to DWPfrom 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; for further information visit the Childcare Choices website. If successful and transferring from another Government Department a criminal record check may be carried out. In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service or 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 Pre-EmploymentChecks.grs@cabinetoffice.gov.uk 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 Info@disclosurescotland.co.uk New entrants are expected to join on the minimum of the pay band. 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. 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. 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. 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. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action. Presenting the work, ideas and experience of others as your own Copying content from an online/published source Using forms of Artificial Intelligence to produce application content which you present as your own. Reasonable Adjustments At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce. 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 Government Recruitment Service via DWPRecruitment.grs@cabinetoffice.gov.uk 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. Feedback 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 : SDO Resourcing & Recruitment Team Email : spd.recruitmentadmin@DWP.GOV.UK Recruitment team Email : dwprecruitment.grs@cabinetoffice.gov.uk 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: HR.BUSINESSASSURANCE@DWP.GOV.UK. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. 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