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Job Summary
About the job
What are we offering?
Are you someone who strives to make a difference to people's lives? If so, we would like to hear from you
Do you have a passion for Public Service?
You will be at the centre of DWP's front line operations helping to positively change peoples lives in our communities.
*Who We Are*
Job description
Operations Managers are key roles that require flexibility and versatility, being responsible for coaching, leading and building a team to deliver excellent customer service and 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 and observations.
* Lead by example and provide inspiration, direction and support to colleagues by communicating corporate changes with clarity and purpose.
* 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 yours and others' objectives.
* Creating an environment that empowers others to do the right thing for customers, being responsible for delivering an excellent service to achieve quality outcomes.
* A focus on building collaborative working relationships with colleagues and stakeholders across the wider team and Department to deliver excellent service.
* Being an active member of the Leadership Team, providing visible and effective leadership taking a personal lead in engaging with and communicating key messages and implementing corporate changes.
* Be responsible for achieving national performance measures through the quality of personalised interventions.
* Support work coaches to develop and maintain labour market links and knowledge.
* Support work coaches to deliver excellent service to claimants including vulnerable and those who have complex needs and/or disability.
Please see the candidate pack for additional information about the job roles available.
All roles are office based, front facing positions. Hybrid working will not be considered at this time. Travel across each respective District is expected.
Successful candidates will have the opportunity to express a location preference as part of the selection process. If you are offered a role in a location you have expressed a preference for, and you decline the offer or are unable to take up post within a reasonable timeframe you will be withdrawn from the campaign. Please do not select a location unless you are prepared to accept a role in that location.
Operations Managers are key roles that require flexibility and versatility, being responsible for coaching, leading and building a team to deliver excellent customer service and 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 and observations.
* Lead by example and provide inspiration, direction and support to colleagues by communicating corporate changes with clarity and purpose.
* 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 yours and others' objectives.
* Creating an environment that empowers others to do the right thing for customers, being responsible for delivering an excellent service to achieve quality outcomes.
* A focus on building collaborative working relationships with colleagues and stakeholders across the wider team and Department to deliver excellent service.
* Being an active member of the Leadership Team, providing visible and effective leadership taking a personal lead in engaging with and communicating key messages and implementing corporate changes.
* Be responsible for achieving national performance measures through the quality of personalised interventions.
* Support work coaches to develop and maintain labour market links and knowledge.
* Support work coaches to deliver excellent service to claimants including vulnerable and those who have complex needs and/or disability.
Please see the candidate pack for additional information about the job roles available.
All roles are office based, front facing positions. Hybrid working will not be considered at this time. Travel across each respective District is expected.
Successful candidates will have the opportunity to express a location preference as part of the selection process. If you are offered a role in a location you have expressed a preference for, and you decline the offer or are unable to take up post within a reasonable timeframe you will be withdrawn from the campaign. Please do not select a location unless you are prepared to accept a role in that location.
Person specification
Key Criteria
What We Are Looking For:
* Strong leadership and excellent people engagement and coaching skills (Lead Key Criteria).
* A driven, energetic leader who can improve quality and consistency.
* Good communication and organisational skills.
* Able to innovate and make sound decisions sometimes at pace.
* Someone with honesty and integrity, who inspires confidence and loyalty.
Behaviours
We'll assess you against these behaviours during the selection process:
* Leadership
* Managing a Quality Service
* Communicating and Influencing
* Working Together
Alongside your salary of £38,772, Department for Work and Pensions contributes £11,232 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 (pro–rata 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 year's 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 Women's Network, National Race Network, National Disability Network (THRIVE) and many more.
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
Some need-to-know information.
How to Apply, Civil Service Careers (civil-service-) provides advice and tips on applying for roles in the Civil Service
See Candidate Pack for further details about each stage.
Written Sift
As part of the application process, you will be asked to complete a personal statement of no more than 1250 words. This will be assessed against the Key Criteria within the responsibilities section of the advert.
When completing your Personal Statement, please read and understand the Key Criteria thoroughly as this is what your written evidence will 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 provide as much evidence as you can to allow us to assess your skills, knowledge and experience.
Share with us what makes you suited to this role. We would like to find out what you can do, the skills you hold and the life experience or passion that you have that could be aligned to the Key Criteria.
In the event of a large number of applications we will use the Lead Key Criteria to initially assess your application at the sift stage.
Disability Confident Scheme candidates
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.
Interview Stage
This will consist of an interview which will last approximately 40 to 45 minutes conducted by Microsoft Teams video.
The interview will consist of a mixture of Behaviour and Strength questions based on the four behaviours listed. The Strength and Behaviour based questioning explores what the candidate can and has done, but also their potential.
To help you prepare and settle into the interview you will be sent the Behaviour questions one week in advance of your interview to the email address used in your application (i.e. questions will be sent on Thursday for interviews scheduled for the following Thursday). You are advised to check your inbox and spam/junk folders regularly once your interview has been booked. These questions should be treated as confidential and should not be shared.
The interview panel may ask you other questions which will not be shared in advance, including follow-up questions, and those about your strengths.
If the questions have not been received prior to your interview, or you have queries about applying for this role please contact the vacancy holder via centralmidlands..GOV.UK
Please note you will still be able to refer to your notes in the interview to support you in answering, but you should not simply be reading from a script.
Proposed Sift and Interview dates
Sift Period – 03 to 07 November 2025
Interviews – 20 November to 02 December 2025
Due to time constraints interviews will only be undertaken on the above dates unless advised otherwise.
Communications will be electronic and/or by telephone therefore it is vitally important that you check your Civil Service Jobs account regularly, as well as your spam/junk email folder. Telephone calls may show as a withheld number, it is important that you answer so that your interview can be confirmed.
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 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 you're 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, Civil Service Principles and the use of Artificial Intelligence (AI)
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
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.
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 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- stating the job reference number in the subject heading.
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 applicant's 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 DWP's 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.
DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled and qualified – as determined by the business. To support this aim you may be required to undertake a work based qualification, which may be in the form of an apprenticeship, which will support you in further developing your professional knowledge and skills for this role and your future career development. The qualification can be undertaken in work time, you agree to take this job on the basis that you may be required to undertake a work based qualification; a candidate's failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract.
Important
If you hold a level 3 qualification (2 A levels or equivalent) then please bring your certificates with you to the interview if you have them.
Feedback will only be provided if you attend an interview or assessment.
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
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.
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.
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).
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 : Central Midlands Recruitment Team
* Email : centralmidlands..GOV.UK
Recruitment team
* Email :
Further information
Appointment to the Civil Service is governed by the Civil Service Commission's 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..GOV.UK.
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.