This is a national role to be based in any of the following locations; Bangor, Basildon, Birkenhead, Bristol, Burnley, Canterbury, Derby, Dudley, Dundee, Grimsby, Hastings, Hull, Kilmarnock, Leeds, Leicester, Liverpool, Newcastle-upon-Tyne, Pembroke Dock, Plymouth, Preston, Sheffield, Swindon, Ty Taf, Wrexham.
There will be a need for frequent national travel and overnight stays
This job 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. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.
Job Summary
DWP is looking to fill the role of Universal Credit Review (UCR) - National Performance & Improvement Lead within the Operations Directorate.
This role supports performance improvement in UCR and will work towards a community approach of sharing good practice, driving improvements, and reducing variation in performance delivery across UCR.
Delivering a quality customer service is of upmost importance and delivering our service with consistency is key.
The Performance and Improvement lead will work nationally with the UCR G7 & SEO community. They will provide a strategic direction to a wide range of colleagues, supporting them to identify areas of focus and the activity that will ensure we are on a good, safe and secure track to continuously improve UCR performance across the network.
We welcome applications from candidates who demonstrate inspirational and innovative improvements in an operational environment to help drive performance and deliver a positive and efficient service to our customers.
Job Description
* This is an opportunity for an individual who has proven work related experience in the interpretation and analysis of data/MI and performance improvement. They will help UCR deliver an improved performance and customer service nationally.
* You must have strong leadership skills in an operational environment. You will monitor and drive performance improvement, lead, empower and coach teams. Make sound decisions and support change implementation at a national level.
* You will monitor performance across all sites and proactively share insight and improvement activity across the network. You will work collaboratively with colleagues to identify continuous improvements to performance delivery and support leaders to implement improvements effectively into operations at a national level.
* You will have the skills to interpret and analyse complex information and data to reach sound decisions at pace. Working with the data provided you will construct and deliver a concise forward work plan to deliver caseload growth, increased activity, and quality outcomes across sites.
* You will provide clear direction to a wide range of colleagues ensuring work is undertaken to key milestones and that everyone understands their roles, the business priorities and expected outcomes.
* You will be involved in the delivery of presentations, to provide support and coaching on the activities to improve delivery, working with colleagues so they understand what is required and how this needs to be implemented on their sites.
* You will be future focussed, helping to facilitate the sharing of best practice to raise performance and close the gap in performance variation across the network.
* You will be confident working in an agile operational environment and leading teams through change and ambiguity, as well as finding solutions to emerging challenges or risks.
* This is an opportunity for an individual who has proven work related experience in the interpretation and analysis of data/MI and performance improvement. They will help UCR deliver an improved performance and customer service nationally.
* You must have strong leadership skills in an operational environment. You will monitor and drive performance improvement, lead, empower and coach teams. Make sound decisions and support change implementation at a national level.
* You will monitor performance across all sites and proactively share insight and improvement activity across the network. You will work collaboratively with colleagues to identify continuous improvements to performance delivery and support leaders to implement improvements effectively into operations at a national level.
* You will have the skills to interpret and analyse complex information and data to reach sound decisions at pace. Working with the data provided you will construct and deliver a concise forward work plan to deliver caseload growth, increased activity, and quality outcomes across sites.
* You will provide clear direction to a wide range of colleagues ensuring work is undertaken to key milestones and that everyone understands their roles, the business priorities and expected outcomes.
* You will be involved in the delivery of presentations, to provide support and coaching on the activities to improve delivery, working with colleagues so they understand what is required and how this needs to be implemented on their sites.
* You will be future focussed, helping to facilitate the sharing of best practice to raise performance and close the gap in performance variation across the network.
* You will be confident working in an agile operational environment and leading teams through change and ambiguity, as well as finding solutions to emerging challenges or risks.
Person specification
Successful candidates will be expected to meet the following criteria:
* A proven ability in performance coaching to teams and individuals to enable sustained performance improvement across a wide network. (Lead criteria)
* A resourceful and a self-starting leader, with experience of delivering high performance in a large operational context, delivering across multiple locations delivering excellent service and timely outcomes for customers.
* Strong experience of analysing complex and varied management information, then identifying and implementing improvement activities with pace.
* Have the skills to positively influence colleagues and stakeholders, including senior stakeholders, gaining commitment for change and improvement.
* Confident leading through ambiguity and ability to adapt quickly to changing direction and priorities.
* Have a continuous improvement mindset and ability to identify and implement efficiencies in services and processes and evaluate outcomes.
Behaviours
We'll assess you against these behaviours during the selection process:
* Communicating and Influencing
* Changing and Improving
* Delivering at Pace
* Making Effective Decisions
Alongside your salary of £55,557, Department for Work and Pensions contributes £16,094 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 –25 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 joinHASSRAa 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.
The Evidence You Provide Must Relate To Your Own Experiences. If Evidence Of Plagiarism, Or Sharing Of Questions, Information Or Answers Throughout Any Part Of The Selection Process Is Found, Your Application Will Be Withdrawn. Examples Of Plagiarism Can Include
* 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.
We recognise that AI may be helpful when applying for this role, but it is important to use it in the right way. Read theDWP AI Candidate Guideto understand how you can make the best use of GenAI while ensuring your application remains authentic and effective.
How to Apply, Civil Service Careers (civil-service-careers.gov.uk)provides advice and tips on applying for roles in the Civil Service
Stages for applying– See Candidate Pack for fuller details about each stage.
Stage 1– Application
Complete eligibility section of the application form.If eligible, you will be invitedto complete your application using a Personal Statement of 1250 words. You need to demonstrateevidence against the key criteria.
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.
Written Sift The written sift will be conducted using evidence from your Personal Statement of 1250 words. This will be assessed against the Key Criteria within the responsibilities section of the advert.
Stage 2 - The interview process
If you’re successful at sift stage you will be invited to a video interview via Microsoft Teams.
Shortlisted candidates will be invited to attend an interview lasting up to 45 minutes.. This will be a blended interview assessing a mixture of Behaviours and Strengths. The interview aims to be more of a conversation exploring what the candidate can and has done, but also their potential.
During the first 5 minutes of your interview, you will be asked to deliver a presentation. Please note that visual aids will not be permitted.
To help you prepare and settle into the interview you will be sent the behaviour questions and presentation topic 5 days prior to your interview. These questions should be treated as confidential. The interview panel may ask you other questions which will not be shared in advance, including follow-up probing questions.
It is difficult to prepare for strength type questions. However, you can think through your answers, focus on your achievements and aspects you enjoy and decide how these can be applied in the organisation and role.
Your interview will either be conducted face to face or by video. You will be notified of the location if you are selected for interview.
Sift and Interview dates
Sift – week commencing 09/06/2025
Interview - week commencing 23/06/2025
These dates may be subject to change.
Further Information
Find out more aboutWorking for DWP
A reserve list may be held for a period of 3months from which further appointments may 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 informationvisit 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 RecordCheck to Disclosure and Barring Service or Disclosure Scotland onyour 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 emailingPre-EmploymentChecks.grs@cabinetoffice.gov.ukstating 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
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.
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. 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.
Reasonable Adjustment
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 viaDWPRecruitment.grs@cabinetoffice.gov.ukas 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.
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 : UCR Recruitment Team
* Email : ucr.opsresourcing@dwp.gov.uk
Recruitment team
* Email : dwprecruitment.grs@cabinetoffice.gov.uk
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.BUSINESSASSURANCE@DWP.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. #J-18808-Ljbffr