Overview
Do you have an inquisitive mind? Do you enjoy engaging with customers? If so, we need you! The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy and supports people to move into employment, support pensioners, and protect some of the most vulnerable in our society. Counter Fraud Compliance and Debt’s (CFCD) aim is to drive down fraud, error and debt within the benefit system, protecting the public purse. As part of CFCD you will be at the heart of DWP’s efforts to reduce fraud and error in the benefit system. This is a hugely important public service and the challenge is bigger than ever.
Key Responsibilities
* Directly line manage a team, provide clear, visible and strong leadership and engage with colleagues to drive high performance and quality.
* Create an inclusive team environment, embracing different individual needs, views and ideas, and making it clear to all that bullying, harassment and discrimination are unacceptable.
* Work with internal and external stakeholders, encourage collaborative working between teams, build relationships and achieve mutually beneficial outcomes.
* Motivate, develop and encourage teams, undertake regular performance reviews, provide coaching, learning and development, and one‑to‑ones to develop skills.
* Identify risks to performance achievement and drive forward continuous improvement.
* Monitor and improve the quality of the face‑to‑face/telephony and end‑to‑end customer experience, ensuring that one customer, one service, one business becomes a reality within DWP.
* Provide relevant information to colleagues regarding changes to policy, legislation and statutory requirements as appropriate, and identify and implement best practice.
* Ensure all security matters (including information protection) are dealt with promptly and sensitively, in line with DWP policies and procedures.
* Use networking and influencing to create, maintain and improve service delivery for all customers.
* Support the identification of priorities and work collaboratively to ensure the delivery of both your own and others objectives.
Due to the geographically dispersed nature of our teams, this role will require occasional travel and overnight stays.
Additional Information
Proud member of the Disability Confident employer scheme. The employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job. In certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may wish to limit the overall numbers of interviews offered to disabled people and non‑disabled people.
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