Service Delivery Leaders for the Dispute Resolution Service
6 days ago
Blackpool
This is a fast-paced role, where you will be faced with challenging circumstances whilst supporting some of the most vulnerable in our society, requiring resilience and strong, adaptable leadership skills. Successful candidates can expect to be involved in a range of the following: • Leading by example, providing inspiration, direction and support to colleagues by translating our DWP vision, values and priorities into improved outcomes, delivered in collaboration with and beyond your immediate team., • Driving improved customer service and efficiency outcomes by planning, implementing and evaluating changes, involving your own team and wider stakeholders and colleagues., • Leading through change, ensuring teams are adaptable and flexible to support efficiency and improvements to service delivery., • Creating an environment that empowers others to do the right thing for customers, being responsible for delivering an excellent service to achieve quality outcomes actively promoting a coaching culture., • Operating as part of a team, focusing on agreed goals and priorities to achieve collective commitments, effectively managing resources in an ever changing organisational structure to drive efficiencies and keep costs down., • Building individual and team capability by personally coaching and mentoring colleagues at all grades on a variety of procedural and leadership skills, promoting and making full use of professional learning products available., • Operating as part of a team across a wide range of benefits and stakeholders bringing to life our one DRS ethos, promoting this within your own team., • Being accountable for managing workloads, attendance and conducting regular one to one, face to face performance reviews, confidently addressing risks to performance achievement, driving forward continuous improvement in an inclusive and engaging environment., • Developing an environment of equality, inclusivity and trust where people can be their very best. Creating an environment where everyone feels they belong, that their contribution matters and that they can reach their full potential., • Ensuring all Health and Safety and security matters are dealt with promptly and sensitively, in line with DWP policies and procedures.Person specification Qualities we are looking for in successful candidates: • Lead Criteria:Strong inclusive leadership and coaching skills. Able to identify and support the development needs of themselves and others to reach the Operational Delivery Professional standards and digital capability.Excellent people engagement skills,caring for colleagues and creating opportunities to innovate and share knowledge andcelebrate success., • Ability to positively inspire, encourage and influence others to obtain buy-in from team colleagues and across the Department, actively seeking, listening and acting upon feedback by encouraging discussion and ideas in support of the long term DWP vision., • Ability to manage change and build effective collaborative working relationships with colleagues and stakeholders across the wider team, embracing the one DRS culture., • Ability to work flexibly to meet changing priorities, managing a diverse workload and optimising resources to meet current and future demand and customer expectations., • Ability to critically analyse products and processes including MI, to identify areas for action, resolving issues and making suggestions for improvement.Behaviours We'll assess you against these behaviours during the selection process: • Leadership, • Communicating and Influencing, • Managing a Quality Service, • Developing Self and Others Benefits 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 (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, Ability and Experience. Selection will be by: • Civil Service Judgement Test, • Written Application At the point of submitting your application, you will be guided to an on-line tool which will assess your situational judgement skills.You will need to pass the Civil Service on-line test to progress through to the written sift. After submission of the first stage of your application you will be invited to complete a Civil Service Judgement Test. If you successfully pass the test, you will be invited to complete the final stage of the application. Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23:55 on 14/09/2025 . If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website. Our online test supplier will be performing scheduled maintenance between 4:00pm and 7:00pm on 14/09/2025. There will be up to 1 hour during this time where candidates will not be able to access tests. All online tests will be affected. Impact for Candidates Candidates who are taking a test when the downtime starts will have their test paused. They will be able to pick up where they left off after the downtime. They can do this by accessing the test again from their application centre. Candidates will not be able to launch new tests during the downtime. Candidates reporting issues should be advised to return to take the test after 7:00pm on 14/09/2025. Written Application -Personal Statement(maximum 1250 words) The Personal Statement should explain how your personal skills, qualities and experience provide evidence of your suitability for the role, based on the criteria set out in the Person Specification. When completing your Personal Statement,please read and understand thePerson Specificationwithin the advert,as this is what your written evidence will be assessed against. Your layout is entirely your preference; you may choose narrative or bullets etc. You may choose to address each criteria separately, however, one narrative example may cover and evidence several essential criteria. Please ensure you evidence and explain what you did that is relatable to those requirements. You do not have to explain the whole process, just what skills and experience you have used. In the event of a large number of applications being received, an initial sift may be conducted using: Anonymisation DWP operates an anonymised recruitment process, you should remove any personal details that could be used to identify you. Failure to do so will result in your application being withdrawn. 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 for more information on appropriate and inappropriate use. Interview Candidates who successfully pass the written sift will then be invited to a face to face interview.Further details regarding the process will be included in the invite to interview. During the interview you will be asked questions to test your experiences in4 Behaviours; • Leadership, • Communicating and Influencing, • Managing a Quality Service The evidence you provide must relate to your own thoughts and experiences. The written application sift is scheduled for 22nd September to 3rd October. Interview dates are scheduled for 20th October to 24th October. Please note that these dates are only indicative and could be subject to change. Offer Once all interviews have been completed, candidates will be notified of the outcome by email and offers will be made in merit order. By applying, you are stating that you are willing to accept a post in one of our locations stated in this advert. The department is committed to promoting flexible ways of working, whilst enabling the business to operate at maximum efficiency and will expect colleagues to work from a blend of locations, including some time working at home, as required. Further Information Find out more about Working for DWP Reserve List You may be placed on a reserve list for a period of 6 months if your application is successful, but we cannot immediately offer you a post. DWP may then contact you and offer you an alternative role or location that is within reasonable travelling distance of your home. Please note: • If you accept an offer of a post, you will be expected to withdraw from any reserve lists of campaigns you have applied for, with DWP, at this grade., • If you are offered the role you applied for, in the location you applied for and you decline this offer, or are unable to take up post within a reasonable timeframe, you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances. 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 the 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 stating the job reference number in the subject heading. 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. 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 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 youre deaf, a Language Service Professional. 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 candidates 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. 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. 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. Working Pattern DWP is a family-friendly employer and part-time and job-sharing working patterns within working hours may be available, but must meet business needs. We will do our best to let people with existing part time contracts retain their contracted hours, provided they are in line with current business needs. Hybrid Working Certain job roles 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. Applying for a lateral transfer or promotion from outside DWP Civil Servants that transfer into DWP from another government department or organisation, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, including those concerning weekly working hours, working days and times, and mobility. Exceptions may be allowed by DWP for pay, sick pay and annual leave to take account of expressed terms and conditions before the transfer. Previous service will count towards service-related entitlements. A transferee 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. 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. 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 : DRS Recruitment and Resources Team 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: . 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 DWP Candidate Pack Opens in new window (pdf, 612kB) Success-Profiles-Candidate-Overview-Accessble-Version Opens in new window (docx, 67kB) DWP Terms and Conditions January 2024 Opens in new window (docx, 17kB)
