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- Tasks: Lead and coach a team to deliver exceptional customer service in Universal Credit operations.
- Company: Join the Department for Work and Pensions, making a real difference in local communities.
- Benefits: Enjoy competitive salary, pension, flexible working, and professional development opportunities.
- Why this job: Be at the forefront of public service, helping people change their lives for the better.
- Qualifications: Strong leadership skills and a passion for supporting vulnerable individuals.
- Other info: Fast-paced environment with opportunities for career growth and community impact.
The predicted salary is between 36000 - 60000 £ per year.
About the job
Job summary
- Do you have a passion for delivering exceptional customer service, helping positively change lives in your local community?
- Do you enjoy working full time on site, leading and coaching a team to deliver quality service in a face-to-face office environment?
- Are you looking for a public service leadership role at the centre of operations, leading the delivery of Universal Credit on the high street?
If so, we would like to hear from you!
As part of the DWP Operational Delivery you will be at the heart of DWP’s front line operations helping to change people lives in our communities from around the 20 million plus customer base.
DWP is responsible for:
- helping people to move into work and supporting those already in work to progress, with the aim of increasing overall workforce participation
- helping people to plan and save for later life, while providing a safety net for those who need it now
- providing effective, efficient, and innovative services to the millions of claimants who rely on us every day, including the most vulnerable in society
- improving experience of our services while maximising value for money for the taxpayer
This rewarding role in Universal Credit operations offers a range of benefits including competitive salary, pension, flexible working, employee discount schemes, and a range of development programmes including professional learning and accreditation.
About us – Department for Work and Pensions GOV.UK
Please ensure you read all the process information for this campaign as we are conducting a voluntary assessment trial and there are additional elements to be aware of. We would be grateful if you would participate in this to help to shape our future recruitment processes aiming to improve our candidate experience.
Operational Leaders are accountable for creating an environment to support the flexible, effective, personalised delivery of customer service to those receiving support via Universal Credit.
You will lead a team of 12-15 Jobcentre colleagues – potentially across multiple sites – to support a caseload of customers to move closer to, or into work, ensuring performance measures are achieved and quality standards are met.
You will be office-based (these are not hybrid / home-working roles), with travel between Jobcentres and within the community required.
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.
Leadership behaviours that show a caring, inclusive, flexible, adaptable approach will be key to your success. Enabling your teams to explore options and identify solutions to achieve successful business outcomes is critical for this role.
You will gain knowledge of the local labour market and sustain various relationships across the organisation, other government departments, and partner organisations to support the effectiveness of your team and the service provided to customers.
You will also take into account the impact of devolution in Scotland.
You will be responsible for managing the workload of your team and undertaking first line manager tasks such as regular discussions with your team members relating to wellbeing, performance, development, and career aspirations. Your role also includes applying and making decisions in line with DWP People Policies.
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Universal Credit Operational Leader - Scotland (Ref: 748) employer: Government Recruitment Service
Contact Detail:
Government Recruitment Service Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Universal Credit Operational Leader - Scotland (Ref: 748)
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on DWP and their values. This will help you tailor your responses and show that you're genuinely interested in being part of their mission to support the community.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or handled a challenging situation. Be ready to share how you motivated your team and achieved results, as this is key for the Operational Leader role.
✨Tip Number 3
Network like a pro! Connect with current or former DWP employees on LinkedIn. They can provide insights into the interview process and what it’s really like to work there, which can give you an edge.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It shows professionalism and keeps you on their radar as they make their decision.
We think you need these skills to ace Universal Credit Operational Leader - Scotland (Ref: 748)
Some tips for your application 🫡
Show Your Passion: Make sure to highlight your passion for delivering exceptional customer service. We want to see how you can positively impact lives in the community, so share any relevant experiences that showcase this.
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific skills and experiences that align with the Universal Credit Operational Leader role. We love seeing candidates who take the time to connect their background to our mission.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We appreciate candidates who can communicate effectively, as this is key in a leadership role.
Apply Through Our Website: Remember to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the details you need about the role and the application process there.
How to prepare for a job interview at Government Recruitment Service
✨Know Your Stuff
Make sure you understand the Universal Credit system and the role of the DWP. Brush up on current policies, especially those affecting Scotland, and be ready to discuss how you can lead a team in delivering exceptional customer service.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, particularly in fast-paced environments. Think about times when you've successfully coached a team or handled challenging situations, as these will resonate well with the interviewers.
✨Emphasise Community Impact
Since this role is all about positively changing lives in the community, come prepared with ideas on how you can enhance the service delivery for vulnerable customers. Show your passion for making a difference and how you plan to engage with local partners.
✨Be Ready for Scenario Questions
Expect questions that put you in hypothetical situations related to team management and customer service. Practice responding to scenarios where you need to demonstrate resilience and adaptability, as these traits are crucial for the role.