Investigations Operational Leader - Northwest and Wales in Wrexham

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 is responsible for helping people move into employment, supporting pensioners and protecting some of the most vulnerable in our society. Counter Fraud Compliance and Debt’s (CFCD) aim is to drive down the level of fraud, error and debt within the benefit system, to protect 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 our challenge is bigger than ever. If you want to join somewhere that recognises the importance of work-life balance, where you can learn new skills and progress your career, then CFCD is the place for you.

CFCD Higher Executive Officer (HEO) Investigations Operational Leaders support the flexible, effective, personalised delivery of customer service, quality and performance across sites. HEO Investigations Operational Leaders inspire colleagues through difficult situations, transform performance and are accountable for the effective utilisation of operational resources, delivering improved value for money and driving out inefficiencies.

Due to the nature of this role, this role will require occasional travel and overnight stays. This role requires a flexible working approach, and some unsociable hours may be required.

Key tasks include:

• 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, making it clear to all that bullying, harassment and discrimination is unacceptable.
• Motivate, develop and encourage teams, undertake regular performance reviews, provide coaching, learning and development and one to ones to develop skills.
• Work with internal and external stakeholders such as Local Authorities, Police, HMRC and encourage collaborative working between teams, build relationships and achieve mutually beneficial outcomes.
• Provide relevant information to colleagues regarding changes to DWP Policy or CFCD operational instructions, legislation and statutory requirements as appropriate, and identify and implement best practice.
• Offer advice and direction to Investigation Officers for investigations to progress.
• Record, retain, and review collected materials for criminal investigations for Disclosure purposes.
• Conduct Interviews under Caution as per legal guidelines under the Police and Criminal Evidence Act 1984 (England and Wales) and Common Law (Scotland).
• Review prosecution cases following Crown Prosecution Service (CPS) and National File Standard guidance (England & Wales) and in line with Crown Office & Procurator Fiscal Service guidance in (Scotland).
• Attend court and give evidence in criminal cases and appeal tribunals.
• Communicate confidently and professionally with internal staff and external agencies.
• 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.
• 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.
• Promote fraud awareness within DWP and to external partners.

Due to the geographically dispersed nature of this role, this role will require occasional travel and overnight stays.