Senior Operational Leader

The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy.

DWP is responsible for:

• helping people to move into work and supporting those already in work to progress, ensuring employment opportunity for all
• 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

You will be at the heart of our operational delivery, with the proud aim of improving people’s day to day lives, helping build financial resilience and a more secure and prosperous future.

This is a key role that require flexibility and versatility, to help us deliver excellent customer service, make sound decisions, implement change and lead others.

This job would be ideal for people who have a passion for public service. It is a great opportunity to make a real difference to the lives of the people of Scotland.

Our Senior Operational Leader role requires strong leadership skills in an operational environment.

We are looking for a transformational leader – inspiring colleagues through difficult situations, setting high standards for leadership, and building high performing teams. You will monitor and drive performance, lead, coach and empower teams and make sound decisions.

You will be responsible for the line management responsibilities of staff, over multiple sites. We value visible leadership, taking a personal lead in engaging with and communicating key messages and implementing corporate change. You will be office-based (this is not a hybrid / home-working role), frequent travel between Job centres and within the community will be a feature of the role.

A candidate pack is attached to the advert. Please read this pack thoroughly as it contains further information relating to the application process.

This is a blended Senior Operational Leader role that will include both Customer Service and Senior Employer Relations responsibilities. The role will involve -

• Lead and support multiple Job centres, coaching local leaders to deliver excellent customer service.
• Use data and feedback from customers and colleagues to monitor performance and share good practices across teams and with senior leaders.
• Work with partners and employers to improve services and meet customer needs.
• Successfully implement change within your team.
• Create an inclusive workplace, encouraging staff development, innovation and valuing diverse perspectives.
• Build strong, effective relationships with employers, acting as an ambassador for the DWP employer offer and agenda.
• Proactively seek new opportunities, using labour market insights to identify and develop partnerships that support customer needs and enable employability.
• Align employer engagement with DWP policies and government priorities to support business delivery.
• Partner with senior leaders, challenging and supporting their delivery to ensure employer engagement is embedded across the business.