Operational Leader Debt Management

CFCD Higher Executive Officer (HEO) Operational Leaders support the flexible, effective, personalised delivery of customer service, quality and performance across sites. HEO 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. 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.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 & Development (L&D) and 1-2-1s 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 and others objectives.