Operations Leader
- Civil Service
- Part Time
- Hoyland
- 38,772 - 39,621
Job Description
Job summary
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 people in our society. Counter Fraud Compliance and Debt (CFCD) aims to reduce fraud, error and debt within the benefit system, to protect the public purse.
As part of CFCD, you will be at the heart of DWPs efforts to reduce fraud and error in the benefit system. This is a hugely important public service, and our challenge is greater than ever.
If you want to join an organisation that recognises the importance of work-life balance, where you can develop new skills and progress your career, then CFCD is the place for you.
Job description
This is an exciting opportunity to undertake a Higher Executive Officer (HEO) Team Leader role within Debt Management
The role is based in a fast-paced, telephony contact centre environment where you will lead a team to deliver excellent customer service and drive performance. You will play a key role in inspiring colleagues, improving quality, and ensuring operational efficiency while supporting the wider ambition of delivering one customer, one service, one business.
The successful candidate will be a confident and inclusive leader, able to motivate teams through challenging situations while maintaining a clear focus on performance, quality and customer outcomes.
**Due to the nature of this role, there will be occasional travel and overnight stays. **
Person specification
Key Criteria
Leadership & Performance Management
- Directly line manage a team, providing clear, visible and supportive leadership.
- Motivate, coach and develop colleagues through regular one-to-ones and performance reviews.
- Drive high performance and quality outcomes across telephony channels.
- Identify and manage performance risks, implementing solutions and continuous improvements.
Customer Service & Operational Delivery
- Monitor and improve the end-to-end customer journey within a call centre environment.
Respond effectively to changing business priorities and demands.
Stakeholder Engagement
- Build strong relationships with internal and external stakeholders.
Inclusion, Compliance & Improvement
- Create an inclusive team culture where diversity is respected and valued.
- Challenge unacceptable behaviours including bullying, harassment and discrimination.
- Ensure compliance with all security and information protection requirements.
- Identify and implement best practice and continuous improvement initiatives.
