Executive Officer DWP OperationsBirmingham job in Birmingham at DWP

Executive Officer - DWP Operations/Birmingham

Company: DWP

Location: Birmingham UK

Date Posted:May 02, 2018

Do you have a passion for public service? Would you like to make a difference to someone’s life? If so we would like to hear from you. DWP delivers services to 22 million claimants and customers a year. DWP is responsible for helping people move into employment, supporting pensioners and protecting some of the most vulnerable in our society. We help people lift themselves out of poverty and to stay out of poverty, through work, saving and support. This is a hugely important public service and our challenge is bigger than ever. We must become an extraordinary Department and we need people like you to help us deliver this. You will be perfect for this role if you are: • A good listener • Compassionate • Customer focused • Dedicated If you have these skills or are willing to learn, then this could be the ideal job for you. About the Job Your role could involve a range of duties and we are seeking people who are adaptable and flexible. Whether you are a Team Leader or a Decision Maker you will be expected to: • Help make ‘one DWP’ a reality by working collaboratively and building strong and proactive working relationships with colleagues in all parts of DWP and with wider Partners. • Provide clear leadership and direction; actively communicating key business priorities and providing feedback on progress ensuring people understand the business agenda and direction of travel. • Lead the team and manage team’s workload liaising with Operational Leaders to deliver team performance targets. • Undertake accuracy checks and authorise payments. • Act as a change agent, supporting the implementation of change and continuously championing the cultural change enabled by the Digital Service. • Follow the DWP Attendance Management policy and contribute to the target to reduce sickness absence. Liaise with the Demand Manager regarding exception requests. • Use insights from your team to suggest continuous improvements and new ways of working. • Manage people performance and coaching activity to improve the overall claimant experience and play an active part in the relevant performance development activities. • Monitor and manage claimant satisfaction with the service, taking appropriate action to resolve complaints effectively and recognise and reward compliments received. • Proactively manage adherence to schedule for telephony work, liaising as appropriate with Demand Management. Use intelligence from the Agent Work Schedule to assess the impact of changes and make informed decisions about staff requests for leave. • Making complex benefit decisions with the knowledge and correct interpretation of the legislation. Main responsibilities: • Lead, inspire and develop your team to deliver services to claimants in a transformational way. • Innovate and drive excellent customer service with and through your team.• Coach staff and identify their skills gaps, while you continue to develop yourself. • Work closely with the Service Centre Manager and other Service Centre leads to deliver performance targets. • Make timely decisions, based on the needs of the claimant, to refer them to appropriate support. • Obtaining further information/evidence where necessary to make accurate quality decisions – this could be by use of the telephone or written communications. • Answering Customer Service Officers’ complex technical queries. • Ensuring you achieve at least the minimum expectation levels/output of decisions and continually review requirements to ensure you achieve maximum value for money. • Actively managing your own workload in conjunction with team priorities and understanding clearance targets. Immediate vacancies are for 12 Team Leader and Case Manager roles. A waiting list will be maintained for 6 months and you could be offered a post in any part of DWP Operations.  View full job description
JobCentre Plus 12 months ago
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