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 As a Senior Operational Leader in Debt Management, you will report to a Grade 7 and lead a team of Higher Executive Officers in a Contact Centre, setting priorities, driving performance and delivering business objectives.
You will lead managers through change, develop capability and promote continuous improvement , working with DWP and partner stakeholders to improve delivery and customer outcomes.
You will oversee performance, risk , compliance and resources , using management information to guide decisions, and embed new policies, processes and ways of working.
Occasional travel and overnight stays are required .
Key Responsibilities - Lead operational delivery, ensuring achievement of performance, quality and customer service objectives.
- Drive performance improvement and continuous improvement across areas of responsibility.
- Lead and support the implementation of business change, policies and operational processes.
- Develop and support managers to deliver high performance and effective people management.
- Build effective relationships with internal and external stakeholders to achieve business outcomes.
- Manage risk, compliance and governance requirements.
- Use management information to inform decision-making, resource planning and performance management.
Person specification Essential Skills and Criteria - Candidate will need to demonstrate - Transformational leadership in a complex, customer-focused environment, with clear communication, stakeholder influence and collaborative relationships to improve services and build an inclusive, high-performing culture. (Lead Criteria)
- Experience of leading large , diverse teams through others , balancing competing priorities through effective planning and organisation, and remaining accountable for (Second Lead Criteria)
- A track record of delivering change and continuous improvement, proactively managing processes and complying with performance management policies and procedures.
- Ability to coach, empower, develop and motivate people, encouraging innovation, continuous learning , apprenticeships and development opportunities.
- Knowledge of risk management and assessment, business continuity planning and equality impact assessments.
- Resilience, adaptability and sound decision-making in a fast-paced environment, taking ownership of problems and delivering positive outcomes with integrity, professionalism and personal credibility.
- Strong analytical and performance management skills, using evidence and management information to monitor and improve performance, manage risk, inform decisions and influence others while maintaining quality.
Debt Management Profession At DWP, we are committed to developing a skilled and professional workforce. As a member of the Debt Management Profession, a cross-government initiative, you will have access to:
- Debt Management-specific apprenticeships and professional qualifications funded by the Department.
- Continuous professional development opportunities.
- A job shadowing programme to support your learning and career growth.
- The Debt Skills Assessment Tool, which enables you to assess your skills and identify areas for development.
- A 3-tiered membership model which begins at Debt Profession Affiliate and progresses to Debt Professional and Accredited Debt Professional recognised across the 14 Debt related Government departments
The Debt Management Profession is designed to support colleagues in developing their knowledge and expertise, helping them to perform at their best and build rewarding careers within Debt Management. As part of the Profession, you will join over 9000 colleagues from 14 Government departments who all share the same objective of recovering funds for the public purse.
Behaviours We'll assess you against these behaviours during the selection process:
- Leadership
- Communicating and Influencing
- Making Effective Decisions
- Working Together
Benefits
Alongside your salary of 45,225, Department for Work and Pensions contributes 13,101 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).
DWP have a broad benefits package built around your work-life balance which includes:
- Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
- Generous annual leave at least 25 days on entry, increasing up to 30 days over time (prorata for part time employees), plus 9 days public and privilege leave.
- Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
- Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
- Family friendly policies including enhanced maternity and shared parental leave pay after 1 years continuous service.
- Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
- An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Womens Network, National Race Network, National Disability Network (THRIVE) and many more.
Things you need to know
Artificial intelligenceArtificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours, Strengths and Experience.
Ensure that you read the full information about the selection process thoroughly before starting your application . Please note the closing date for your full application (Application Form, CV and Written Statements) is 23:55 on10th November2026 Stage 1 Application Form Please co mplete the application form with your basic information, which includes your personal details, eligibility to apply and any reasonable adjustments required.
Stage 2 - Curriculum Vitae (CV) You will be asked to complete a CV with details of your job history, full qualification details, previous skills and experience.You are not required to upload your personal CV.
In the previous skills/experience section you should detail your employment and/or education history relevant to this vacancy(we recommend a maximum of 500 words). The CV will also cover your work history (we recommend you include up to the last 3 roles of employment history, plus any others that you feel are relevant) and your qualifications.
Your CV will not be formally assessed, so please put the main evidence of your skills into your
personal statement. Your CV will be used to add context to your personal statement.
Stage 3 Personal Statement and Sift As part of the application process, you will be asked to complete a personal statement in no more than 1250 words detailing the relevant skills and experience you can bring to the role, based on the
key criteria listed.
Please read and understand the key criteria thoroughly, as this is what your written evidence will be assessed against. Pay particular attention to the lead criteria and second lead criteria as if you do not demonstrate these on your application, you will not progress to the interview stage.
Your layout is entirely your preference; you may choose narrative, bullets, etc. You may choose to address each criterion separately; however . click apply for full job details
