Senior Operational Leader – Aberdeenshire & Moray

Job summary

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.

Job description

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 Jobcentres 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 Jobcentres, 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.

Person specification

Key Criteria

• Demonstrate strong and effective leadership, with the ability to communicate clearly, confidently, and enthusiastically to colleagues, partners, and stakeholders, driving positive outcomes and fostering a collaborative environment (Lead Criteria).
• Proven ability of leading and managing change, inspiring commitment and innovation from teams to achieve organisational objectives.
• Excellent networking and influencing skills, with experience in building and sustaining effective relationships to deliver shared goals across departments and with external partners.
• Strong analytical skills, including the ability to interpret and use data to inform decision-making and manage risk effectively.
• Outstanding communication and interpersonal abilities, with a history of building and maintaining strong working relationships with colleagues and senior leaders.
• Demonstrable experience in stakeholder management, particularly with senior stakeholders, and the ability to foster and sustain excellent stakeholder relationships.
• Exceptional planning and organisational skills, with the ability to prioritise and manage multiple tasks in a fast-paced environment while consistently meeting tight deadlines.
• Commitment to promoting, empowering, and encouraging equality, diversity, and inclusion in the workplace, supporting colleagues and creating opportunities for all.

Behaviours

We'll assess you against these behaviours during the selection process:

• Leadership
• Managing a Quality Service
• Communicating and Influencing
• Working Together

Benefits

Alongside your salary of £44,447, Department for Work and Pensions contributes £12,876 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

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 23 days on entry, increasing up to 30 days over time (pro–rata 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 year’s 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 Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.

Things you need to know

Artificial intelligence

Artificial 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.

Stages for applying See Candidate Pack for further details about each stage.

• Stage 1 – Civil Service Judgement Test. This is an online test which provides a measure of behavioural potential (the potential to perform behaviours effectively in the role) and self-assessed potential to progress (career aspirations and work engagement).

After submission of the first stage of your application you will be invited to complete a Civil Service Judgement Test. If you successfully pass the test, you will be invited to complete the final stage of the application.

Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23:55 on 29 January 2026. If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.

• Stage 2 - Written Sift – If you pass the Civil Service Judgement Test you will be invited to complete your application using a Personal Statement of 1250 words, which will be assessed against the Key Criteria. You will also be required to provide a CV. The CV is an on-line tool accessed through the Civil Service Jobsite and there is no requirement to upload your personal CV. Our CV element is short, and allows an initial check of eligibility, so please put the main content of your evidence and skills in your Personal Statement. Your CV allows you to summarise your education, work history, skills and experience which relate to the job you are applying for. In the event of a large number of applications we may only use the Lead Criteria in the person specification section to initially assess your application at the sift stage. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to the next stage.

• Stage 3 – Shortlisted candidates will be invited to attend a face to face Interview at Aberdeen Jobcentre. The panel will be a minimum of two people. The interview will assess behaviours & strengths.

Sift and interview dates to be confirmed.

Further Information

At the Department for Work and Pensions (DWP) we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.

Find out more about working for DWP on the DWP Careers Hub.

Reserve List

A reserve list may be held for a period of 3 months from which further appointments can be made.

If you are placed on a reserve list but we cannot immediately offer you a post, please note:

• If you are later offered the role you applied for, in a location you have expressed a preference for, and you decline the offer or are unable to take up the post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances (e.g. a contractual Part Time Working Pattern cannot be accommodated in the initial role offered or in cases of serious ill health).
• If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list.

Disability Confident Scheme

If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards.

Reasonable Adjustments

We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.

If you need a change to be made so that you can make your application, you should contact the Government Recruitment Service via DWPRecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the “Reasonable Adjustments” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Integrity, plagiarism and Civil Service Principles

The Civil Service values honesty and integrity and expects all candidates to abide by these principles.

Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words.

Examples of plagiarism can include:

• Presenting the work, ideas and experience of others as your own
• Copying content or answers from an online or published source that is not your own

Disclosure and Barring Service and Internal Fraud Database Checks

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure Scotland on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

If successful and transferring from another Government Department, a criminal record check will be carried out.

Important

New entrants are expected to join on the minimum of the pay band.

Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. If you are a current employee and are successful you must be able to be released from your current post within four weeks.

Those on protected TUPE/ COSoP terms and conditions applying on promotion or voluntary permanent level move will adopt DWP’s Terms and Conditions and this may have a different impact on pay and allowances. Please review this prior to acceptance of a role.

Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing. Accepting a post will be taken to mean acceptance of revised terms & conditions.

Civil Servants applying on promotion will usually be appointed to the salary minimum or within 10% of existing salary.

Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may, however, be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at the Childcare Choices Website.

Feedback

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : uc.scotlandrecruitment@dwp.gov.uk
• Email : uc.scotlandrecruitment@dwp.gov.uk

Recruitment team

• Email : dwprecruitment.grs@cabinetoffice.gov.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DWP by email: HR.BUSINESSASSURANCE@DWP.GOV.UK.
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Click here to visit the Civil Service Commission.

Attachments

Success Profiles Candidate Overview Opens in new window (pdf, 618kB)DWP Terms and Conditions January 2024 Opens in new window (docx, 24kB)442167 Candidate Pack - Senior Operational Leader Opens in new window (pdf, 639kB)