Universal Credit Operational Leader - North Scotland

Job summary

You should not apply for the role in this location unless you are prepared to travel or re-locate to at your own expense. Candidates who are made an offer and decline or are unable to take up post within a reasonable timeframe will be withdrawn from the campaign.

Please note that these vacancies are not currently eligible for new applications for Visa Sponsorship on the Skilled Worker route, for any candidates who do not currently have permission to be in the UK as a Skilled Worker where they were sponsored before 4 April 2024, even if relying on tradeable points (including the new entrant tradeable points option) as they are not included in the published Immigration Salary List. This information is offered as guidance only, and we recommend that applicants seek specialist advice on their eligibility for Visa Sponsorship (if applicable) when considering whether to apply for any role.

About the job

Job summary

• Do you have a passion for delivering exceptional customer service, helping positively change lives in your local community?
• Do you enjoy working full time on site, leading and coaching a team to deliver quality service in a face-to-face office environment?
• Are you looking for a public service leadership role at the centre of operations, leading the delivery of Universal Credit on the high street?

If so, we would like to hear from you!

As part of the DWP Operational Delivery you will be at the heart of DWP’s front line operations helping to change people lives in our communities from around the 20 million plus customer base.

DWP is responsible for:

• helping people to move into work and supporting those already in work to progress, with the aim of increasing overall workforce participation.
• 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.

This rewarding role in Universal Credit operations offers a range of benefits including competitive salary, pension, flexible working, employee discount schemes, and a range of development programmes including professional learning and accreditation.

About us - Department for Work and Pensions GOV.UK

Job description

Operational Leaders are accountable for creating an environment to support the flexible, effective, personalised delivery of customer service to those receiving support via Universal Credit.

You will lead a team of 12-15 Jobcentre colleagues, across locations of Buckie and Banff or Dingwall and Invergordon, to support a caseload of customers to move closer to, or into work, ensuring performance measures are achieved and quality standards are met.

One role will be based in Buckie Jobcentre with regular travel between there and Banff Jobcentre. One role will be based in either Dingwall or Invergordon Jobcentres with regular travel between both sites.

You will be office-based (these are not hybrid / home-working roles), with travel between Jobcentres and within the community required.

This is a fast-paced role, where you will be faced with challenging circumstances whilst supporting some of the most vulnerable in our society, requiring resilience and strong, adaptable leadership skills.

Leadership behaviours that show a caring, inclusive, flexible, adaptable approach will be key to your success. Enabling your teams to explore options and identify solutions to achieve successful business outcomes is critical for this role.

You will gain knowledge of the local labour market and sustain various relationships across the organisation, other government departments, and partner organisations to support the effectiveness of your team and the service provided to customers.

You will also take into account the impact of devolution in Scotland.

You will be responsible for managing the workload of your team and undertaking first line manager tasks such as regular discussions with your team members relating to wellbeing, performance, development, and career aspirations. Your role also includes applying and making decisions in line with DWP People Policies.

Person specification

In this role we are looking for people who will:

• Inspire front-line teams to deliver the best for our customers.
• Encourage innovation and deliver high performance using data insights and coaching techniques.
• Be leaders who will communicate with clarity and purpose.
• Make fair, sound decisions.
• Understand the strategic landscape, devolution and localism plans to deliver successful business outcomes through collaboration with external stakeholders.
• Manage multiple tasks and prioritise effectively.
• Lead people through change, ensuring our teams are adaptable and flexible to support efficiency and improve service delivery.

Key Criteria (to be covered in the Personal Statement)

Candidates must be able to demonstrate the following:

• Strong leadership and coaching skills, with the ability to inspire, encourage and influence teams. (Lead criteria)
• Ability to create an engaging and inclusive environment, empowering others to deliver excellent customer service through coaching, listening, and acting on feedback.
• Ability to critically analyse data and insight, to identify areas for action and involve others in developing solutions.
• Ability to work flexibly and at pace to meet changing priorities.
• Confident decision making, with a firm and fair approach to line management responsibilities using people policy and procedures.
• A commitment to continued self-development and to recognising and supporting the development needs of others.
• Experience of building collaborative working relationships with colleagues and stakeholders to achieve business objectives.

Behaviours

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

• Leadership
• Managing a Quality Service
• Making Effective Decisions
• Working Together

Benefits

Alongside your salary of £38,772, Department for Work and Pensions contributes £11,232 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.

Stage 1 - Application

Initially you will be asked if you have the right to work in the UK and meet Civil Service nationality requirements and your personal details. (if you are successful after interview you will be asked to provide documentation to prove this. This will include proof of ID, including photo ID or equivalent biometric passport/share code and proof of address).

For more information on job nationality requirements and the right to work in the UK, see the Civil Service Nationality rules Civil Service recruitment: nationality rules - GOV.UK and the UK Visas and Immigration rules UK Visas and Immigration - GOV.UK

Stage 2 - On-Line Assessment

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).

You will need to pass the Civil Service on-line test to progress through to CV, written sift and interview.

Once you submit your answer at the end of the test you will not be able to change or update your response.

Before you begin, please ensure you are in a suitable environment with a stable internet connection and there are no issues with your device. If your test is interrupted for any reason, you will not be able to retake it.

Our online test supplier will be performing scheduled maintenance between Midday and 1 p.m. on 21st June 2026. You will be unable to access tests during this period. If you are in the middle of a test when the maintenance begins, your progress will be paused. You will be able to resume your test from where you left off via your application centre once the downtime has ended. Please note that you will not be able to launch any new tests while the system is offline

Stage 3 - A name blind CV

We will ask you to provide your CV in an anonymised format. This will remove information that could identify you, such as your name, age or gender. The CV is an on-line tool accessed through the Civil Service Jobs site 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. Your CV will not be assessed.

Stage 4 - Personal Statement

The written sift will be conducted using evidence from your Personal Statement and will be assessed against the Key Criteria above.

Please complete up to 1250 words providing examples of how things you have done in the past and your skills and experience help you demonstrate the Key Criteria requirements.

The layout is entirely your preference; you may choose narrative, bullets, etc. You may choose to address each criteria separately, however, one narrative example may cover and evidence several Key Criteria. You do not have to explain the full process, just what you have done and the skills and experience you have used. Share with us what makes you suited to this role and why. What you can do, the skills you have that are transferable and the life experience or passion you have that are linked to this role.

In the event of a large number of applications we may use the Lead Criteria, "Strong leadership and coaching skills, with the ability to inspire, encourage and influence teams" to initially assess your application during the Sift stage. In this instance candidates who pass the initial Sift will be progressed to a full Sift.

We recognise that AI may be helpful when applying for this role, but it is important to use it in the right way. Read our DWP AI Candidate Guide on how to make the best use of GenAI while ensuring your application remains authentic and effective.

Stage 5 - Interview

If you pass the written application sift with the required score you will be invited to a blended interview and will receive an electronic notification to your Civil Service Jobs account. Interviews will take place face to face at Inverness Jobcentre.

If you require any reasonable adjustments to attend an interview, please ensure you state this on your application form when asked to do so.

Preparing for Interview

The interview will take approximately 45 minutes and will consist of behaviour and strength-based questions. A blended interview aims to be more of a conversation offering a more inclusive approach. The questioning explores what you, the candidate, can and have done, but also your potential.

You will be assessed against your experience and the Civil Service Behaviours listed below at level 3.

• Leadership
• Managing a Quality Service
• Making Effective Decisions
• Working Together

Sift and Interview dates to be confirmed.

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

Visa Information

We strongly recommend that applicants consult with an immigration specialist or qualified advisor to assess their eligibility for Visa Sponsorship before deciding to apply. Please note that while we consider sponsorship requests in accordance with current DWP guidance and Home Office policy, sponsorship cannot be guaranteed.

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.

DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled and qualified – as determined by the business. To support this aim you may be required to undertake a work based qualification, which may be in the form of an apprenticeship, which will support you in further developing your professional knowledge and skills for this role and your future career development. The qualification can be undertaken in work time, you agree to take this job on the basis that you may be required to undertake a work based qualification; a candidate’s failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract.

Important

If you hold a level 3 qualification (2 A levels or equivalent) then please bring your certificates with you to the interview if you have them.

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, 635kB)DWP Terms and Conditions January 2024 Opens in new window (docx, 48kB)CS_Behaviours_2018 Opens in new window (pdf, 998kB)463027 HEO Candidate Pack - North Scotland (1) Opens in new window (pdf, 865kB)