Universal Credit Service Innovation Lead Team Member

DWP helps 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. As part of Counter Fraud and Compliance Directorate (CFCD) you will be at the heart of DWP’s front line operations, helping to change people lives and supporting CFCD purpose of fighting fraud in the welfare system.  

CFCD is a great place to work where the leadership team are passionate about attracting the best talent whilst nurturing and valuing new and existing colleagues to be the best they can be. We are looking for people who can demonstrate our values and commitment to leadership which are based around Collaboration, Resilience and Inclusivity. We look for emotionally aware leaders who enable teams to be innovative, adaptable and flexible. We want you to be comfortable challenging the norm and finding daring and dynamic solutions that support our values and enable colleagues to shine in whatever role they do.  

The CFCD Universal Credit (UC) Support Team is a dynamic, national team undertaking diverse activities at pace to deliver continuous improvement to the fraud and error claimant journey whilst supporting CFCD operational colleagues. Testing new responses to mitigate risk in UC and identifying potential Annual Managed Expenditure (AME) savings, this is a high profile, challenging role, working collaboratively with a wide range of Cross-Directorate stakeholders, often on politically sensitive issues.

This is a National Team and occasional travel for meetings will be required, including possible overnight stays in UK locations.

Successful candidates can expect to be involved in a range of the following:

• Work collaboratively across Service Innovation Lead (SIL)/CFCD network to support CFCD colleagues through new and complex cases, clarifying processes and policy intent to help grow their understanding of Universal Credit. Promote self-service where support and guidance already available.
• Support colleagues at all grades to develop a confident understanding of UC.
• Triage issues raised by CFCD colleagues, effectively managing incidents, questions, and improvements through the SIL inbox providing coaching and feedback and escalating issues where necessary.
• Assist with preparing high level reports and Management Information (MI) for Senior Leaders to aid their understanding of the activities of the team.
• Identify trends in non-compliance and questions that could indicate widespread knowledge gaps and work with CFCD leaders to develop plans to resolve.
• Develop support products and deliver to colleagues through virtual platforms.