Counter Fraud, Compliance and Debt Directorate (CFCD) – SEO Senior Operational Leader – Southern Job at Department for Work and Pensions – Bristol


Reference number




£38,469 – £43,755 (Salary will depend on location)


Senior Executive Officer

SEO National, SEO Special Location, SEO London Other

Contract type


Business area

DWP – Service Excellence – Fraud, Error and Debt

Type of role

Operational Delivery

Working pattern

Full-time, Part-time, Part Year

Number of posts




About the job


Things you need to know

Apply and further information


Brighton, Guildford, Hastings, Worthing, Plymouth, Redruth, Truro, Bristol Lodge House

About the job


What we do

This is an exciting role at the heart of Counter Fraud, Compliance and Debt (CFCD), which was created in 2017 by the Permanent Secretary and Executive Team, as part of the departmental response to fraud and error. The Directorate is unique across DWP in that it has end to end ownership of all aspects of Fraud, Error and Debt, from policy/strategy and analytical insight right the way through to operational delivery via Investigation, Compliance, Interventions, Debt and National Insurance Number (NINo) teams.

This gives CFCD the opportunity to establish oversight and control of the main levers needed to improve the way we manage fraud and error in the Department for Work and Pensions. CFCD has over 10,000 staff but the role reaches across DWP. The Directorate aligns our strategic and operational functions, supporting DWP to deliver its objectives in identifying and correcting error, driving down fraud and using advanced analytics and insight to prevent fraud and error entering the system.

Regional Operations Teams are key enablers for the success of CFCD in doing the right thing on every case at an early stage to support the integrity of Welfare payments, identifying incorrectness, securing the gateway, and adopting a quality ‘no errors forward’ approach when routing cases through to Compliance and Investigations teams.

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.

Please refer to the Supporting Document attached which contains Job Description and Terms & Conditions

Job description

What will you be doing?

As a Senior Operational Leader, you will:
Lead and inspire an operational team of around 150 people based in multiple sites by being a visible and accessible senior leader

Translate business strategy into day-to-day operational service delivery, by explaining the CFCD vision and the Fraud, Error and Debt strategy, helping colleagues understand how their role fits and why what they do matters

Promote an inclusive and modern environment for all, listen to your people to create a culture where everyone feels valued and included so they can do their best work

Develop a strong customer focus in all elements of operational delivery providing the highest level of customer service

Use a range of communication channels and methods to engage and inspire your team to deliver the best service possible

Celebrate success consistently and maximise use of your annual reward and recognition budget

Motivate and effectively lead Team Leaders within your direct line management to ensure delivery of overall performance expectations, including meeting quality standards

Build capability throughout your team, ensuring colleagues have the skills, knowledge, and tools to do their jobs well

Promote a continuous learning culture, actively supporting use of apprenticeships and development opportunities for all

Proactively build great relationships and maintain regular engagement with key stakeholders to support better service delivery

Drive up people engagement, playing an active role in this, personally role modelling a commitment to wellbeing and inclusion

Ensuring diversity and equality policies are adhered to throughout all processes.

Consider your peoples’ ideas for change and involve them in the solution or explain why the change cannot be made

Be accountable for the effective utilisation of operational resources, delivering improved value for money and living within headcount driving out efficiencies

The post holder will, as part of their normal duties, be required to liaise directly with all grades, to build and maintain effective working relationships.


What we are looking for in our leaders?

Key Criteria:
You have strong and effective leadership experience with an ability to communicate with clarity, conviction and enthusiasm with large groups of colleagues, partners and stakeholders to drive positive outcomes (lead criteria)

You have experience and knowledge of leading large diverse teams through effective coaching and mentoring to improve service delivery

You are capable of driving performance improvement through proactive management of processes and ensuring compliance with performance management policies and procedures

You empower and encourage your people, providing real opportunities for people to develop their strengths and innovate

You role model a continuous learning culture, actively supporting use of apprenticeships and other learning and development opportunities

You have a knowledge of risk assessment processes, business continuity planning and diversity impact assessments

You have the ability to understand and engage with change and inspire and obtain buy-in from colleagues by encouraging discussion, initiative and ideas in support of the long term DWP vision

You can demonstrate resilience in overcoming difficulties and take ownership for resolving issue

You can effectively monitor performance, have sound analytical skills, and the ability to effectively interest and use management information to deliver against performance objectives while maintaining quality


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


Communicating and Influencing

Making Effective Decisions

Working Together


With great benefits including:
Generous annual leave plus bank holidays and one days leave for the Queen’s Birthday

Training and apprenticeships and up to 5 days’ personal development & learning allowance

Flexible working

Employee discount schemes

Free wellbeing support

Opportunities to make a real difference through joining forums, initiatives & charities

Interest free travel loans

Vodafone advantage discount scheme

Highly sought after civil service pension

Things you need to know


Successful candidates must pass a disclosure and barring security check.

People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours and Experience.

Additional Information

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this search:

Equality and diversity – Department for Work and Pensions – GOV.UK (www.gov.uk)

The ‘Great Place to Work for Veterans scheme’ makes it easier for veterans to join the Civil Service. For further information please go to the Civil Service Making the Civil Service a Great Place to Work for Veterans – GOV.UK (www.gov.uk) If you wish to be considered for inclusion in this scheme please email us direct at the following inbox once you have applied – [email protected]

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. For further information please go to the Civil Service Prison Leaver recruitment page on GOV.UK.

How to Apply

Stage 1- Apply

Please complete the application form and write up to 1250 words, detailing the relevant skills and experience you can bring to the role, based on the Key Criteria. Please pay particular attention to the lead criteria as if you do not demonstrate this on your application, you will not progress to interview stage.

More information on Success Profiles and Civil Service Behaviours can be accessed by clicking the links.

Stage 2 – Selection

If you meet the required standard and your application is successful, you will receive an invitation to a Microsoft Teams interview. This will be a Blended Interview where you will be asked a mixture of Behaviour and Strength questions. A Blended interview aims to be more of a conversation at interview offering an inclusive approach. The Strength and Behaviour based questioning explores what you can and have done, as well as your potential.

At interview you will be assessed against four Civil Service Behaviours (Level 3)


Communicating and Influencing

Making Effective Decisions

Working Together

The evidence you provide must relate to your own thoughts and experiences.

Feedback will only be provided following an interview.

Stage 3 – Offer

If you are successful at the interview stage, we will be in touch to offer you a role or confirm that you have been added to the Reserve List. Offers will be made in strict merit order with offers being made to the highest scoring candidates first.

If we are unable to offer you a role initially, we will place your name on a reserve list for up to 6 months. The reserve lists may also be used to offer future permanent opportunities which are considered similar in criteria and responsibilities, not necessarily restricted to the current locations included in the advert. They may also extend to permanent opportunities which arise across the wider DWP network. Any such offers would be made in strict merit order to all candidates remaining on the reserve list. The location and job role would be fully explained to you. Refusal of the offer would not change your reserve list position.

Further Information


For roles in Brighton –Brighton Windsor House will be a temporary location, before relocating permanently to either Brighton Queen Street or Worthing. Details of your permanent location will be provided to you on a regular basis as and when we can share them. Any change in working location will not affect hybrid working arrangements. If you have any questions relating to this, please contact us at the email address given below, however please note, at this moment we have no further details around timelines.

This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need, but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.


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.


If you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL ([email protected]) in the first instance. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission here to visit Civil Service Commission.

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

Nationality requirements

This job is broadly open to the following groups:
UK nationals

nationals of Commonwealth countries who have the right to work in the UK

nationals of the Republic of Ireland

nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)

relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service

relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service

certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements

Working for the Civil Service

The Civil Service Code 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.

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.

Apply and further information

This vacancy is part of the Great Place to Work for Veterans initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment.

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 :
SSCL Customer Hub Team

Email :
[email protected]

Telephone :
0345 241 5365

Recruitment team :Email :
DWP-[email protected]

Further information


About the Company

Company: Department for Work and Pensions –

Company Location:  Bristol

Estimated Salary:

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