About the job
East Midlands (England), East of England, London (region), North East England, North West England, Scotland, South East England, South West England, Wales, West Midlands (England), Yorkshire and the Humber
About the job
The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy. As the UK’s biggest public service department, we operate on a scale that is almost unmatched anywhere in Europe and most people in Britain come into contact with us at some point in their lives.
Service Planning and Delivery, within Service Excellence, is a fast paced and challenging, with a diversity of roles which include Change Delivery, Performance Insight, Contract Management and Design, Relationship Management and Delivery of customer service. Service Excellence exists to drive the best and most affordable service for those customers, by combining our transformation, planning and improvement skills with the knowledge and expertise of others across various strands of DWP business.
As a leader within DWP Performance Insight Team, you are accountable for the effective delivery of information and stakeholder delivery strategies across all channels through the management of performance teams, internal specialists, and project delivery. Performance Insight act as a key support function to the Directors General and Service, Planning and Delivery (SP&D).
The team works closely with enabling functions across DWP. This role also has high visibility with senior leaders across the organisation and involves engaging and influencing at the highest level within DWP. DWP will support you in developing your professional knowledge and skills for this role and future career development. For this role you may have the opportunity to undertake an Apprenticeship – further details are included in the candidate pack.
This is a fantastic opportunity to enable someone to broaden their knowledge and skills, operate independently across the Department, with a remit to influence senior leaders, and to drive and shape the Department’s operational performance within a fast-paced environment. A self-starter you will be confident being empowered to manage your own priorities and investigating various performance issues identified.
You will set clear standards and be a role model for these, empowering our teams to deliver business outcomes through development, collaborative working and performance management. You will foster relationships with our stakeholders and proactively provide expert advice, guidance and input. We are looking for people who can demonstrate our values and commitment, which are based around Collaboration, Resilience and Inclusivity.
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. We welcome applications from resourceful candidates who will help drive performance and deliver a positive and efficient service to our customers.
We are committed to the Civil Service ambition to become the UK’s most inclusive employer and we absolutely welcome and encourage applications from every part of our community, particularly from groups currently underrepresented in our workforce and those with protected characteristics.
This is an exciting and challenging role, working with multiple stakeholders, supporting work to deliver performance improvements across DWP.
As a Performance Insight Lead, You Will Act As a Key Support Function To The Directors General And SP&D, Providing a Clear, Cross-cutting View Of Service Delivery Performance Through The
Monitoring of performance
Provision of key insight and recommendations
Development and production of reports for the Secretary of State, Directors General and Service Delivery Directors to support and enable senior decision making.
Successful Candidates Will Have The Ability To
Build, manage and maintain high-level performance reports including those for Directors General and Secretary of State.
Provide evidence-based analysis, pulling information from a multitude of sources to offer meaningful insight on a range of performance and service-related issues.
Use large and complex datasets, investigating and analysing evidence to support the development of new measures / improvements to existing measures and associated standards.
Support the development of new and improved performance metrics though engagement with stakeholders and wider DWP community and networks.
Undertake performance deep dives by working collaboratively across DWP to understand, highlight and progress performance and service issues.
You will have used insights and trend data to escalate emerging issues and provide recommendations about resource deployment and efficiency improvement.
Be a resourceful self-starter, demonstrating a flexible and proactive approach to working in a fast-paced environment, contributing to high profile work strands that deliver high levels of performance and customer service.
Be proactive in seeking out opportunities to engage effectively with a broad and complex range of stakeholders, having the ability to influence and communicate effectively at all levels, and build credible and trusted relationships across organisational boundaries.
Essential Lead Criteria
A proven track record in using performance data to identify areas of risk/opportunity and the ability to turn these findings into a clear performance narrative.
The ability to respond quickly and accurately to ad-hoc requests from senior leaders, working to short deadlines when required and managing their own projects when priorities allow.
Experience in building credible and trusted relationships and confidently lead conversations across grades.
Further Essential Criteria
Working knowledge of MS Office tools including the ability to present, examine and analyse data and identify trends.
Excellent written and verbal communication skills, with a proven ability to deliver on-line presentations using various digital platforms.
You will be able to demonstrate a flexible/proactive approach when leading/operating within a team, with the ability to professionally challenge where needed to ensure successful outcomes.
Enhanced Excel or SAS Enterprise skills – ability to implement automation of data and to develop and deploy efficient data management protocols including Visual Basic for Applications programming skills.
Knowledge of benefit processes, guidance and the customer journeys.
Drafting and report writing skills.
Experience in producing reports for senior leaders.
The ability to speak Welsh is desirable for positions based in Wales.
We’ll assess you against these behaviours during the selection process:
- Changing and Improving
- Delivering at Pace
- Working Together
- Making Effective Decisions
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
Things you need to know
Selection process details
This vacancy is using
STAGE 1 Online Assessment
After submission of the first stage of your application you will be invited to complete a Civil Service Numerical Test and Civil Service Judgement Test. If you successfully pass the tests, 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 24th October 2023. If you fail to complete the online tests and full written application 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 Application & Sift
If you successfully pass the tests, you will be invited to complete the final stage of the application, the CV, and a personal statement of up to 1250 words. Further details about what this will entail are listed on the application form.
The 1250 word Personal Statement should be against the Essential Criteria as set out in the advert. There will be an initial sift of applications based on the Personal Statement only, so please ensure you evidence how you meet the Essential Criteria contained in the vacancy in this section. This will form a shortlist for interviews.
Should a large number of applications be received, an initial sift may be conducted using the Essential Lead Criteria: A proven track record in using performance data to identify areas of risk/ opportunity and the availability to turn these findings into a clear performance narrative. The ability to response quickly and accurately to ad-hoc requests from senior leaders, working to short deadlines when required and managing their own projects when priorities allow. Experience in building credible and trusted relationships and confidently lead conversations across grades. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.
Please do not submit a speculative application where you do not meet at least 50% of the essential criteria as these applications will be unsuccessful. Do not include Behaviour examples within your application as these will not be assessed in the sift and will only be used at interview stage. If there are a high number of applications we will sift against the lead criteria only.
STAGE 3 Interview
All candidates who are successful at the sift stage will undertake a single virtual video interview.
The interview will follow a blended approach which will help us assess candidates Behaviours and Strengths.
Sift dates are 26th October 2023 to 15th November 2023
Interview dates 29th November 2023 to 19th December 2023
A reserve list may be held for a period of 6 months from which further appointments can be made.
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
If successful and transferring from another Government Department a criminal record check may be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service/ 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 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
New entrants are expected to join on the minimum of the pay band.
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 you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.
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. 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.
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 hold a level 3 qualification (2 A levels or equivalent) then please bring your certificates with you to the interview if you have them.
At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.
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 Government Recruitment Service via [email protected] 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.
Feedback will only be provided if you attend an interview or assessment.
Successful candidates must pass a disclosure and barring security check.
People working with government assets must complete
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
- 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
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s
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.
Apply and further information
This vacancy is part of the
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction.
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
- Name : SPD Recruitment Team
- Email : [email protected]
Recruitment team :
- Email : [email protected]
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: [email protected].
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Click