Service Manager

Department for Work and Pensions

Apply before 11:55 pm on Sunday 1st August 2021


Reference number



£31,989 - £34,285


Higher Executive Officer

Contract type


Business area

DWP - Digital

Type of role


Working pattern

Flexible working, Full-time, Job share, Part-time

Number of posts



Blackpool, Manchester

About the job


Brought together in April 2020 in the shadow of a pandemic, Shared Channel Experience aims to lead the transformation of simplified experiences for colleagues and customers driven by life events and other user needs, regardless of channel or service line. Enabling safe, efficient, inclusive and consistent journeys across DWP.

The Shared Channels Experience Directorate is looking to:

1. Enable customers to interact with us through existing and new channels appropriate to their circumstances and delivering tailored services to improve our customer experience.
2. Enable a Single View of the Customer, particularly for agents.
3. Moving towards prevention whilst enabling secure self-service, straight through processing and automation for our customers.

Digital Channels, part of Shared Channels Experience, is made up of two Product Areas – Intelligent Automation Garage (IAG), Document Management and Next Generation Contact Centre (NGCC). These areas combine with a clear mission and mandate to transform the way in which DWP delivers customer facing services. To enable this mission, our teams are responsible for change, live run, development and strategic direction across our products.

We work dynamically based out of six Digital Hubs with diverse, dynamic teams focused on driving better outcomes. We know that a healthy work/life balance is not optional so we work hard to ensure all our team members are able to work to the rhythm of their lives and families (who obviously come first).

Next Generation Contact Centre operates one of the largest contact centre platforms in Europe, enabling 32,000 service centre colleagues from 17 separate Business Units to answer in the region of 70 million calls from citizens every year. Our challenge is to operate a resilient and stable service while improving our citizens experience by reducing the amount of time needed to handle these calls and, as much as possible, removing the need to contact us at all.

Job description

Service Managers collaborate with technical teams, support teams and business areas to ensure products are delivered to agreed performance targets in a cost effective and timely manner. The role and responsibilities will align to end-to-end support services, the end-to-end performance of a product(s) or a combination of the two, promoting service quality and customer user experience improvements. They act as an interface between Digital and third party suppliers, defining and articulating direction and working with suppliers throughout to ensure delivery of services to meet business needs whilst demonstrating best value.

The Service Manager is responsible for implementation, management and improvement of service management, and undertakes a range of key duties including reporting, incident management, problem management, relationship management, performance improvement and management of services to agreed service level agreement (SLA) and operational level agreement (OLA), working closely with all business areas across all levels to increase quality and drive improved end user satisfaction. On call support may also need to be provided.

The Service Manager analyses and resolves complex issues, enlisting support and escalating where appropriate to relevant IT service functions, and provides IT business support, procedural, guidance and training product support, making sure that Products and Services are delivering the best value for money in meeting business and user requirements.

Line management responsibilities, which would require setting objectives, managing development of others and acting as a point of escalation may also be included.


The roles and responsibilities for this role include, but are not restricted to the following:

• Develop stakeholder relationships and make sure that Products and Services are delivering the best value for money in meeting business and user requirements.
• Create, analyse, interpret management reporting to forecast, determine capacity, and trends on service demand and quality.
• Analyse and resolve complex issues, enlisting support and escalating where appropriate to relevant IT service functions.
• Work collaboratively with other Product/Service teams.
• Deliver and maintain the technology and non-technology based artefacts (e.g. letters, forms, policies, procedures, guidance, training) for the relevant Product/Service to ensure end-users are able to effectively and efficiently access and utilise the Product/Service.
• Support the investigation and resolution of technology and non-technology problems (procedural, guidance and training products) and issues to ensure the end-user experience is positive.


The ideal candidate for this role will be able to demonstrate the following essential criteria:

• Managing a Quality Service
Work with stakeholders to set priorities, objectives and timescales.
Successfully deliver high quality outcomes that meet the customers’ needs and gives value for money.
• Communicating and Influencing
Communicate in a straightforward, honest and engaging manner, choosing appropriate styles to maximise understanding and impact. Encourage the use of different communication methods, including digital resources and highlight the benefits, including ensuring cost effectiveness.
• Leadership
Ensure colleagues and stakeholders have a clear understanding of objectives, activities and time-frames. Take into account different individual needs, views, and ideas, championing inclusion and equality of opportunity for all. Consider the impacts of own and team’s activities on stakeholders and end users.
• Customer Service Management
Resolves user requests to a minimum of the agreed service level agreement.
Able to empathise with the end user. Uses customer-focused metrics to achieve a satisfying outcome.
• Delivering at Pace
Show a positive approach to keeping the whole team’s efforts focused on the top priorities.. Ensure the most appropriate resources are available for colleagues to do their job effectively.
• Relationship Management
Identifies key stakeholders and relationships and works with teams to build these. Understands how to work with stakeholders and contributes to improving these relationships.


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

  • Managing a Quality Service
  • Communicating and Influencing
  • Leadership
  • Delivering at Pace

Technical skills

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

  • Customer Service Management
  • Relationship Management


• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension

Salary Information

Salary for this role is Band Minimum - £31,989 and Band Max - £34,285

Our offer to successful candidates will be based on an assessment of your skills and experience as demonstrated at interview.

Existing Civil Servants who secure a new role on lateral transfer should maintain their current salary.

Existing Civil Servants who gain promotion may move to the bottom of the next grade pay scale or 10% increase in salary whichever would be the greater.

This role can be based out of our Blackpool and Manchester corporate hub locations.

The Department is committed to promoting flexible ways of working, whilst enabling the business to operate at maximum efficiency and will expect colleagues to work from a blend of locations, including some time working at home, as required. The corporate hub location will be the designated place of work and any remote or home working arrangement does not constitute a change to your designated place of work or contractual Terms and Conditions. Please be aware that this role can only be worked in the UK and not overseas.

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, Experience and Technical skills.
Stage 1: Application & Sift

As part of the application process you will be asked to complete a CV & personal statement. Further details around what this will entail are listed in the advert.

All applications will be assessed and sifted based on the essential criteria in the advert, using the information you provide in your completed application form.

The sift panel will use the information relating to your employment history (your CV) and your personal statement to assess your experience, skills and knowledge against the essential criteria.

When giving details of your employment history, you should therefore include details of the work and projects that you have been involved in.

Applications must include:

1. A completed Personal Details application form.

2. A curriculum vitae* including education, professional qualifications and full employment history, giving details of key achievements relevant to the skills and experience outlined in this job description.

3. A personal statement outlining, how you meet the essential criteria as detailed in the job advert in no more than 1250 words.


*Due to DWP’s use of anonymised recruitment practices it is not possible for applicants to upload/attach a CV; any information that you would customarily share on a CV should therefore be entered onto the application form. Please ensure you provide sufficient information to enable the sift panel to make an informed judgement about your suitability for this role.


Please include all other information that you would customarily provide when presenting a CV/Personal statement, as the sift panel use this information to assess your application.

DWP operates an anonymised recruitment process. When entering information relating to your employment history you will be asked to remove any personal details that could be used to identify you. This relates to name and contact details which might usually appear on your CV/Personal statement. Failure to do so will result in your application being withdrawn.

Stage 2 – Video Interview

Unless you are otherwise informed, the final stage of the process will be a video interview via Microsoft Teams where you will be assessed against the Behaviours and Technical Skills detailed in the advert.

Throughout the whole recruitment process – application and interview – the accuracy and clarity of your communication will be assessed.

Sift and Interview Information

Applications will be sifted at regular intervals from the date the posts are advertised, so please apply as soon as you can, do not wait until the end of the campaign.

Interview dates to be confirmed.

Reasonable adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via as soon as possible before the closing date to discuss your needs.

Complete the “Assistance required” 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.

Other information:

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

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.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstance 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.

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

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.

A reserve list may be held for a period of 6 months from which further appointments can be made.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is a basic check.

For meaningful checks to be carried out individuals will need to have lived in the UK for a sufficient period of time, to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. Whilst a lack of UK residency in itself is not necessarily a bar to a security clearance, and expectation of UK residency may range from 3 to 5 years. Failure to meet the residency requirements needed for the role may result in the withdrawal of provisional jobs offers.

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

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

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 :
Email :
Recruitment team :
Email :

Further information

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 here to visit Civil Service Commission

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