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.
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
  • Benefits

    •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 checks.

    Apply For This Job

    You can apply for this job externally via the button below.

    Apply for this job externally