Project Manager leading on HMRC Input and Output Communications Project

G7 Business Readiness Lead for CJRS

Business Change Manager working on the EU Exit Programme.

• Drive projects forward through the project life-cycle.• Partnering responsibility for delivery of projects or strands• Provide support and maintain appropriate governance to projects to safely deliver key change initiatives aligned to HMRC strategic vision.• Support the development of solutions to resolve business issues and ensure that project deliverables are fit for purpose • Support the wider CS change business to deliver its wider objectives by working in a flexible manner across projects and supporting corporate activities

*Managing crowds to avoid crushing and queue jumping.*Asking for proof of age or identification.*Searching people or bags for prohibited items like weapons/drugs.*Patrolling inside and outside the venue*Dealing with conflict*Dealing with emergencies*Supervising people as they leave the building*Co-operating with police, first aiders and management.*Managing the security team within the venue.

*Leadership, supervision and deployment of Assisted Service Coach’s (ASCs) and Customer Support Officers, including arrangements to cover absences. *Responsibility for the health and safety of all staff, claimants and visitors within the forum area. *Making decisions about whether a DWP claimant should be treated as vulnerable and dealt with accordingly. *Dealing effectively with complex queries and identifying individuals with complex needs or those that require additional support to enable them to access benefits and use our services, where appropriate handing off to the AJCS staff. *Ensure the ASC and their deputies have a sound level of knowledge of DWP services, Jobcentre functions, the Digital agenda, provider services, local labour market etc. *Manage WADs and WiFi usage and monitor to ensure that they are used for the intended purpose. Follow the escalation process when inappropriate use of WADs and or WiFi is identified. *Manage and promote jobsearch activity and use of digital services in line with policy and guidance *Manage the support given to claimants and monitor standards and quality of this advice. *Actively promote the use of all DWP on-line services or appropriate business telephone numbers by referring claimants to an appropriate self serve channel. *Manage the signposting of DWP claimants to digital and telephone channels in line with the Jobcentre Plus channels strategy. *Signposting to other local services (eg LA Local Welfare Scheme) and HMRC and other Government Departments as appropriate *Understand how actions impact on the wider Jobcentre functions and key performance areas. *Keep up to date with change and new initiatives. *Manage the issue of forms and leaflets as appropriate *Manage encouraging claimants to use more appropriate channels in future *Manage and provide information about Gov.uk website.*Lead a joint working approach to form a single “One DWP” customer service Team.

*Manage a team of Referral Support Officers.*Liaise with service users to ensure quality and productivity targets were being met.*Project manage implementation of new working procedures for teams based throughout UK.*Produce training materials to support implementation of new working prodedures.*Report to appropriate stakeholders on progress of implementation.*Promote the use of digital tools to continuously improve efficiency.

*Undertake fraud intelligence gathering activities using open source information.*Securely store intelligence to preserve the integrity of evidence.*Input fraud referrals to appropriate computer system.*Use intelligence scoring techniques when closing referrals.