Credit: PA

The Department for Work and Pensions is set to grow headcount at its next-generation technology unit by 20%.

The Digital Channels team, which currently employs more than 100 people, has a mission statement of “redesigning the way people interact with DWP’s digital services”. This includes overseeing the department’s robotics and automation work, as well document management. It also manages the DWP’s contact centre – which, with 28,000 operators, is reportedly the largest in the UK. The system is built on technology from comms vendor Genesys. 

The team currently has 19 new roles up for grabs, based primarily at the department’s offices in Blackpool and Manchester, with some posts also advertised in London, Sheffield and Newcastle. 

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In a blog post, members of the team flagged up the current recruitment drive.

Karl Alldred, senior product owner for the contact centre, said: “No two days are the same in the Digital Channels team as we work with suppliers and stakeholders from around the business to deliver against our product pipeline using agile techniques. This year alone we’ve launched a new identify and verification channel; launched workforce management solutions; delivered new accessibility services; introduced customer survey tools and introduced SMS notifications.”

He added: “And there’s much more on the horizon including telephony self-service; task handling; robotics process integration; video calling; speech analytic enhancements; and a new reporting suite.”

Roles on offer include £80,000-a-year lead product owner positions, as well as posts at various seniority levels for service designers, project, service and delivery managers, technical architects, and test and application engineers. Closing dates for applications range from 26 August to 2 September.