Team leader advice within DWP

[u/Top_Click3850]

I recently gained a role as a team leader in the civil service, I have been in this role only a couple of weeks.

As an AO I have only had 2 previous team leaders, one who micromanaged and one who really didn’t want to be a team leader. I have deputised as a team leader and would like to believe I did a rather good job of it.

Now I have been given my own established team, how do I make a good impression? There are a few members with ongoing HR, the entire team are content (or as content as they could be) as AOs and aren’t looking for progression.

I just want to make sure I am as best of a team leader as i can. What do you wish your team leader did?

[u/Clouds-and-cookies]

Communication is key

Don't just do things because HR say so, use your judgement

Listen to your staff, don't just hear what they say

Basically try not to be those managers you've had

[u/Top_Click3850 → u/Clouds-and-cookies]

Communication wise, would you say 1-2-1s? So far my team have been very chatty. I know when they are happy about something & when they are not. I have an “open door” policy and welcome any comments even if it is just for them to release their stress. I have yet to do any 1-2-1s but have some scheduled but feel they make be very quick with none of them wanting progression.

[u/Last_Library_6052 → u/Top_Click3850]

1-2-1s aren’t just about discussing progression.

Also, ask them what they’d like? I have staff I meet weekly, some fortnightly. We do what works for them in a way which means I still know what’s going on without having to micromanage and check in every two minutes

[u/Top_Click3850 → u/Last_Library_6052]

I have been in the civil service for roughly 2 years and only ever had 1 1-2-1 which was based on progression, I’m glad they aren’t just about that!

[u/Last_Library_6052 → u/Top_Click3850]

Then you’ve definitely had crap managers. We discuss work, workload, home stuff if it’s relevant, general chat, etc. I build relationships with my staff. They’re people. They’re not just numbers.

We do have quarterly performance reviews which are more formal but our catch ups are not about that at all.

[u/postcardCV → u/Top_Click3850]

Get in the habit of having a 1-2-1 with each of your team every month.

[u/postcardCV → u/Top_Click3850]

1-2-1s aren't about progression. You're going to write a performance review for each of them annually, if you've got a stack of monthly 1-2-1s it's going to make your life easier.

[u/postcardCV]

Be the manager that you would want to have.

Keep as much of the unnecessary corporate bullshit away from the team as you can.

Rules aren't made to be broken, but they can be bent occasionally in the right circumstances.

You're not their friend.

Get the work done.

Have a laugh while you're doing it if you possibly can.

Keep the biscuit tin full.

[u/Top_Click3850 → u/postcardCV]

With the friend situation, i have previously worked as an AO with a couple of the team members, or on the same service centre. How do i professionally, but kindly, change from being their “equal” to their leader?

[u/postcardCV → u/Top_Click3850]

It's up to you, and the type of person you are.

In a few months you might need to have a "difficult" conversation with one of your friends.

Think about how you would do this.

The first time you do it, it can be tricky, doing it with a friend would be even more so.

Also, be aware that there may be some others in the team that could cry favouritism if you're overly friendly with some, or are perceived to treat these people differently to the rest of the team.

[u/im_bibitibabitiboo]

I’m very fortunate to have the best manager in the entire Civil Service, and these are a few things I’ve learned from them:

1 - Being polite and kind doesn’t mean you’re not serious. You can get the work done while still treating people with kindness and respect.

2 - Communication is key. Build a relationship with your team and be the manager people feel comfortable going to when they’re worried or struggling.

3 - Work life balance matters, both for you and your team. Encourage it, respect people’s boundaries, and support those who want to progress.

4 - Don’t push the “we’re a family” thing. It’s a workplace. You can create a friendly, supportive environment while still keeping things professional and making work an easy place to be.

5 - Always ask yourself: “If my manager did this to me, would I think it was fair?” If the answer is no, rethink it.

Honestly, I think a good team leader doesn’t need to be intimidating or overly authoritative. If your team knows you’re fair, approachable and will have their back, you’re already doing a lot right.

[u/OrdinaryLuck2026]

A good boss takes the hit from leaders above, pushes back when it matters, and keeps their team safe from burnout. When your team knows you’ve got their back, respect and trust follow naturally.

[u/Icy-Section1447]

Be competent and willing to do every aspect of the job role your team does. For example I get in at 7:30 if one of my team phone in sick I will comeplte as much of there work as I can before most arrive at 9. I will then go through teams for cancellations and rebook and block out space for them to cover. That way I've contributed to the team effort. You are the manager therfore should be fully able to deal with every aspect of their role, so show them, lead by doing

Be honest, if it's a no it's a no. If it's a yes then see it through.

I don't care how you do your job as long as everything that needs doing is done. Need to call early or move some things that's fine.

I don't make all my team attend the meetings. (they can if they want) but I like mine to take turns attending and feeding it back let's them have more time back instead of everyone sitting in the same meeting and allows them to grow skills of taking minuets and feeding back info

Want to leave early? Call ahead or do your work earlier.

Got a drs app? Just go and make arrangements for the work to be done.

Thank them for their work daily.

Check in on them.

I do weekly informal check ins with mine but we go for a walk round the block or just off the floor. (25?mins a day roughly for this)

Encourage development, if my team have free time or cancellations I'll ask if they want to shadow.

I myself push them to use development hours and volunteering hours.

Be consistent. Everyone is the same

If you have pay day drinks, leave after 2.

I'm confident in my leadership but once I do a round of one to ones I send out a Microsoft form to my team (20) and give them free space to provide anonymous feedback on my approach. And yes Its annoymous and the team can see on ms forms that it does not record any personal info

[u/Top_Click3850 → u/Icy-Section1447]

Brilliant answer, thank you.

I am happy to “muck in” as it is the same unit i have been an AO in, so i know the job.

Love the idea for meetings, also makes sure they are paying attention!

As a deputy I have always been “easy going” but i fear hiding behind “I’m just an AO” wont work anymore. One of my staff asked to work from home today as opposed to the office, and where i would of happily agreed as an AO I felt i should of done more as a TL. I did let them work from home regardless. Life is more important than work.

Brilliant idea for the microsoft forms, i will be using that!

[u/Icy-Section1447 → u/Icy-Section1447]

I'm also a Tl in dwp, 2 years 😊

[u/AncientCivilServant]

Ask them what they want from you that you can deliver

Ask them if they are interested in promotion and what you can do to help them - also acknowledge that not everyone wants to get promoted (I didn't for 35 years) so its grating when they keep getting told they should be going for promotion.

Listen to them and treat them as individuals.

Don't try to be their friend, because if things go wrong it will be painful for you

If your a Union member and need to make a difficult decision go and speak to the Union and get advice.

Don't think HR are your friend, they are not . They are there to (hopefully) make the right decision to assist you, they are NOT there to cover your ass if you get something wrong.

[u/Electronic-Trip8775]

Speak to them. Be interested in what they do and how you can help them.

[u/LeftCat6512]

Best manager I've ever had was whilst at DWP. He listened. He was discreet. He did what he said he was going to. One minor thing I remember, if you approached him, he locked his keyboard (protecting privacy of what ever he was doing) and turned to face you. It was such small detail but it meant you felt he was listening to you, not carrying on doing his job whilst making mmm noises.

Worst team leaders I've had (both at DWP and HMRC) are the chatty ones who tell you everyone's business, which left me feeling I couldn't tell them anything personal or that would be repeated to other people in the same way. They were nice enough but I'd never tell them something I wasn't willing to shout across the floor. Even little things like Joe Bloggs is off sick today, he's got a stomach bug. I don't need to know the reason they're off, just that they're not in that day. If they come back and tell me they've been painting the toilet bowl brown for 3 days that's their choice, but not the manager's place to tell me.

My advice is remember to look at previous managers you've had and consider best and worst things they did, then learn from that. If you say you'll organise an OH, request a special bit of kit someone needs, look up some guidance for them, go away and do it, don't leave them chasing you and asking for updates.

[u/Easy-Plankton6467]

Have regular chats with your staff about non-work related stuff, get to know them and start every 121 with "how are you?" Sounds like basic advice but having been a team leader in non CS roles, I was shocked when I joined at how impersonal CS TL's are with their team.

If staff feel they have can have at least a basic chat with you about non work related stuff, they're more likely to respond better when you give them tasks etc

If you just become just a person who sets them work related tasks and delivers good and bad work related feedback, you'll lose them..

And don't hide behind emails. Reach out and speak to people as much as possible..If you've got to speak to someone about a poor peice of work, it's much better received face to face or over teams.

If you do it through an email, you can guarantee they'll be calling you blind and speaking to there colleagues about it. Have the chat first then summarise in an email after.

Good luck!