Department for Science, Innovation and Technology
Triage Manager
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Job Summary
The Government Digital Service (GDS) is the digital centre of government. We are responsible for setting, leading and delivering the vision for a modern digital government.
Our priorities are to drive a modern digital government, by:
- joining up public sector services
- harnessing the power of AI for the public good
- strengthening and extending our digital and data public infrastructure
- elevating leadership and investing in talent
- funding for outcomes and procuring for growth and innovation
- committing to transparency and driving accountability
We are home to the Incubator for Artificial Intelligence (I.AI), the world-leading GOV.UK and at the forefront of coordinating the UK’s geospatial strategy and activity. We lead the Government Digital and Data function and champion the work of digital teams across government.
We’re part of the Department for Science, Innovation and Technology (DSIT) and employ more than 1,000 people all over the UK, with hubs in Manchester, London and Bristol.
The Government Digital Service is where talent translates into impact. From your first day, you’ll be working with some of the world’s most highly-skilled digital professionals, all contributing their knowledge to make change on a national scale.
Join us for rewarding work that makes a difference across the UK. You'll solve some of the nation’s highest-priority digital challenges, helping millions of people access services they need.
Job Description
As a Triage Manager, you will play a critical role in leading the operational teams responsible for reviewing fraud referrals, assessing risk and ensuring cases are progressed appropriately.
You will lead a team of Fraud Associates, providing day-to-day management, coaching and quality assurance to maintain high standards of performance
Working closely with the Senior Triage Manager and Investigations Manager, you will monitor operational performance, identify emerging fraud trends and risks, and support the continuous improvement of triage processes and controls.
This is an exciting opportunity for an experienced operational leader who is passionate about developing people, delivering quality outcomes and helping strengthen the government's response to fraud.
Person specification
You'll combine people leadership, quality assurance and operational oversight to drive performance, improve decision making and identify emerging fraud trends. Working alongside senior fraud leaders, you'll play a key role in building a high-performing operation that helps us stay ahead of fraud threats and deliver better outcomes for the government and the public.
As a Triage Manager You’ll
- lead a team of fraud triage specialists and support them to perform at their best
- create a positive, inclusive and high-performing team culture
- monitor team performance and ensure operational targets are achieved
- oversee quality control activities across the triage function, identifying themes, providing feedback and ensuring decisions meet agreed standards
- onboard, train and mentor new team members, helping them develop the skills and knowledge needed to perform effectively and confidently in their role
- identify emerging fraud trends, risks and vulnerabilities through case analysis and provide insight to senior leaders
- manage workloads and resources to ensure referrals are prioritised effectively
- support the development of triage processes, controls and operating procedures
- contribute to continuous improvement initiatives that strengthen fraud detection and prevention
- act as an escalation point for complex, high-risk or sensitive fraud referrals, working with investigation, data and intelligence teams to ensure appropriate action is taken
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As a line manager, you will be responsible for working with your members of staff to define their objectives, as well as managing their development and performance.
Essential Criteria
We're interested in people who:
- have experience leading and developing teams within a fraud, financial crime, investigations, intelligence or risk management environment
- can manage performance, quality and productivity to ensure fraud referrals are assessed consistently and in line with agreed standards
- have experience conducting quality assurance activity and providing coaching and feedback to improve fraud decision making and case handling
- can identify, assess and prioritise fraud risks using information from multiple sources and exercise sound judgement when making decisions
- have experience analysing fraud data, operational performance and emerging trends to identify risks, vulnerabilities and opportunities for improvement
- are confident acting as an escalation point for complex, high risk or sensitive fraud cases and making evidence-based recommendations
- can build effective relationships with fraud, intelligence, investigation and operational teams to support effective case progression and outcomes
Desirable Criteria
- Line management and target performance management experience
- Fraud or financial crime experience
- Candidate onboarding experience
Behaviours
We'll assess you against these behaviours during the selection process:
- Leadership
- Developing Self and Others
- Delivering at Pace
Alongside your salary of £39,850, Department for Science, Innovation & Technology contributes £11,544 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).
The Department for Science, Innovation and Technology offers a competitive mix of benefits including:
- A culture of flexible working, such as job sharing, homeworking and compressed hours.
- Automatic enrolment into the Civil Service Pension Scheme, with an employer contribution of 28.97%.
- A minimum of 25 days of paid annual leave, increasing by 1 day per year up to a maximum of 30.
- An extensive range of learning & professional development opportunities, which all staff are actively encouraged to pursue.
- Access to a range of retail, travel and lifestyle employee discounts.
- A hybrid office/home based working model where staff will spend a norm of 40-60% of their time in the office (minimum of 40%) over a month with flex dependent on balancing business and individual need.
Office attendance
The Department operates a discretionary hybrid working policy, which provides for a combination of working hours from your place of work and from your home in the UK. The current expectation for staff is to attend the office or non-home based location for 40-60% of the time over the accounting period.
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
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Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
After submission of the first stage of your application you will be invited to complete a Civil Service Verbal Test and Civil Service Management Judgement Test. If you successfully pass the test, you will be invited to complete the final stage of the application.
Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23:55 on 27/07/2026. If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.
There Will Be Maintenance For Online Tests On Sunday, 19th July. This Means You Will Be Unable To Access The Online Tests Between
BST (London) 4pm-7pm ET (US Eastern) 11am-2pm
If you are in the middle of a test when the maintenance begins, your progress will be paused. You will be able to resume your test from where you left off via your application centre once the downtime has ended. Please note that you will not be able to launch any new tests while the system is offline.
As part of the application process you will be asked to complete a CV and personal statement.
Further details around what this will entail are listed on the application form.
Please use your personal statement (in no more than 500 words) to tell us how you would be a good fit for this role by addressing the essential criteria.
Applications will be sifted on CV and personal statement.
In the event of a large number of applicants, applications will be sifted on the CV only.
Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.
The interview will consist of behaviour and strength questions, as well as a written exercise.
Sift and interview dates
Sift and interview dates to be confirmed.
Further Information
For further information on National Security Vetting please visit the Demystifying Vetting website.
Reasonable Adjustment
We are proud to be a disability confident leader and we welcome applications from disabled candidates and candidates with long-term conditions.
Information about the Disability Confident Scheme (DCS) and some examples of adjustments that we offer to disabled candidates and candidates with long-term health conditions during our recruitment process can be found in our DSIT Candidate Guidance. A DSIT Plain Text Version of the guidance is also available.
We encourage candidates to discuss their adjustment needs by emailing the job contact which can be found under the contact point for applicants section.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
If successful and transferring from another Government Department a criminal record check may be carried out.
New entrants are expected to join on the minimum of the pay band.
A location based reserve list of successful candidates will be kept for 12 months. Should another role become available within that period you may be offered this position.
Candidates who meet the minimum benchmark may be placed on a Reserve List for consideration for
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