Disability Services - Case Manager / Dispute Resolution Services - Decision Maker - EO National (Ref: 776)

Job summary

This campaign has roles in both Disability Services and Dispute Resolution Services. Successful candidates will be made offers in line with business requirements and there will not be an option to specify a particular role. Both roles are similar and focused on decision making :

There are 3 locations available. Whilst you are able to select up to 3 preferences, this is not mandatory and you should not choose any locations you are not prepared to travel or re-locate to at your own expense.

Candidates who are made an offer for any of locations they have expressed a preference for and decline or are unable to take up post within a reasonable timeframe will be withdrawn from the campaign.

Please note that these vacancies are not currently eligible for new applications for Visa Sponsorship on the Skilled Worker route, for any candidates who do not currently have permission to be in the UK as a Skilled Worker where they were sponsored before 4 April 2024, even if relying on tradeable points (including the new entrant tradeable points option) as they are not included in the published Immigration Salary List. This information is offered as guidance only, and we recommend that applicants seek specialist advice on their eligibility for Visa Sponsorship (if applicable) when considering whether to apply for any role.

We can never guarantee sponsorship for any role.

For candidates requesting to work in Liverpool Belle Vale , please note these roles will initially be based at Liverpool Belle Vale and will then move to Bootle Redgrave Court by September 2027

About the job

DWP are looking to fill Executive Officer roles in DWP, Work and Health, Disability Services and Dispute Resolution Services. Both are focused on decision making. These are key roles for people who have a positive attitude, a desire for public service and want to make a difference to people’s lives.

We welcome applications from candidates who demonstrate they have the right influencing and communicating skills to be responsive to the needs of a diverse group of customers, an ability to understand complex information and can make the right decision at the right time.

Both Services are responsible for delivering DWP services to millions of disabled customers across a product portfolio made up of Personal Independence Payment, Access to Work, Disability Living Allowance and Industrial Injuries Disablement Benefit.

Job description

If you’re looking for a career that makes a clear and positive difference to people’s lives, then a DWP Executive Officer role may be an ideal for you!

About us - Department for Work and Pensions GOV.UK

These are telephony‑focused roles , and as a valued member of a supportive and welcoming team, you will play a key part in delivering excellent customer service through inbound and outbound telephone contact.

While you will occasionally support customers digitally, the essential requirement of the Operational Delivery Professional role is telephony work.

You will be required to make a high volume of telephone calls whilst wearing a headset, providing clear, accurate and compassionate support to customers.

We are committed to creating an inclusive workplace and will consider workplace adjustments to support colleagues to perform at their best. However, as the essential requirement of the Operational Delivery Professional role is telephony work, any adjustments must still enable you to undertake the requirement of handling inbound and outbound telephone calls.

Your role will involve a range of duties, and we are seeking people who are adaptable and flexible. Typical duties may include:

• Take personal accountability for every customer you have contact with.
• To competently use the telephone as this is the primary means of customer contact through inbound and outbound calls.
• Active case management across different customer journeys, speaking with customers and their representatives on the telephone as the primary means of progressing cases, gathering information and resolving issues.
• Proactively engage with customers and representatives through inbound and outbound telephone contact, taking ownership of cases from end to end wherever possible.
• Through skilled communication, active listening and effective questioning, gather evidence, clarify customers' circumstances, to make informed decisions.
• Checking relevant legislation, guidance and policy to support fair and accurate decisions.
• Explain decisions and next steps, and build customer confidence throughout the claim journey.
• Consider each customer’s case as a whole and make the right decisions at the right time.
• Give clear and explainable reasons for your decisions.
• Maintain accurate records of activity and outcomes to support reporting and planning.
• Be polite and professional, treating customers with respect and adapting your behaviour to meet the needs of our diverse customers.
• Work on your own and as part of an inclusive and diverse team, building relationships, valuing the contribution of others and motivating colleagues to deliver a quality service.
• Take responsibility for your own development to improve competency and skills, supporting and coaching others to do the same.
• Protect Departmental and Customers’ personal information.
• Use a range of computer systems, telephony and digital platforms such as Microsoft teams.

Person specification

What we are looking for:

• A can-do attitude to deliver and do the right thing for the customer.
• An ability to communicate with colleagues and customers clearly and concisely verbally(via the telephone) and in writing to achieve the right result.
• An ability to identify problems; collate and interpret information - ask the right questions, problem solve.
• A good listener that is able to express empathy at the right time.
• Can demonstrate sound judgement and objective thinking.
• A self-starter that can work independently.
• A consistent learner who is proactive about enhancing and expanding skillsets.

The ability to speak Welsh is always welcomed.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Communicating and Influencing
• Working Together

Benefits

Alongside your salary, the Department for Work and Pensions contributes 28.97% towards you being a member of the Civil Service Defined Benefit Pension scheme. This means for your salary of £32,137 DWP contributes £9,310.08. Find out what benefits a Civil Service Pension provides.

We also have a broad benefits package built around your work-life balance which includes:

• Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
• Generous annual leave – at least 23 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave.
• Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
• Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
• Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.
• Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
• An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.

• All this is covered in DWP Employee Benefits: Discover what we offer
• Things you need to know
• 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.

Selection process details

This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours, Strengths and Ability.

How we will communicate with you

Throughout the selection process we will communicate with you electronically and/or by telephone.

Please ensure you regularly check your Assessment Centre account, as well as your spam/junk email folder.

Telephone calls may show as a withheld number, it is important that you answer so that your interview can be confirmed.

Stage 1- Apply

Please complete the application form and write up to 500 words providing examples of how things you have done in the past and your skills and experience help you demonstrate the Success Profiles behaviour Managing a Quality Service (Executive Officer - EO).

You may provide evidence taken from a work situation or somewhere else, such as work experience, volunteering, in connection with a hobby. You should choose examples that enable you to describe specific things you did and clearly demonstrate the behaviour.

A NOTE ON ANONYMISATION

DWP operates an anonymised recruitment process, you should remove any personal details that could be used to identify you. This relates to name and contact details which might usually appear on your Personal Statement. Failure to do so will result in your application being withdrawn.

More information on Success Profiles and Civil Service Behaviours can be accessed by clicking the links.

Stage 2 - Selection

Situational Judgement Test

After submitting your application, you will be sent an invitation with a link to complete an online Situational Judgement Test. This is designed to test your skills for the EO role.

The Situational Judgement Test is a timed exercise designed to see how you would naturally react in situations and how you would communicate with others . It consists of multiple-choice scenarios . You do not need any knowledge or experience specific to DWP to be able to complete the exercise, nor do you need any specific knowledge or experience relating to the scenario presented. You should allow 30-45 minutes to take the test.

You must complete and submit the test by the deadline stated in your invitation. If you do not complete and submit the test before the deadline, your application will not progress.

IMPORTANT: After the test deadline, we will look at all applicant scores to decide what the job’s pass mark will be. We will consider the impact on protected groups and the number of invitations to the next stage. We may decide to raise the pass mark for the job - if so, you will be informed, and you will be told if you have passed or failed at the raised standard. Meeting the minimum test requirements for a job level is no guarantee of an invite to continue the selection process.

Sift

Those candidates who meet the minimum required test score will have their written application form evidence assessed.

Depending on application numbers we may progress all candidates who have been successful at the online test through to interview without assessing the written application evidence

Interview

If you meet the required standard and your application is successful, you will receive an invitation to book a live interview time and date which will be held in Bootle L20 7HS and Ty Taf CF37 5YN.

While candidates will have the opportunity to book a preferred location, they must be willing to travel to