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

Job description

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they have expressed a preference for and decline or are unable to take up post within a reasonable timeframe will be withdrawn from the campaign.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 peoples lives.

We welcome applications from candidateswho 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 youre looking for a career that makes a clear and positive difference to peoples 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 willbe requiredto make a high volume of telephone calls whilst wearing a headset, providing clear,accurateand 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 throughinbound and outboundcalls.
• 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.
• Checkingrelevant legislation,guidanceand policy to support fair andaccuratedecisions.
• Explain decisions and next steps, and build customer confidence throughout the claim journey.
• Consider each customers 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 (prorata 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 years 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 Womens 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 jobs 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 attend an interview at this or an alternative location as required depending on availability of interview slots. Travel costs will not be reimbursed.

During your interview, you will be assessed against three Civil Service Behaviours (Executive Officer - EO level)

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

You will receive these questions in advance of your interview.

You will also be asked a series of Strength based questions, where we are looking to elicit your natural response to the question or statement.These are not shared in advance.

The evidence you provide must relate to your own thoughts and experiences.

Feedback will only be provided following an interview.

More information about the job roles and additional guidance on the selection process is available here.

Stage 3 - Offer

Offers will be made in merit order and business continuity.

Research and evaluation trial

DWP is conducting a trial to evaluate an automated tool designed to identify similarities between application content and help assess the effectiveness of controls that support the integrity of recruitment processes.

As part of this trial, DWP may use information contained within your application solely for testing and evaluation purposes. The trial will not influence, inform or determine the outcome of your application and will not form part of any recruitment decision.

Participation is entirely voluntary and choosing not to participate will not affect your application in any way.

Further information about how your information may be used for this trial is contained within the attached privacy information notice.

If you do not wish your information to be used as part of this trial, or if you subsequently wish to withdraw your agreement, please contact [email protected]

Further Information

At the Department for Work and Pensions (DWP) we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.

Find out more about working for DWP on the DWP Careers Hub / Executive Officer Recruitment , DWP

Reserve List

A reserve list may be held for a period of 6 months which we may also use to fill future similar vacancies.

If you are placed on a reserve list if your application is successful, but we cannot immediately offer you a post, please note:

• If you are offered the role you applied for, in a location you have expressed a preference for, and you decline the offer or are unable to take up post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances. (e.g. a contractual Part Time Working Pattern cannot be accommodated in the initial role offered or in cases of serious ill health).
• If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list.
• If you accept an offer of a post, you will be expected to withdraw from any reserve lists of campaigns you have applied for, with DWP, at this grade.

Disability Confidence

If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards.

Reasonable Adjustments

We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.

If you need a change to be made so that you can make your application, you should contact Shared Services Connect Limited via [email protected] as soon as possible before the closing date to discuss your needs.

Complete the Reasonable Adjustments section in the Additional requirements page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if youre deaf, a Language Service Professional.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Integrity, plagiarism, Civil Service Principles and the use of Artificial Intelligence (AI)

The Civil Service values honesty and integrity and expects all candidates to abide by these principles.

Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words.

Examples of plagiarism can include:

• Presenting the work, ideas and experience of others as your own
• Copying content or answers from an online or published source that is not your own

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.

The same applies to all stages of your application

Disclosure and Barring Service and Internal Fraud Database Checks

To process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service or Disclosure Scotland on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Shared Services Connect Limited of your intention by emailing [email protected] stating the job reference number in the subject heading.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicants details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

If successful and transferring from another Government Department, a criminal record check will be carried out.

Important

New entrants are expected to join on the minimum of the pay band.

Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. If you are successful you must be able to be released from your current post within 4 weeks.

Those on protected TUPE/ COSoP terms and conditions applying on promotion or voluntary permanent level move will adopt DWPs Terms and Conditions and this may have a different impact on pay and allowances. Please review this prior to acceptance of a role.

Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing. Accepting a post will be taken to mean acceptance of revised terms & conditions.

Civil servants applying on promotion will usually be appointed to the salary minimum or within 10% of existing salary.

Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may, however, be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at the Childcare Choices Website.

Hybrid Working

This role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work.

If a hybrid working arrangement is suitable for the role and for you, you will normally be required to spend a minimum of 60% of your contracted working hours from your DWP office.

If you have a disability, caring responsibilities, or other circumstances that may affect your ability to meet the minimum office attendance requirement, please discuss this with us using the contact details in this advert.

You will be required to work on site within the office during the training and consolidation periods full time.

Training

Part time and job share candidates will be required to work full time to complete and consolidate training, after which colleagues should be able to adopt their agreed working pattern.

DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled and qualified as determined by the business. To support this aim you may be required to undertake a work based qualification, which may be in the form of an apprenticeship, which will support you in further developing your professional knowledge and skills for this role and your future career development. The qualification can be undertaken in work time, you agree to take this job on the basis that you may be required to undertake a work based qualification; a candidates failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract.

Hours of work

DWP contracts are based on 42 hour week however you will work 37 hours (under certain circumstances 36 hours for existing DWP staff based in London).

All customers must receive a consistently good service no matter how or when they decide to contact DWP as such: You may be required to work at any time between the hours of 7.45 am and 8:00 pm on any day between Monday to Friday, and 8.45 am to 5:00 pm on Saturday.

A working pattern that meets business needs will be discussed and agreed once you have started. You will be given advance notice of your personal schedule.

Working pattern

New recruits will be required to work full time during the training and consolidation periods after which suitability for Hybrid working will be considered.

Part time and job sharing working patterns within working hours may be available but must meet business needs. We will do our best to let people with existing part time contracts retain their contracted hours provided they are in line with current business needs. Please note that successful part time and job share candidates may be required to work full time for specific periods to complete and consolidate training

Location

DWP is a family-friendly employer and part-time and term time working patterns may be available but must meet business needs.

Successful candidates will be appointed to a particular DWP office but may be required to travel regularly to other DWP premises or locations in the community that are within a reasonable daily commute from the home office.

We will discuss this further with you, if you are successful and at the point of agreeing your start date.

This vacancy is only for the locations shown above. If you are not within a reasonable daily travel distance of these locations, you would need to consider applying for other vacancies within your travel area.

Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed

Please note: We are not able to consider requests to move your application to other vacancies advertised elsewhere in the UK.

Complaints

If you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL [email protected] in the first instance. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission here to visit Civil Service Commission.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window) .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window) .

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants
Job contact :

• Name : Customer Hub Team
• Email : [email protected]
• Telephone : 0345 241 5365

Recruitment team

• Email : [email protected]

Further information

http://www.dwp-operational-recruitment.co.uk

Apply at advertiser's site