Job Description

Details

Reference number

325756

Salary

\xc2\xa329,500

A Civil Service Pension with an average employer contribution of 27%

Job grade

Executive Officer

EO National

Contract type

Permanent

Type of role

Operational Delivery

Working pattern

Full-time, Part-time, Part Year

Number of jobs available

25


Contents

• Location About the job Benefits Things you need to know Apply and further information

Location

Middlesbrough Central
About the job

Job summary

About the job Decision Making DWP are looking to fill Executive Officer roles in DWP, Work and Health Decision Making Directorate. These are key roles for people who have a positive attitude, a desire for public service and want to make a difference to people\xe2\x80\x99s 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. About us - Department for Work and Pensions GOV.UK

Job description

Successful candidates can expect to be involved in a range of the following:

• Make decisions on complex cases relating to labour market, benefit entitlements, Work Capability Assessments (WCAs), Habitual Residency Tests (HRTs) reconsiderations and appeals.
• Update claimant accounts with the outcome of decisions, gather evidence, examine the facts and consider the relevant legislation in order to make a decision on each case
• Participate in continuous service improvement by providing relevant feedback.
• Make critical and robust decisions across all parts of the Universal Credit claimant journey
• Critically analyse and interpret data to make effective decisions
• Maintain knowledge of DWP legislation, labour market policy and Decision Making and Appeals (DMA) processes.
• Consider each claimant case, using all available information and requesting more detail or evidence if required
• Be mindful of the claimant experience when discussing and explaining decisions.
• Provide excellent customer service, considering a claimant\xe2\x80\x99s individual circumstances including complex needs, when communicating with them.
• Demonstrate strong telephony and digital communication skills with a diverse range of claimants, some with very complex needs.
• Have the ability and resilience to handle sensitive and challenging situations with all claimants.
• Use the service to deliver strong case management by checking outstanding work to identify, prioritise and complete work as effectively as possible.
• Inform Case Managers and Work Coaches about decisions made following their referrals by issuing appropriate notifications and by taking a once and done approach to assist claimants where able.
• Do the best thing for each claimant and ensure each claimant receives the correct amount of UC, at the right time.
• Stay informed about changes within the service and have an impact on future service developments
• Take ownership of personal development and continuous service improvement activity by self-service digital learning, communications tools and in-context prompts in the service.
• Follow the Universal Learning principle of accessing self-service guidance and in-context prompts at the point of need.
• Take appropriate action to encourage and support the reporting and logging all incidents of Unacceptable Claimant Behaviour

Person specification

To be successful you will need to demonstrate effective communication skills across a wide range of diverse customers, along with the ability to understand and translate complex information into clear, succinct explanations for the customer. You will also need to learn to use a range of computer systems and be required to handle telephone queries, some of which may be sensitive. You will need to have:

• Strong written and verbal communication skills
• Ability to collate and analyse information \xe2\x80\x93 ask the right questions and solve problems
• A good listener who is able to express empathy at the right time
• Demonstrate sound judgement and objective thinking
• A self-starter that can work independently and stay organised
• A team player that can collaborate with colleagues to solve problems or develop new thinking
• A firm commitment to being an inclusive colleague

Please note: Near miss offers may be made at Administrative Officer (AO) to candidates who do not meet the required standard for Executive Officer (EO). These roles may be permanent or Fixed Term appointments dependent on business requirements.

Behaviours

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

• Communicating and Influencing
• Managing a Quality Service
• Making Effective Decisions

Benefits

Alongside your salary of \xc2\xa329,500, Department for Work and Pensions contributes \xc2\xa37,965 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

With great benefits including:

• Generous annual leave, plus bank holidays
• Flexible working patterns available
• Competitive maternity, paternity, and parental leave
• A Civil Service pension with an average employer contribution of 27%. Alongside your salary of \xc2\xa329,500 DWP contributes \xc2\xa37965 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
• Employee Assistance Programme with emphasis on wellbeing
• Career and Personal Development through Operational Delivery Profession
• Employee discount schemes

Things you need to know

Selection process details

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

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 Civil Service Behaviour Communicating and Influencing (Level 2). 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. 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. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action. More information on Success Profiles and Civil Service Behaviours can be accessed by clicking the links. Stage 2 - Selection 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. 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. If you pass the Situational Judgement Test your written application form evidence will be assessed. If you meet the required standard and your application is successful, you will receive an invitation to a pre-recorded interview. 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 You will be assessed against three Civil Service Behaviours (Level 2)

• Communicating and Influencing
• Managing a Quality Service
• Making Effective Decisions

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 role and additional guidance on the selection process is available here. Stage 3 - Offer If you are successful at the interview stage, we will be in touch to offer you a role. This role will be based at Middlesbrough Central. Offers will be made in merit order and business continuity. Candidates should note that if successful in this campaign, you will be expected to remain in post for a minimum of 18 months before applying for any other lateral moves within DWP. Reserve List You may be placed on a reserve list if your application is successful, but we cannot immediately offer you a post, please note:

• If you accept an offer of a post, you will be expected to withdraw from any other reserve lists of campaigns you have applied for, with DWP, at this grade.
• 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*.
• 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.

Note - Exceptional circumstances could be when a candidate has requested a contractual Part Time Working Pattern and this pattern cannot be accommodated in the initial role offered or in cases of serious ill health. Further Information We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this search: Equality and diversity - Department for Work and Pensions - GOV.UK (www.gov.uk) The \xe2\x80\x98Great Place to Work for Veterans scheme\xe2\x80\x99 makes it easier for veterans to join the Civil Service. For further information please go to the Civil Service Making the Civil Service a Great Place to Work for Veterans - GOV.UK (www.gov.uk) If you wish to be considered for inclusion in this scheme please tick this box when applying. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. For further information please go to the Civil Service Prison Leaver recruitment page on GOV.UK. DWP is a family-friendly employer and part-time and job-sharing working patterns within these hours may be available but must meet business needs. Successful part-time candidates will be required to work full-time for specific periods to complete and consolidate training. Training and consolidation will usually be conducted in the office. The full-time working week for DWP is 37 hours. You may be required to work at any time between the hours 8am and 8pm on any day between Monday to Friday and 9am to 5pm on Saturday. You will be given advance notice of your personal schedule. Some of these roles 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. The number of days that anyone will be able to work at home will be determined primarily by business need, but personal circumstances and other relevant circumstances may also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post. 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. working pattern, mobility, pay, allowances. 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. Location This role will be based at Middlesbrough Central -TS1 2BA 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 commute from the home office. Job offers will be made in merit order. If you are successful and your selected location(s) have been filled at the time of offer, DWP may offer you a role from other locations within a reasonable travelling distance of your home. Training Please note that successful part time and job share candidates may be required to work full time for a number of weeks to complete and consolidate training. Apprenticeships DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled and qualified \xe2\x80\x93 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 candidate\xe2\x80\x99s failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract. Complaints If you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL DWP-customer_Hub@gov.sscl.com mailto: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 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.
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 :
  SSCL Customer Hub Team
  Email :
  DWP-Customer_Hub@gov.sscl.com
  Telephone :
  0345 241 5365

Recruitment team

• 
  Email :
  DWP-Customer_Hub@gov.sscl.com

Further information

http://www.dwpjobs-eorecruitment-microsite.co.uk/