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Executive Officer

3 months ago

Glasgow, Glasgow City, United Kingdom Department for Work and Pensions Full time

Details:

Reference number:

Salary:

- £28,117
Job grade:

  • Executive Officer
    Contract type:
  • Permanent
    Business area:
  • DWP
  • Work and Health Services
  • Decision Making
    Type of role:
  • Operational Delivery
    Working pattern:
  • Flexible working, Fulltime, Parttime, Compressed Hours
    Number of jobs available:
  • 50Contents
Location

About the job

Benefits:

Things you need to know

Location

  • Glasgow Northgate, Dundee Jack Martin Way, Leeds Quarry HouseAbout the job

Job summary:

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's lives.

In this role,
you may also be required to undertake a work based qualification e.g. Apprenticeship, that will support you in further developing your professional knowledge and skills for this role/future career development. The qualification can be undertaken in work time.

Job description:

  • 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's 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 selfservice digital learning, communications tools and incontext prompts in the service.
  • Follow the Universal Learning principle of accessing selfservice guidance and incontext 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:

Key Criteria

  • Understanding and interpreting complex information to make reasoned decisions. Provide clear, simplified and tailored explanations to customers. (Lead Criteria)
  • Communicate well with a wide range of diverse people with different needs and deliver an excellent customer service.
  • Ability to work flexibly to meet changing priorities, managing a diverse workload.
  • Handle sensitive and challenging situations, including potential emotional situations via telephone and/or using digital methods.
  • Use sound judgement and take a considered approach to situations and tasks when making decisions.

Transferable Skills
You gain these from school/university, previous jobs, projects, voluntary work, hobbies and interests.

Could you adapt these skills? Some examples below:
Do you have previous self-employment experience?

Are you self-motivated and can motivate others?

Can you develop relationships with a diverse range of people?

Do you have good negotiation and influencing skills?

Behaviours:

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

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

Benefits:

  • Learning and development tailored to your role
  • An environment with flexible working options
  • A culture encouraging inclusion and diversity
  • A Civil Service pension with an average employer contribution of 27%
  • You may also be required to undertake a work based qualification e.g. an apprenticeship that will support you in further developing your professional knowledge and skills for this role/fut