Executive Officer

2 weeks ago

Telford, United Kingdom Department for Work and Pensions Full time

**Details**:
**Reference number**:

- 246309**Salary**:

- £28,117**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- DWP - Work and Health Services - Disability Services and Decision Making**Type of role**:

- Operational Delivery**Working pattern**:

- Full-time, Job share, Part-time**Number of jobs available**:

- 50Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Telford TF3 4HBAbout the job

**Job summary**:
**Summary**

What are we offering?

**DWP are looking to fill Executive Officer roles in DWP, Work and Health Decision Making Directorate, Disability Services**. 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.

**The roles available will be based in New Town House, Telford TF3 4HB. **Within** **Disability Services we are responsible for delivering 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.

**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**:

- Take personal accountability for every customer you have contact with.
- 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.
- To competently use the telephone as this is the primary means of customer contact through inbound and outbound calls.
- Be polite and professional, treating customers with respect and adapting your behaviour to meet the needs of our diverse customers.
- Speak on the telephone with our customers and their representatives to provide help and support to successfully resolve queries, explain decisions, obtain additional information and signpost appropriately. This can be in difficult and sensitive situations.
- 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**:
**Key Criteria**:
To be successful you will need:

- 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.
- A team player who can collaborate with colleagues to solve problems or develop new ways of thinking.
- A strong leader who works with pride and passion, is an inclusive colleague, values difference and diversity, and shares vision to inspire and motivate others.

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

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

**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%

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles, and will assess your Behaviours and Strengths.**Assessment Process**

You will be asked to complete two behaviour statements (250 words) on the following behaviours:

- Making Effective Decisions Level 2 (Lead)
- Communicating & Influencing Level 2

The written evidence you provide must relate to your own experiences.

If you do not have work-based examples then please give examples from school/college, clubs, volunteering or other activities you have been involved in.

It may help to use one or more examples of a piece of work you have completed or a situation you have been in, and use the WHO or STAR model to explain:
**What** it was, **How** you approached the work/situation and what the **Outcomes** were, what did you achieve? Or What was the **Situation**? What were the **Tasks**? What **Action** did you take? How/what did you lear

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