Dwp Executive Officer

7 months ago


Middlesbrough, United Kingdom Department for Work and Pensions Full time

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

- 325756**Salary**:

- £29,500- 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**:

- 25Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Middlesbrough CentralAbout 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’s lives.

About us - Department for Work and Pensions GOV.UK

**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 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 - 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

**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 £29,500, Department for Work and Pensions contributes £7,965 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 £29,500 DWP contributes £7965 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 Profe



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