Universal Credit Complaint Resolution Manager

Details
Reference number

439112

Salary

£32,137

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Executive Officer

Contract type

Permanent

Business area

DWP - Universal Credit Service Centre

Type of role

Operational Delivery

Working pattern

Flexible working, Full-time, Job share, Part-time

Number of jobs available

24

Contents

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

Location

Bolton

About the job
Job summary

The Department for Work and Pensions (DWP) is the UK's biggest public service department, it administers a range of working age, pension age, disability and ill health benefits to around 18 million claimants and customers.

The Universal Credit Complaints Resolution Managers are part of DWP complaints model, they have a key role in adhering to DWP complaint processes and providing a first class service to customers.

Effective complaint handling plays an integral part in both Universal Credit and the wider DWP, allowing the Department to understand the issues faced by customers and what needs to be done to improve the organisation.

Job description

Do you have a passion for delivering excellent customer service? Would you be interested in helping to shape and support the way DWP resolve complaints? If your answer to the above questions is yes, then this may be the ideal role for you.

We are looking for people who are keen to develop themselves, build on their existing skills and experience, who are keen to learn new things and have an inherent desire to put the customer at the heart of what they do.

This is a fast paced management grade role which involves primarily dealing with our customers and MPs over the phone, agreeing resolution plans, drafting clear, concise and accurate complaint responses. As such, having excellent communication skills, both verbal and written is a crucial part of the role. As a Complaints Resolution Manager, you will work closely with operational colleagues and external stakeholders.

The DWP complaints process is one which continues to evolve, and Complaint Resolution Managers have a key role in helping to drive forward this evolution whilst continuing to provide an excellent service to customers and stakeholders alike.

Person specification

An ideal candidate will be able to evidence the following Essential Criteria within their personal statement:

• Strong communication skills, with a proven ability of delivering excellent customer service verbally and in writing (Lead Criteria).
• Sound and confident decision making with the ability to work accurately and effectively against deadlines.
• The ability to support the wider team, displaying flexibility to reach a resolution within deadlines.
• The ability to build, manage and maintain key trusting relationships and credibility with a range of colleagues and stakeholders.

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 £32,137, Department for Work and Pensions contributes £9,310 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

DWP 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 (pro–rata 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 year's 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 Women's Network, National Race Network, National Disability Network (THRIVE) and many more.

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.
• Hybrid working arrangements would be considered following initial required onsite training.
• 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.

Things you need to know
Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours, Strengths and Experience.

As part of the application process you will be asked to provide an anonymised CV, your employment history and complete a personal statement of no more than 1000 words.

Further details around what this will entail are listed on the application form.

Stage 1: Application & Sift

CV

The CV is an online tool accessed through the Civil Service Jobsite and there is no requirement to upload your personal CV. Our CV element is short and allows an initial check of eligibility. This will be for information purposes only and will not be scored. Therefore, please put the main content of your evidence and skills in your Personal Statement.

Personal Statement

To apply you will need to submit a Personal Statement of no more than 1000 words to display your skills, experience and knowledge against the key criteria.

When completing your personal statement, please read and understand the key criteria thoroughly, as this is what your written evidence will be assessed against. Your layout is entirely your preference; you may choose narrative, bullets, etc. You may choose to address each criteria separately, however, one narrative example may cover and evidence several key criteria.

You may not be able to meet all the criteria, but please ensure you evidence: the key personal requirements and what have you done that relates to the requirements. You don't have to explain the whole process, just what you have done and the skills and experience you have used.

Share with us what makes you suited to this role and why, what you can do and the skills you have that are transferable to the key requirements, and the life experience or passion you have that are linked to this role.

The evidence you provide must relate to your own experiences. If evidence of plagiarism, or sharing of questions, information or answers throughout any part of the selection process is found, your application will be withdrawn. Examples of plagiarism can include:

• Presenting the work, ideas and experience of others as your own
• Copying content from an online/published source
• Using forms of Artificial Intelligence to produce application content which you present as your own.

If you fail to submit your Personal Statement before the deadline your application will be withdrawn.

Once you have submitted your application it cannot be amended; only submit your application when you have completely finished and answered all the relevant questions.

If you withdraw your application at any stage it will not be progressed any further.

Should a large number of applications be received, an initial sift may be conducted using the lead criteria: Strong communication skills, with a proven ability of delivering excellent customer service verbally and in writing.

Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.

Sift and interview dates to be confirmed.

The interview

This will consist of a blended interview which will be either Face to Face or by video, this will take at least 40 minutes.

You will be notified of the location if you are selected for interview.

Blended Interview

You will be asked a mixture of Behaviour and Strength questions.

A blended interview aims to be more of a conversation at interview, offering a more inclusive approach.

The Strength and Behaviour based questioning explores what the candidate can and has done, but also their potential.

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.

Current Civil Servants (all contract types) will need to ensure that they are still employed as a civil servant at the point of starting in the relevant new post. If their contract ends (e.g. end of FTA contract or resignation) at any point during the recruitment/onboarding process for the advertised role, they will no longer be eligible and may be withdrawn.

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.

Reserve List

A reserve list may be held for a period of 3 months from which further appointments can be made.

If you are placed on a reserve list but we cannot immediately offer you a post, please note:

• If you are later 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 the 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.

Disability Confident Scheme

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 the Government Recruitment Service via 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 you're 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 for more information on appropriate and inappropriate use.

Disclosure and Barring Service and Internal Fraud Database Checks

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service 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 Government Recruitment Service of your intention by emailing Pre- 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 applicant's 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 a current employee and are successful you must be able to be released from your current post within four weeks.

Those on protected TUPE/ COSoP terms and conditions applying on promotion or voluntary permanent level move will adopt DWP's 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.

Important

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.

Very Important Note: When submitting your application for a post in the DWP you will be asked; "Are you currently undergoing any formal discipline, absence or poor performance action?" It is important that you only tick this box if you are currently within the formal review period for attendance or performance management, or have a penalty banning you from promotion. Do not tick the box if; you are in a 'Sustained performance period' for Performance, you are in a 'Backsliding Period' for Attendance, or You have any other disciplinary that does not specifically have a restriction on applying for promotion. To be eligible to apply for a position within DWP, candidates must not currently have any restriction of duties as a result of disciplinary action. To be eligible to apply for a position within DWP, candidates must have passed their probationary period with their home department.

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 candidate's failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract.

If you hold a level 3 qualification (2 A levels or equivalent) then please bring your certificates with you to the interview if you have them.

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)
• 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

Working for the Civil Service

The Civil Service Code 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 .

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 and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans 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 : Yolanda Whitehouse
• Email :

Recruitment team

• Email :

Further information

Appointment to the Civil Service is governed by the Civil Service Commission's Recruitment Principles. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DWP by email: HR..GOV.UK.

If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Click here to visit the Civil Service Commission.

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