Contents Location About the job Benefits Things you need to know Apply and further information Location Successful candidates will be based at Ty Taf, Pontypridd, CF37 5YN About the job Job summary The Customer Experience Directorate is at the heart of DWP operations helping to change peoples lives. Our Decision Makers and Case Managers deliver a fast paced service, providing some of the most vulnerable people in society with decisions on their benefit entitlement and enabling them and their families to participate fully in society. We are looking for people who are customer focused, with the right skills, commitment and capability to deliver an exceptional public service. If you have a genuine dedication to a public service department that makes a real difference to the lives of others, you will find great satisfaction in working with us. DWP helps people move into employment, supports pensioners and protects the most vulnerable in our society. We are therefore looking for people who can provide excellent customer service, can demonstrate good communication skills and a positive attitude to change and are able to work under pressure. You must have a clear commitment to, and where possible show examples of, delivering an effective service to customers. The following link provides further information about careers within the Civil Service https://www.civil-service-careers.gov.uk/dwp-how-to-apply/ Job description If a DWP customer disagrees with a decision about benefits, tax credits or child maintenance they can ask for the decision to be looked at again - this is called a Mandatory Reconsideration. Disputes Resolution Service (DRS) provides the service that allows our customers to challenge a benefit decision (mandatory reconsideration) or submit an appeal against a benefit decision. In DRS we work with our customers to understand their individual circumstances, collate and interpret evidence and make decisions that have real life impact. Some of our customers are extremely vulnerable, where a decision on a benefit entitlement can enable a person and their family to participate fully in society. Responsibilities A DRS Case Manager or Decision Maker uses digital and telephone systems to engage with customers that want to challenge their benefit decision. The main activities associated with this role are: Examining the facts on receipt of evidence and considering the relevant legislation to make a decision on matters related to the case. Providing verbal and written explanations of decisions Conducting Mandatory Reconsiderations (this involves reviewing decisions made in relation to a customers benefit) Preparing appeals for the Tribunal Service Providing accurate statistics and collecting information to support planning Making complex benefit decisions Obtaining further information, including by speaking to the customer, to ensure that you fully understand the customers circumstances and are able to make the appropriate decision Working independently and at pace to manage your own workload Location This vacancy is only for the location shown above. If you are not within reasonable daily travel distance of this location, you would need to consider applying for other vacancies within your travel area. We are not able to consider requests to move your application to other vacancies advertised elsewhere in the UK. Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed. Hybrid Working This job 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. 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 will 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. 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 Languages The ability to speak Welsh is essential for this role. Behaviours We'll assess you against these behaviours during the selection process: Communicating and Influencing Managing a Quality Service Making Effective Decisions Benefits 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 (prorata 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 years 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 Womens Network, National Race Network, National Disability Network (THRIVE) and many more. 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 Experience. As part of the application process you will be asked to complete a Personal Statement. Further details around what this will entail are listed on the application form. 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 behaviour Communicating and Influencing for the Executive Officer (EO) grade or equivalent. 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 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. Sift and interview dates to be confirmed. Stage 2 - Interview Candidates who successfully pass the written sift will be invited to interview, which will be conducted via Microsoft Teams and will last approximately 40-45 minutes. You will receive a link in advance of your interview through the email account you provide us with on your application. The interview will be conducted in Welsh. You will be assessed against three Civil Service Behaviours for the Executive Officer (EO) grade or equivalent. Communicating and Influencing Managing a Quality Service Making Effective Decisions The evidence you provide must relate to your own thoughts and experiences. More information can be found at Success Profiles: Civil Service behaviours - GOV.UK Stage 3 - Offer Once all interviews have been completed, candidates will be notified of the outcome by email and offers will be made in merit order. 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. DWP may then contact you and offer you an alternative role or location that is within reasonable travelling distance of your home. Please note: If you accept an offer of a post, you will be expected to withdraw from any reserve lists of campaigns you have applied for, with DWP, at this grade. If you are offered the role you applied for, in the location you applied for and you decline this 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. The Great Place to Work for Veterans scheme 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. Hours of Work The full time working week in DWP is 37 hours (under certain circumstances 36 hours for existing DWP staff based in London). All customers must receive a consistently good service no matter how or when they decide to contact DWP as such: You may be required to work at any time between the hours of 7.45 am and 8:00 pm on any day between Monday to Friday, and 8.45 am to 5:00 pm on Saturday. A working pattern that meets business needs will be discussed and agreed once you have started. You will be given advance notice of your personal schedule. DWP is a family-friendly employer and part-time and flexible working patterns within these hours may be available but must meet business needs which must include Monday and Friday as working days. Working Pattern Part time and job sharing working patterns within working hours may be available but must meet business needs. We will do our best to let people with existing part time contracts retain their contracted hours provided they are in line with current business needs. Please note that successful part time and job share candidates may be required to work full time for specific periods to complete and consolidate training. Applying for a lateral transfer or promotion from outside DWP Civil Servants that transfer into DWP from another government department or organisation, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, including those concerning weekly working hours, working days and times, and mobility. Exceptions may be allowed by DWP for pay, sick pay and annual leave to take account of expressed terms and conditions before the transfer. Previous service will count towards service-related entitlements. A transferee 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. Training Successful part time candidates will be required to work full time for a number of weeks to complete and consolidate training. Further Information Find out more about Working for DWP A reserve list may be held for a period of 6 months from which further appointments can be made. 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 https://www.childcarechoices.gov.uk If successful and transferring from another Government Department a criminal record check may be carried out. 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-EmploymentChecks.grscabinetoffice.gov.uk stating the job reference number in the subject heading. New entrants are expected to join on the minimum of the pay band. 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 applicants 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. 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 candidates failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract. 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. Important 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. 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 youre deaf, a Language Service Professional. Reasonable Adjustment At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce. 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 Government Recruitment Service via DWPRecruitment.grscabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs. If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. 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. 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 (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). 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 : DRS Recruitment Team Email : warbreckhousedbu.drsrelationshipandrecruitmentteamDWP.GOV.UK Recruitment team Email : dwprecruitment.grscabinetoffice.gov.uk Further information Appointment to the Civil Service is governed by the Civil Service Commissions 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.BUSINESSASSURANCEDWP.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. Attachments DWP Candidate Pack Opens in new window (pdf, 586kB) Welsh DWP Candidate Pack Opens in new window (pdf, 575kB) DWP Terms and Conditions January 2024 Opens in new window (docx, 17kB) Success-Profiles-Candidate-Overview-Accessble-Version Opens in new window (docx, 67kB) Share this page Print Email Facebook Twitter LinkedIn GMail