This role at The Department for Work and Pension (DWP) is available to people who served in the Armed Forces, OR be in your resettlement period and due to leave the Armed Forces within a reasonable time frame OR Military Spouse/Partner: Your current partner must still be serving OR was discharged within the last 12 months.
We want you to join us, learn new skills and bring your experience to our organisation. We believe that everyone has the potential to make a difference, and we want to ensure that all our staff are equipped with the knowledge and skills to do so. As part of your employment, you will have access to a range of learning and development, and a buddy who can help you to understand the Civil Service and enable you to make the most of the opportunities it offers.
The Customer Experience Directorate is at the heart of DWP operations helping to change people’s 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.
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 ‘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
* 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 customer’s 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 customer’s circumstances and are able to make the appropriate decision.
* Working independently and at pace to manage your own workload.
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.
For roles based in Wales, the ability to speak Welsh is desirable.
Job Grade: Executive Officer (EO)
Positions available: 5
Salary: £29,500
Location: Treforest Ty Taf, Pontypridd, Wales
Contract Length: 18 months
Hours: The full-time working week in DWP is 37 hours. Hybrid working is available - 40% attendance at one of the above offices. 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. Managers will agree working patterns with successful applicants within these business hours and review these as appropriate.
Working pattern: Part time and job sharing working patterns within working hours are 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.
To apply we will need:
* A completed Expression of Interest form - Please email GFIE@cabinetoffice.gov.uk for the form.
* A copy of your CV.
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