Executive Officer - Glasgow, United Kingdom - Department for Work and Pensions
Description
Details:
Reference number:
Salary:
- £28,117
Job grade:
- Executive Officer
Contract type: - Permanent
Business area: - DWP
- Work and Health Services
- Decision Making
Type of role: - Operational Delivery
Working pattern: - Flexible working, Fulltime, Parttime, Compressed Hours
Number of jobs available: - 50Contents
About the job
Benefits:
Things you need to know
Location
- Glasgow Northgate, Dundee Jack Martin Way, Leeds Quarry HouseAbout the job
Job summary:
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.
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:
- 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 selfservice digital learning, communications tools and incontext prompts in the service.
- Follow the Universal Learning principle of accessing selfservice guidance and incontext 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:
Key Criteria
- Understanding and interpreting complex information to make reasoned decisions. Provide clear, simplified and tailored explanations to customers. (Lead Criteria)
- Communicate well with a wide range of diverse people with different needs and deliver an excellent customer service.
- Ability to work flexibly to meet changing priorities, managing a diverse workload.
- Handle sensitive and challenging situations, including potential emotional situations via telephone and/or using digital methods.
- Use sound judgement and take a considered approach to situations and tasks when making decisions.
Transferable Skills
You gain these from school/university, previous jobs, projects, voluntary work, hobbies and interests.
Could you adapt these skills? Some examples below:
Do you have previous self-employment experience?
Are you self-motivated and can motivate others?
Can you develop relationships with a diverse range of people?
Do you have good negotiation and influencing skills?
Behaviours:
We'll assess you against these behaviours during the selection process:
- Making Effective Decisions
- Communicating and Influencing
- Leadership
- Managing a Quality Service
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%
- You may also be required to undertake a work based qualification e.g. an apprenticeship that will support you in further developing your professional knowledge and skills for this role/fut
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