Case Review Officer
Department for Work and Pensions
Job Description
Our Mission and Impact
The Department for Work and Pensions (DWP) stands as the United Kingdom’s premier public service department, entrusted with the critical administration of welfare, pensions, and child maintenance policies. We deliver the State Pension and a comprehensive suite of working-age, disability, and ill-health benefits, serving approximately 20 million claimants and customers nationwide. Our Counter Fraud, Compliance, and Debt (CFCD) division operates at the core of DWP's front-line operations, dedicated to positively transforming people's lives through impactful service delivery.
Job Summary
We are seeking dedicated professionals passionate about customer service and administration to join our dynamic team. If you are an exceptional communicator who thrives on assisting customers, this opportunity is for you. As an Administrator within our Counter Fraud, Compliance, and Debt (CFCD) operations, you will be instrumental in our front-line efforts. Your role will involve providing a high-quality, empathetic service to our diverse customer base. Operating within a supportive team environment, you will actively engage with customers, ensuring they are heard and well-informed, thereby making a genuine and significant difference.
Key Responsibilities
- Collaborate effectively within a team structure to support and continuously enhance the delivery of exemplary customer service, quality standards, and overall performance.
- Conduct professional telephone calls and face-to-face interactions with customers to accurately collect information and verify the correctness and integrity of data.
- Leverage various IT platforms for operational support, ensuring meticulous and accurate recording of information and documenting all actions taken on appropriate IT systems.
- Issue inquiries as directed, diligently ensuring responses are received within agreed timescales and executing necessary follow-up actions.
- Compile and organize all pertinent information for subsequent processing, under the explicit direction of the Team Leader.
- Meet and exceed personal productivity expectations while consistently adhering to established standard processes and operational guidelines.
- Maintain a rigorous awareness of and strict compliance with all security protocols and data protection regulations.
- Communicate with clarity and conciseness to a wide spectrum of customers, consistently respecting diversity and taking personal responsibility for their experience with our service.
- Adhere to all relevant policies and procedures, upholding the DWP Standards of Behaviour at all times.
Reference Number
472007
Job Grade
Administrative Officer
Department
DWP - Counter Fraud, Compliance and Debt
Working Pattern
Flexible working, Full-time, Job share, Part-time
Behaviours
Key Responsibilities
Successful candidates will be expected to consistently demonstrate the following core responsibilities and essential behaviours, integral to excelling in this pivotal role and driving organizational success:
- Managing a Quality Service: Take ownership of delivering and enhancing service excellence, consistently upholding robust quality standards, and proactively ensuring exceptional outcomes across all operational facets. This involves a steadfast commitment to continuous improvement and stakeholder satisfaction.
- Making Effective Decisions: Exercise astute judgment and leverage strong analytical capabilities to formulate and execute well-informed, timely, and impactful decisions. This critical responsibility demands a strategic perspective and the ability to navigate complex scenarios with clarity and precision.
- Communicating and Influencing: Master the art of clear, concise, and compelling communication to effectively engage with diverse stakeholders. This includes the crucial responsibility of strategically influencing perspectives, fostering collaborative environments, and building consensus to achieve desired outcomes.
Security Requirements
Successful candidates are required to complete a basic criminal record check, or an equivalent verification.
Nationality Requirements
Eligibility for Employment in the UK Civil Service
To be considered for this role, applicants must demonstrate eligibility under one of the following nationality criteria, in compliance with UK Civil Service employment regulations:
- UK nationals: Individuals holding United Kingdom citizenship.
- Nationals of the Republic of Ireland: Citizens of the Republic of Ireland.
- Nationals of Commonwealth countries: Individuals from Commonwealth nations who possess the legal right to work within the United Kingdom.
- Nationals of the EU, Switzerland, Norway, Iceland, or Liechtenstein: This includes individuals from these countries, and their eligible family members, who have been granted settled or pre-settled status under the European Union Settlement Scheme (EUSS).
- Nationals of the EU, Switzerland, Norway, Iceland, or Liechtenstein (EUSS Applicants): This category extends to individuals from these countries, and their eligible family members, who have submitted a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS).
- Individuals with limited or indefinite leave to remain: This applies to those who held limited leave to remain or indefinite leave to remain and were eligible to apply for the EUSS on or before 31 December 2020.
- Turkish nationals: Includes Turkish nationals and specific family members of Turkish nationals who have accrued the right to work within the Civil Service framework.
For comprehensive details and further information regarding nationality requirements, please refer to the official government guidelines.
Selection Process Details
Job Summary
This pivotal selection process is rigorously structured around the comprehensive Success Profiles framework. This methodology is strategically utilized to ensure a holistic and equitable evaluation, precisely assessing candidates across critical dimensions including Behaviours, inherent Strengths, demonstrated Ability, and relevant Experience. Our approach is designed to identify individuals best aligned with the demands of this significant opportunity.
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Department of Work and Pensions
Job Description
Our Mission and Impact
The Department for Work and Pensions (DWP) stands as the United Kingdom’s premier public service department, entrusted with the critical administration of welfare, pensions, and child maintenance policies. We deliver the State Pension and a comprehensive suite of working-age, disability, and ill-health benefits, serving approximately 20 million claimants and customers nationwide. Our Counter Fraud, Compliance, and Debt (CFCD) division operates at the core of DWP's front-line operations, dedicated to positively transforming people's lives through impactful service delivery.
Job Summary
We are seeking dedicated professionals passionate about customer service and administration to join our dynamic team. If you are an exceptional communicator who thrives on assisting customers, this opportunity is for you. As an Administrator within our Counter Fraud, Compliance, and Debt (CFCD) operations, you will be instrumental in our front-line efforts. Your role will involve providing a high-quality, empathetic service to our diverse customer base. Operating within a supportive team environment, you will actively engage with customers, ensuring they are heard and well-informed, thereby making a genuine and significant difference.
Key Responsibilities
- Collaborate effectively within a team structure to support and continuously enhance the delivery of exemplary customer service, quality standards, and overall performance.
- Conduct professional telephone calls and face-to-face interactions with customers to accurately collect information and verify the correctness and integrity of data.
- Leverage various IT platforms for operational support, ensuring meticulous and accurate recording of information and documenting all actions taken on appropriate IT systems.
- Issue inquiries as directed, diligently ensuring responses are received within agreed timescales and executing necessary follow-up actions.
- Compile and organize all pertinent information for subsequent processing, under the explicit direction of the Team Leader.
- Meet and exceed personal productivity expectations while consistently adhering to established standard processes and operational guidelines.
- Maintain a rigorous awareness of and strict compliance with all security protocols and data protection regulations.
- Communicate with clarity and conciseness to a wide spectrum of customers, consistently respecting diversity and taking personal responsibility for their experience with our service.
- Adhere to all relevant policies and procedures, upholding the DWP Standards of Behaviour at all times.
Reference Number
472007
Job Grade
Administrative Officer
Department
DWP - Counter Fraud, Compliance and Debt
Working Pattern
Flexible working, Full-time, Job share, Part-time
Behaviours
Key Responsibilities
Successful candidates will be expected to consistently demonstrate the following core responsibilities and essential behaviours, integral to excelling in this pivotal role and driving organizational success:
- Managing a Quality Service: Take ownership of delivering and enhancing service excellence, consistently upholding robust quality standards, and proactively ensuring exceptional outcomes across all operational facets. This involves a steadfast commitment to continuous improvement and stakeholder satisfaction.
- Making Effective Decisions: Exercise astute judgment and leverage strong analytical capabilities to formulate and execute well-informed, timely, and impactful decisions. This critical responsibility demands a strategic perspective and the ability to navigate complex scenarios with clarity and precision.
- Communicating and Influencing: Master the art of clear, concise, and compelling communication to effectively engage with diverse stakeholders. This includes the crucial responsibility of strategically influencing perspectives, fostering collaborative environments, and building consensus to achieve desired outcomes.
Security Requirements
Successful candidates are required to complete a basic criminal record check, or an equivalent verification.
Nationality Requirements
Eligibility for Employment in the UK Civil Service
To be considered for this role, applicants must demonstrate eligibility under one of the following nationality criteria, in compliance with UK Civil Service employment regulations:
- UK nationals: Individuals holding United Kingdom citizenship.
- Nationals of the Republic of Ireland: Citizens of the Republic of Ireland.
- Nationals of Commonwealth countries: Individuals from Commonwealth nations who possess the legal right to work within the United Kingdom.
- Nationals of the EU, Switzerland, Norway, Iceland, or Liechtenstein: This includes individuals from these countries, and their eligible family members, who have been granted settled or pre-settled status under the European Union Settlement Scheme (EUSS).
- Nationals of the EU, Switzerland, Norway, Iceland, or Liechtenstein (EUSS Applicants): This category extends to individuals from these countries, and their eligible family members, who have submitted a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS).
- Individuals with limited or indefinite leave to remain: This applies to those who held limited leave to remain or indefinite leave to remain and were eligible to apply for the EUSS on or before 31 December 2020.
- Turkish nationals: Includes Turkish nationals and specific family members of Turkish nationals who have accrued the right to work within the Civil Service framework.
For comprehensive details and further information regarding nationality requirements, please refer to the official government guidelines.
Selection Process Details
Job Summary
This pivotal selection process is rigorously structured around the comprehensive Success Profiles framework. This methodology is strategically utilized to ensure a holistic and equitable evaluation, precisely assessing candidates across critical dimensions including Behaviours, inherent Strengths, demonstrated Ability, and relevant Experience. Our approach is designed to identify individuals best aligned with the demands of this significant opportunity.
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