Dispute Resolution Services – Universal Credit Decision Maker - Executive Officer - National (Ref 772)
Department for Work and Pensions
Job Description
Our Mission and Impact
At the Department for Work and Pensions (DWP), our Customer Experience Directorate is dedicated to transforming lives and fostering societal participation. Through Dispute Resolution Services (DRS), our Decision Makers play a pivotal role in providing essential benefit entitlement decisions, directly impacting the most vulnerable individuals and families across the UK. We uphold the DWP's core mission to facilitate employment, support pensioners, and protect those in need. Our work involves meticulously understanding individual customer circumstances, collating evidence, and making impactful decisions. Specifically, DRS empowers customers to challenge benefit decisions through 'mandatory reconsideration' or to submit appeals, ensuring fairness and upholding public trust.
Job Summary
We seek dedicated and customer-focused individuals to join our team as Decision Makers within the Dispute Resolution Services (DRS) branch of the DWP. This pivotal role offers the opportunity to deliver an exceptional public service, directly contributing to the well-being of society's most vulnerable. If you possess a genuine commitment to public service, exceptional communication skills, a positive attitude towards change, and the ability to thrive under pressure, you will find immense satisfaction in this fast-paced environment. As a DRS Decision Maker, you will be primarily engaged in high-volume telephone-based interactions, utilising digital systems to provide clear, accurate, and compassionate support to customers challenging their benefit decisions. This role mandates full-time telephony engagement with no alternative non-telephony deployment options.
Key Responsibilities
- Make outbound calls to customers, posing clear questions to gather comprehensive information for informed decision-making.
- Conduct thorough reviews of all available evidence to fully comprehend individual circumstances before rendering a decision.
- Consult relevant legislation, guidance, and policy to ensure fair and accurate decisions aligned with regulatory frameworks.
- Render clear and timely decisions on benefit entitlement based on the meticulous analysis of available evidence.
- Articulate decisions clearly and concisely, utilising plain language, in both verbal and written communications.
- Prepare comprehensive appeal cases, organising information and presenting decisions clearly for the Tribunal Service.
- Maintain accurate records of information and statistics to support robust reporting and strategic service planning.
- Manage individual workloads autonomously, prioritising tasks effectively and adhering to agreed timescales.
Reference Number
473687
Job Grade
Executive Officer
Working Pattern
Flexible working, Full-time, Job share, Part-time
Behaviours
Key Responsibilities
During the selection process, candidates will be evaluated on their proficiency in the following foundational behaviours, which are integral to success within this role:
- Making Effective Decisions: Demonstrating sound judgment and the ability to arrive at well-reasoned, impactful conclusions.
- Managing a Quality Service: Ensuring consistent delivery of high-calibre outputs and an exceptional standard of service.
- Communicating and Influencing: Articulating ideas clearly, engaging stakeholders persuasively, and fostering collaborative outcomes.
Security Requirements
Successful candidates are required to successfully complete a basic, or equivalent, criminal record verification process.
Nationality Requirements
Applicant Nationality Eligibility Criteria
We are dedicated to fostering a diverse and inclusive workforce. Applications are invited from individuals who meet specific nationality requirements to ensure compliance with UK employment regulations. Please review the following criteria carefully to determine your eligibility:
- UK Nationals: Citizens of the United Kingdom are eligible to apply.
- Republic of Ireland Nationals: Citizens of the Republic of Ireland are eligible.
- Commonwealth Citizens: Nationals from Commonwealth countries are eligible, provided they possess the legal right to work in the UK.
- EEA and Swiss Nationals with Settled/Pre-settled Status: Nationals of the EU, Switzerland, Norway, Iceland, or Liechtenstein, and their family members, who have secured settled or pre-settled status under the European Union Settlement Scheme (EUSS).
- EEA and Swiss Nationals with Valid EUSS Application: Nationals of the EU, Switzerland, Norway, Iceland, or Liechtenstein, and their family members, who have submitted a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS).
- EUSS-Eligible Individuals with Limited/Indefinite Leave: Individuals holding limited leave to remain or indefinite leave to remain who were eligible to apply for the European Union Settlement Scheme (EUSS) on or before 31 December 2020.
- Turkish Nationals: Turkish nationals, along with specific family members, who have accrued the right to work within the Civil Service.
For comprehensive details on nationality requirements, please consult official government guidelines.
Selection Process Details
Job Summary
This exciting career opportunity leverages the advanced Success Profiles framework (opens in a new window) as its core assessment methodology. Candidates will be comprehensively evaluated on their demonstrated Behaviours and essential Ability, ensuring a fair, strategic, and competency-based selection process for this pivotal role.
Job Description
Our Mission and Impact
At the Department for Work and Pensions (DWP), our Customer Experience Directorate is dedicated to transforming lives and fostering societal participation. Through Dispute Resolution Services (DRS), our Decision Makers play a pivotal role in providing essential benefit entitlement decisions, directly impacting the most vulnerable individuals and families across the UK. We uphold the DWP's core mission to facilitate employment, support pensioners, and protect those in need. Our work involves meticulously understanding individual customer circumstances, collating evidence, and making impactful decisions. Specifically, DRS empowers customers to challenge benefit decisions through 'mandatory reconsideration' or to submit appeals, ensuring fairness and upholding public trust.
Job Summary
We seek dedicated and customer-focused individuals to join our team as Decision Makers within the Dispute Resolution Services (DRS) branch of the DWP. This pivotal role offers the opportunity to deliver an exceptional public service, directly contributing to the well-being of society's most vulnerable. If you possess a genuine commitment to public service, exceptional communication skills, a positive attitude towards change, and the ability to thrive under pressure, you will find immense satisfaction in this fast-paced environment. As a DRS Decision Maker, you will be primarily engaged in high-volume telephone-based interactions, utilising digital systems to provide clear, accurate, and compassionate support to customers challenging their benefit decisions. This role mandates full-time telephony engagement with no alternative non-telephony deployment options.
Key Responsibilities
- Make outbound calls to customers, posing clear questions to gather comprehensive information for informed decision-making.
- Conduct thorough reviews of all available evidence to fully comprehend individual circumstances before rendering a decision.
- Consult relevant legislation, guidance, and policy to ensure fair and accurate decisions aligned with regulatory frameworks.
- Render clear and timely decisions on benefit entitlement based on the meticulous analysis of available evidence.
- Articulate decisions clearly and concisely, utilising plain language, in both verbal and written communications.
- Prepare comprehensive appeal cases, organising information and presenting decisions clearly for the Tribunal Service.
- Maintain accurate records of information and statistics to support robust reporting and strategic service planning.
- Manage individual workloads autonomously, prioritising tasks effectively and adhering to agreed timescales.
Reference Number
473687
Job Grade
Executive Officer
Working Pattern
Flexible working, Full-time, Job share, Part-time
Behaviours
Key Responsibilities
During the selection process, candidates will be evaluated on their proficiency in the following foundational behaviours, which are integral to success within this role:
- Making Effective Decisions: Demonstrating sound judgment and the ability to arrive at well-reasoned, impactful conclusions.
- Managing a Quality Service: Ensuring consistent delivery of high-calibre outputs and an exceptional standard of service.
- Communicating and Influencing: Articulating ideas clearly, engaging stakeholders persuasively, and fostering collaborative outcomes.
Security Requirements
Successful candidates are required to successfully complete a basic, or equivalent, criminal record verification process.
Nationality Requirements
Applicant Nationality Eligibility Criteria
We are dedicated to fostering a diverse and inclusive workforce. Applications are invited from individuals who meet specific nationality requirements to ensure compliance with UK employment regulations. Please review the following criteria carefully to determine your eligibility:
- UK Nationals: Citizens of the United Kingdom are eligible to apply.
- Republic of Ireland Nationals: Citizens of the Republic of Ireland are eligible.
- Commonwealth Citizens: Nationals from Commonwealth countries are eligible, provided they possess the legal right to work in the UK.
- EEA and Swiss Nationals with Settled/Pre-settled Status: Nationals of the EU, Switzerland, Norway, Iceland, or Liechtenstein, and their family members, who have secured settled or pre-settled status under the European Union Settlement Scheme (EUSS).
- EEA and Swiss Nationals with Valid EUSS Application: Nationals of the EU, Switzerland, Norway, Iceland, or Liechtenstein, and their family members, who have submitted a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS).
- EUSS-Eligible Individuals with Limited/Indefinite Leave: Individuals holding limited leave to remain or indefinite leave to remain who were eligible to apply for the European Union Settlement Scheme (EUSS) on or before 31 December 2020.
- Turkish Nationals: Turkish nationals, along with specific family members, who have accrued the right to work within the Civil Service.
For comprehensive details on nationality requirements, please consult official government guidelines.
Selection Process Details
Job Summary
This exciting career opportunity leverages the advanced Success Profiles framework (opens in a new window) as its core assessment methodology. Candidates will be comprehensively evaluated on their demonstrated Behaviours and essential Ability, ensuring a fair, strategic, and competency-based selection process for this pivotal role.
Posted by
my_admin_user
