DWP Executive Officer - Decision Making - Treforest Ty Taf

at  Department for Work and Pensions

JOB DESCRIPTION

Successful candidates can expect to be involved in a range of the following:

• 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 self-service digital learning, communications tools and in-context prompts in the service.
• Follow the Universal Learning principle of accessing self-service guidance and in-context prompts at the point of need.
• Take appropriate action to encourage and support the reporting and logging all incidents of Unacceptable Claimant Behaviour.

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)

Operational Delivery