DWP Welsh Speaking Executive Officer - Dispute Resolution Services - Disput

at  Department for Work and Pensions

JOB SUMMARY

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.
The following link provides further information about careers within the Civil Service https://www.civil-service-careers.gov.uk/dwp-how-to-apply/

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 a ‘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.

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)

RESPONSIBILITIES

A DRS Case Manager or ‘Decision Maker’ uses digital and telephone systems to engage with customers that want to challenge their benefit decision.

The main activities associated with this role are:

• 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

You may be placed on a reserve list if your application is successful, but we cannot immediately offer you a post. DWP may then contact you and offer you an alternative role or location that is within reasonable travelling distance of your home. Please note:

• If you accept an offer of a post, you will be expected to withdraw from any reserve lists of campaigns you have applied for, with DWP, at this grade.
• If you are offered the role you applied for, in the location you applied for and you decline this offer, or are unable to take up post within a reasonable timeframe, you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances.
• If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list