Candidate Information Pack

Department for Work and Pensions

Reference:
Closing date:

Introduction..........................................................................................................................
Vacancy Description............................................................................................................
The Recruitment Process.................................................................................................
Terms and Conditions ...........
Introduction
Thank you for your interest in joining our Operations Team in DWP. It is an incredibly
exciting time to be working in DWP and this is a fantastic opportunity to join a
Department that touches the lives of people the length and breadth of the UK.

What we do matters. We serve 22 million customers a year,

keeping children out of poverty;

helping people without jobs to find work so that they can support themselves
and their families;
ensuring the most vulnerable in society are protected.

As an Executive Officer you will have a collective responsibility help deliver our
services to the some of the most vulnerable parts of society.

You will have an opportunity to impact peoples ability to look for work, support them
when they are unable to work, and provide a service to those who are already in
work. You will have the opportunity to work with colleagues across the Department to
make our 2020 vision a reality.

For further information please click the link below

www.gov.uk/government/organisations/department-for-work-pensions

DWP Operations Executive Officer Job Descriptions

Universal Credit

Universal Credit will help claimants and their families to become more independent
and will simplify the benefits system by bringing together a range of working-age
benefits into a single payment.

About the Team Leader Job

To support the Operational Manager to ensure the effective delivery of all

service lines and processing in the Service Centre and the delivery of key
performance targets.
Provide a quality service by understanding the end to end claimant journey,
appreciating where your role and those of your staff fit in, identifying the right
actions and interventions to best support UC claimants and your colleagues.
Help make one DWP a reality by working collaboratively and building strong
and proactive working relationships with colleagues in all parts of DWP and
with wider Partners.
Lead the team and manage teams workload liaising with Service Centre
Operational Leaders to deliver team performance targets.
Follow the DWP Attendance Management policy and contribute to the target
to reduce sickness absence. Liaise with the Demand Manger regarding
exception requests. Use insights from your team to suggest continuous
improvements and new ways of working.
Undertake Accuracy checks and authorise Manual payments.
Manage people performance and coaching activity to improve the overall
claimant experience and play an active part in the relevant performance
development activities.
Monitor and feedback on work carried out by your team and be accountable
for your own development.

Main responsibilities/Deliverables of post Team Leader

Lead, inspire and develop your team to deliver services to claimants in a

transformational way
Provide clear leadership and direction; actively communicating key business
priorities and providing feedback on progress ensuring people understand the
business agenda and direction of travel
Innovate and drive excellent customer service with and through your team
 Act as a change agent, supporting the implementation of change and
continuously championing the cultural change enabled by the Digital Service
Coach staff and identify their skills gaps, while you continue to develop
yourself
Understand and act to continuously improve the quality of service using all
available tools and in accordance with the Quality Framework
Develop a vibrant working environment driving staff engagement through
creating a supportive and effective coaching environment
Work closely with the Service Centre Manager and other Service Centre leads
to deliver performance targets
Monitor and manage claimant satisfaction with the service, taking appropriate
action to resolve complaints effectively and recognise and reward
compliments received
Work collaboratively with the Demand Management Officer to ensure that
available staff resources match peaks and troughs in all customer
interactions.
Liaise with Demand Management regarding staff requests for changes to
annual or flexi leave, and changes to start or finish times. Use intelligence
from the Agent Work Schedule to assess the impact of changes and make
informed decisions about staff requests for leave.
Proactively manage adherence to schedule for telephony work, liaising as
appropriate with Demand Management

About the Decision Maker Job

Within this role candidates will play a key role in supporting both the
Departments and the Universal Credit (UC) aim that digital will become the
primary contact channel for all claimant services. In every appropriate claimant
contact you will promote and challenge the use of the online channel as the
preferred method of doing UC business. You will help make One DWP a reality by
working collaboratively and building strong and proactive working relationships
with colleagues in all parts of DWP.

Provide a quality service by understanding the end to end claimant journey,

appreciating where your role fits in and identifying the right actions and
 interventions to best support UC claimants and work collaboratively with your
colleagues.
Will be required to make critical decisions across all areas of the UC customer
journey whilst helping to improve the customer experience.

Main responsibilities/Deliverables of post: - Decision Maker

Supports the Service Centre Manager in delivering a once and done

approach to all customer contacts
Undertakes a wide range of decisions to support the UC vision including
Labour Market decisions, WCA and non-WCA decisions and Payability
Decisions.
Examines the facts and considers the relevant legislation to make a decision
on matters related to the case.
Takes action to record decisions on the appropriate IT systems.
Provides explanations of decisions both in verbally and in writing
Makes Decision Assurance Calls where appropriate
Undertakes reconsiderations of decisions where appropriate
Ensures that relevant notifications are issued to Case Managers and Work
Coaches relating

Benefit Services

The Benefit Services Directorate is at the heart of DWP operations helping to change
people lives. Our Case Managers deliver a fast paced service. They provide some
of the most vulnerable people in society with decisions on their benefit entitlement,
enabling them and their families to participate fully in society, and where appropriate
to make the journey back to paid employment.

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 main activities associated with this role are:

On receipt of the evidence the Case Manager examines the facts and
considers the relevant legislation to make a decision on matters related to
the case.
Makes decisions on complex Work Capability (WCA) cases
 Provides verbal and written explanations of decisions
Conducts Mandatory Reconsiderations
Prepare appeals for the Tribunal Service
May be also be responsible for the presentation of appeals
Provide accurate statistics and collect MI.
Case Managers are responsible for making complex benefit decisions with
the knowledge and correct interpretation of the legislation.
Obtain further information/evidence where necessary to make accurate
quality decisions this could be by use of the telephone or written
communications.
Responsibility for answering Customer Service Officers complex technical
queries.
Ensure you achieve at least the minimum expectation levels/output of
decisions and continually review requirements to ensure you achieve
maximum value for money.
Actively manage your own workload in conjunction with team priorities and
understand clearance targets.
Deliver a strong customer complaint resolution process, completing any
necessary actions to address or resolve within set timelines.
Provide visible and effective leadership by motivating teams and setting &
monitoring performance standards for all team members
Deliver positive & regular communication updates for all team members,
ensuring full understanding and compliance.
Lead and deliver required changes to processes within the team to
incorporate any amendments to policy or guidance.
Plan team activities ensuring effective deployment of team members, and
arranging additional training/mentoring as necessary
Conduct monthly face to face performance reviews with all team members,
drive forward continuous improvement of performance, and address under
performance appropriately
Ensure all security matters are dealt with promptly and sensitively

Essential skills:

Ability to critically interpret and analyse information to reach sound

unbiased decisions.
Be able to examine legislation and make lawful decisions.
Effective communications skills with a wide range of diverse customers.
Ability to understand complex information and give explanations to the
customer.
 Must be able to navigate a range of computer systems.
Must have the ability to handle difficult/sensitive situations.
Have strong written and verbal communication skills

Pensions

Pensions Directorate is made up of several different business areas:-

Pension Centres There are eight Regional Pension Centres across the UK and are
part of the Department for Work and Pensions. The Pension Centres are responsible
for the administration and maintenance of State Pension and Pension Credit claims.
We also provide a National Bereavement Service, dealing with bereaved customers
of all ages.
Attendance Allowance Unit The Attendance Allowance (AA) team in Blackpool deal
with New Claims and also house the Service Centres, Disputes and Support, who all
take joint responsibility for administering and maintaining Attendance Allowance.

Typical Roles may include:

Responsible for a team which will confirm identity and checking information
provided by customers making claims;
Provide leadership and direction to teams of Administrative Officers and/or
telephony staff to meet customer needs and deliver excellent levels of service
to support customers in accessing our services;
Resolve enquiries and requests across a range of service, consulting relevant
experts in order to meet customer requirements;
Successfully navigating and interrogating a range of computer systems to
obtain relevant information;
Ensuring that all actions are completed in a timely manner and that proactive
action is taken to clear priority activities;
Consistently seeking opportunities to improve processes and customer
service;
Make decisions and justify these with reference to current business guidance.
Responsible for delivering a range of performance targets

Essential Criteria:

Ability to quickly develop a sound knowledge and understanding of the

business priorities and ways of working
Good standards of literacy and numeracy
An excellent communicator both verbally and in writing
 Highly efficient and organised
Proactive and flexible in managing demanding workloads and competing
priorities
Ability to understand complex information and give explanations to
people/customers
Ability to identify problems and provide solutions
Ability to handle tricky and difficult situations with people/customers.

As an EO in the Pensions Directorate you will provide essential support to the

development, delivery and administration of the DWPs objectives

Child Maintenance Group

The Child Maintenance Group is part of the Department for Work and Pensions. It
exists to ensure that parents who live apart contribute financially to the maintenance
of their children, supporting the reduction of child poverty and welfare expenditure.
Operations are responsible for delivering the 1993, 2003 and 2012 schemes.

CMG is organised by a Line of Business function across seven geographical Areas.

Key duties may include:

Lead, manage and develop their team in its contribution to the

achievement of Child Maintenance Group (CMG) objectives and provide
clear direction and support in the development and delivery of outcomes.
Accountable for driving high quality and efficient services and
performance improvement across their teams, ensuring agreed objectives
are met and exceeded, and addressing and resolving complex and difficult
issues.
Responsible for managing any risks or issues that may jeopardise
performance against targets.
Build, manage and maintain key relationships to ensure operational
effectiveness.
Engaging to ensure quality processes and procedures are prioritised and
implemented in a standard way across CMG, reconciling and agreeing
actions.
Provide effective leadership, management, motivation and development of
their teams, providing a clear focus on priorities and empowering
managers to succeed. Having accountability for all decisions made and
taking responsibility for all important or controversial decisions affecting
their domain.
 Responsible for the continuous improvement of the provision of service,
putting the client at the heart of everything you do.
Take responsibility for maximising own development, and that of the team,
creating a culture where good performance is praised and poor
performance is challenged.
Effectively communicate personal objectives and expected outputs to
ensure full understanding. Ensuring the team are abreast of CMG and/or
Departmental change initiatives.
Work effectively with all CMG colleagues to ensure the delivery of Child
Maintenance Service and Operations Directorate objectives, targets and
customer service standards.

Essential Criteria:

Strong Customer focus

Demonstrable use of sound judgment in managing their own work and the
work of a team.
Excellent written and oral communication skills
A strong team player and able to work on own initiative
A flexible outlook and approach
Innovative
Ability to build good relationships and credibility with a range of
colleagues and stakeholders

Work Services

Typical role includes:

Offering quality, dynamic, flexible, advice, and support to underpin

claimants personalised commitment to job search actions, and support
them to develop the skills and activities they need to look for and obtain
work in a digital environment.
The Work Coach role requires face to face, digital and phone interventions
with claimants on a daily basis.
Supporting customers increasing their wages by supporting their
employment opportunities from their job offers into career opportunities.
Build positive relationships with claimants that encourage, motivate and
build trust through recognition, praise and reinforcing of positive
behaviours and completion of tasks, encouraging the achievements of
further more stretching goals and achievements
 Proactively develop in-depth knowledge of the local labour market and
provision, recognising the roles that our Partners and Employers have in
helping our customers secure employment.
Ability to confidently use Digital services, navigate and coach others to
use digital job search methods i.e. job search websites, email, uploading
documents, social media
To promote the benefits of claimants planning their own Work Search or
Work Preparation Activities
Have an assigned caseload of Universal Credit, Jobseekers Allowance,
Employment Support Allowance & Income Support claimants for whom
they will be responsible, providing consistency and continuity of service
To be accountable for the level, frequency and intensity of contact they
have with each claimant by managing their own diary
Make timely decisions, based on the needs of the claimant, to refer them
to appropriate support
Promote high attendance rates at group sessions by explaining benefits to
the claimant
To be accountable for the decisions made during interviews with claimants
to help move them back into sustained employment or prepare for work
A very few roles involve home visits e.g. to help customers make
applications for benefit or to obtain information

Typical duties will include:

To make every contact count by coaching claimants to take responsibility

for getting themselves into work, sustaining work and developing their
career.
Deliver a personalised service to claimants, identifying challenges to
support them back into work within the guidance framework provided
Responsible for identifying the range of provision available and referring
claimants appropriately to relevant supportive provision.
Coach claimants to develop the skills they need to look for and obtain
sustained employment, or, for some claimants, move them closer to work
Review the claimants Work Plan or other documentation to confirm the
claimant is available and actively seeking employment
Make timely decisions, based on the needs of the claimant, to refer them
to appropriate support
Identify conditionality doubts; take appropriate and timely action, keeping
the claimant fully informed throughout
 Gather accurate information; ensuring documentary evidence has been
provided and coach individuals to take responsibility/manage their own
work search activity

To be successful with Work Serices candidates will need to demonstrate effective

communication skills across a wide range of diverse customers, along with the
ability to understand complex information and give explanations to the customer.

Candidates must also be able to navigate a range of computer systems to action

tasks as well as coach others to use digital work searching. Candidates will also
be required to handle telephony queries and have the ability to manage difficult
situations.

Successful candidates will be required to undertake a work based qualification, in

the form of an apprenticeship that will support you in further developing your
professional knowledge and skills for this role, and your future career
development. The qualifications will be undertaken in work time.

Essential Criteria:

Good standards of literacy and numeracy;

Ability to confidently use Digital services, navigate and coach others to
use digital job search methods i.e. job search websites, email, uploading
documents, social media;
Ability to communicate face to face and by phone;
The ability to communicate effectively with a wide range of diverse
people/customers;
The ability to understand complex information and give explanations to
people/customers;
The ability to navigate a range of computer systems;
The ability to handle sensitive and challenging situations with people/
customers.

Transferable Skills:
Gained from previous jobs, projects, voluntary work, hobbies and interests.
Could these skills be adapted to become an exceptional Work Coach? Some
examples below:

Do you have previous experience as self-employed?

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?

All All of our staff are members are given the opportunity to play an active role in
DWP and the Operational Delivery Profession.

More about our development opportunities can be found below

https://civilservicelearning.civilservice.gov.uk/learning/

The Recruitment Process

How to To apply for this post you will need to submit an online application
Apply here no later than midnight on 03/02/2017
Please note:
Once you have submitted your application you cannot amend it
 only submit your application when you have completely finished
and answered all the relevant questions.
We will not accept late applications. If you do not receive an
auto-acknowledgement of your application within 48 hours,
please email dwpjobs.csr@csresourcing.gsi.gov.uk quoting
the vacancy reference number in the subject line.

Overview How we will choose successful candidates

of the
Process After submission of your application you will be invited to complete
an online test called the Civil Service Initial Sift Test (CSIST). It will
take up to 25 minutes to complete. Example questions are
available once logged in. Please complete the online test. You will
have until midnight on:
06/02/2017 to submit your completed test. If you fail to complete
the online test before the deadline your application will be
withdrawn.
PLEASE NOTE: The test is administered online and accessed via
the Civil Service Jobs website. Before you start the test, you will
need to check that that you a have good Internet connection.
Clearing out cookies and removing pop-up blockers before starting
will help to ensure that you can complete the test without having
access problems. You can complete the test on any Windows
based laptop or desktop computer at work or home but you need
to make sure that the computer you are using has a good Internet
connection. You CANNOT complete the CSIST on a mobile
phone or tablet.
For full Online Test FAQ's please see the FAQ document attached
to the vacancy.
If you pass the online test, the competency examples that
you have provided in your application will be sifted.
In the event of a large number of applications being
received, an initial sift will be undertaken, based on one
competency
Managing a Quality Service
 The sift will take place between 08/02/2017 14/02/2017
You will be notified of the outcome of the sift when all
applications have been sifted. If you achieve the minimum
required standard you will be either placed on hold or
contacted by Civil Service Resourcing to arrange a suitable
interview date and time. Once your interview has been
booked you will not be able to reschedule unless there are
exceptional circumstances.
Interviews will be held weekdays (Monday to Friday) from
02/03/2017 08/02/2017. On occasion weekend and
evening interviews may be offered. We can only consider
your application if you can attend an interview within the
dates above unless there are exceptional circumstances.
Please ensure you bring the relevant ID with you otherwise
you will not be interviewed and may be withdrawn from this
exercise. To help you identify the types of identity
documents you need to bring please access the View
Attachments' section of the Candidate Application Centre,
when logged into Civil Service Jobs.
Flowchart of identity verification routes use this to
identify which section of the Verification of Identity
documentation applies to you. This will ensure you bring
the correct ID to your interview.
Verification of Identity documentation you will not be
interviewed unless you provide the identification requested
in the Verification of Identity documentation before your
interview.
If successful at interview you will be sent a provisional offer
advising you to access a Disclosure Scotland application
form via a link to the Capita Security Watchdog (CSW)
website, you login to complete the application and submit.
Civil Service Resourcing will then access the application,
verify your ID and countersign the application form ready for
 submission to Disclosure Scotland.
If requested, it is imperative that the Disclosure application
is completed as soon as possible to prevent any delays in
the vacancy holder being able to offer a position.
For further information on the Disclosure Scotland
confidential checking service telephone: the Disclosure
Scotland Helpline on 0870 609 6006 and ask to speak to
the operations manager in confidence, or email
Info@disclosurescotland.co.uk
Successful candidates will be notified at the earliest
opportunity. Where possible the Recruitment Team will
provide feedback. However, depending on the volume of
applications it may not always be possible to provide full
feedback to all candidates.

Arrangeme You will receive an email via the CS jobs website confirming that
nts for you have successfully passed the sift and you will be asked to
interview
arrange a suitable interview date/time.

Reserve A reserve list will be held for 6 months for this vacancy.
Lists

Further If you have any questions about the role or would like to discuss
Information the post further, please contact
stuart.brown7@dwp.gsi.gov.uk

If you require any help or assistance regarding the online

recruitment process or test, please contact the following email
address quoting the vacancy reference number in the subject line.
dwpjobs.csr@csresourcing.gsi.gov.uk
Complaints
We want to help you resolve your complaint as quickly as possible.

Civil Service Resourcing will always try to get things right the first
time. Our aim is to provide a professional and efficient service to
all our customers.

We recognise that occasionally things go wrong and you may not

be happy with our service. If so, let us know and we will do all we
can to put it right.

The complaints process can be summarised in the following steps:

1. You complain to Civil Service Resourcing

2. You receive a response from the Complaints Manager
3. If you feel your complaint has not been resolved, then it can
be referred to the Head of Service

If however you have a general question about a job advertised

on Civil Service Jobs then you may use our contact us tool.

Often potential complaints can be settled by contacting the person

or team you have been dealing with directly. This is likely to be the
fastest way for us to support you. If you are still having trouble then
you can register a complaint using the following email
addresses: complaints.csr@csresourcing.gsi.gov.uk

Please include:

details of the person you have contacted, name of the

recruiting department and any reference number
your contact details and a clear description of the issue

We will acknowledge your complaint immediately and provide a

response within 5 working days. If there is likely to be a delay we
will email you to explain why.
 If you are not satisfied with the response you receive from the
Department, you can contact the Civil Service Commission at
http://civilservicecommission.independent.gov.uk/civil-
service-recruitment/complaints

Civil Selection for appointment to the Civil Service is on merit, on the

Service
basis of fair and open competition, as outlined in the Civil Service
Commissio
n Commissions Recruitment Principles.

The selection process will be overseen by the Civil Service

Commission. The Civil Service Commission has two primary
functions:

Providing assurance that selection for appointment to the

Civil Service is on merit on the basis of fair and open
competition. For the most senior posts in the Civil Service,
the Commission discharges its responsibilities directly by
overseeing the recruitment process and by a Commissioner
chairing the selection panel.

Hearing and determining appeals made by civil servants

under the Civil Service Code which sets out the Civil
Service values Impartiality, Objectivity, Integrity and
Honesty - and forms part of the relationship between civil
servants and their employer.

More detailed information can be found at on the Civil Service

Commission website:
http://civilservicecommission.independent.gov.uk.
 Indicative Timeline

Please note that these dates are only indicative at this stage and
could be subject to change. However, if you are unable to meet
these timeframes we may not be able to consider your application.

03/02/2017
Advert Closing Date

Online test deadline 06/02/2017

Sifting
08/02/2017 14/02/2017

02/03/2017 08/02/2017
Interviews

Candidates are asked to note the above timetable, exercising

flexibility through the recruitment and selection process.
Terms and Conditions
Terms, Conditions and Benefits
Hours of work

The full time working week in DWP is 37 hours (under certain

circumstances 36 hours for existing DWP staff based in
London). You may be required to work at any time between the
hours of:

7.45 am and 8:00 pm on any day between Monday to Friday,

and

8.45 am to 5:00 pm on Saturday.

Managers will agree working patterns with successful

applicants within these business hours and review these as
appropriate.

Working pattern

Part time and job sharing working patterns within working hours
are available but must meet business needs. We will do our
best to let people with existing part time contracts retain their
contracted hours provided they are in line with current business
needs. Please note that successful part time and job share
candidates may be required to work full time for specific
periods to complete and consolidate training.

Existing DWP Employees

Before applying for this vacancy, current DWP employees

should check on the DWP intranet whether a successful
application would result in changes to their terms & conditions
of employment, e.g. mobility, pay, allowances. If you are
successful you must be able to be released from your current
post within 4 weeks.

Applying for a lateral transfer or promotion from outside

DWP

Civil Servants that transfer into DWP from another government

department (OGD) or organization, following successful
application, will assume DWP's terms & conditions of
employment current on the day they are posted, unless DWP
has stated otherwise in writing. Assuming DWPs terms &
conditions may result in a change to your entitlements e.g.
leave. Please contact the vacancy holder if you have questions
regarding DWP terms & conditions.
Pension Your pension is a valuable part of your total reward package
where:

the employer makes a significant contribution to the

cost of your pension;
Your contributions come out of your salary before any
tax is taken. This means, if you pay tax, your take-home
pay will not be reduced by the full amount of your
contribution; and
Your pension will continue to provide valuable benefits
for you and your family if you are too ill to continue to
work or die before you retire.

For more information, visit

www.civilservicepensionscheme.org.uk.