This campaign has roles available in several locations. These vacancies are available only at the locations listed above and require office attendance. Whilst you are able to select up to 3 location preferences, this is not mandatory and you should not choose any locations you are not prepared to travel or re-locate to at your own expense. Candidates who are made an offer for any of locations they have expressed a preference for and decline or are unable to take up post within a reasonable timeframe will be withdrawn from the campaign.

Please note that these vacancies are not currently eligible for new applications for Visa Sponsorship on the Skilled Worker route, for any candidates who do not currently have permission to be in the UK as a Skilled Worker where they were sponsored before 4 April 2024, even if relying on tradeable points (including the new entrant tradeable points option) as they are not included in the published Immigration Salary List. This information is offered as guidance only, and we recommend that applicants seek specialist advice on their eligibility for Visa Sponsorship (if applicable) when considering whether to apply for any role as DWP is unable to guarantee sponsorship for any role.

About the job

The Customer Experience Directorate is at the heart of DWP operations helping to change people's lives. Our Decision Makers 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., 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., Dispute Resolution Services (DRS) is at the heart of DWP operations, helping to change people's lives. Our Decision Makers deliver a fast-paced service, providing some of the most vulnerable people with decisions on their benefit entitlement, enabling them and their families to participate fully in society. We work with our customers to understand their individual circumstances, collate and interpret evidence and make decisions that have real life impact.

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'. DRS provides the service that allows our customers to challenge a benefit decision (mandatory reconsideration) or submit an appeal against a benefit decision.

Responsibilities

A DRS decision maker uses digital and telephone systems to engage with customers who want to challenge their benefit decision. You will be required to make a high volume of telephone calls whilst wearing a headset, providing clear, accurate and compassionate support to customers. There are no alternative non-telephony deployment options within this role.

The main activities associated with this role are:

Making outbound calls to customers, asking clear questions to gather further information to make appropriate decisions.

Reviewing all available evidence to fully understand their circumstances before making a decision.

Checking relevant legislation, guidance and policy to support fair and accurate decisions.

Making clear and timely decisions on benefit entitlement based on the evidence available.

Explaining decisions clearly, using plain language, both verbally and in writing.

Preparing appeal cases by organising information and setting out decisions clearly for the Tribunal Service.

Recording accurate information and statistics to support reporting and service planning.

Managing your own workload independently by prioritising tasks and working to agreed timescales.

DWP are looking for people who have a clear commitment to delivering an effective service to customers, can demonstrate good communication skills, have a positive attitude to change and are able to work under pressure., To be successful you will need to demonstrate effective communication skills across a wide range of diverse customers, along with the ability to understand and translate complex information into clear, succinct explanations for the customer. You will also need to learn to use a range of computer systems and be required to handle telephone queries, some of which may be sensitive.

You will need to have:

The ability to communicate clearly and effectively, both verbally and in writing

The ability to collate and analyse information, ask the right questions, and solve problems

The ability to listen effectively and demonstrate empathy when appropriate

The ability to exercise sound judgement and think objectively

The ability to work independently, take initiative, and stay organised

The ability to collaborate with colleagues to solve problems and develop new ideas