Warning
This job advert has expired and applications have closed.
725 - Dispute Resolution Services - Disputes Case Manager/Decision Maker - North West and South East
| Posting date: | 05 December 2024 |
|---|---|
| Salary: | £30,975 per year |
| Hours: | Full time |
| Closing date: | 19 December 2024 |
| Location: | South East England, UK |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Department for Work and Pensions |
| Job type: | Permanent |
| Job reference: | 725 |
Summary
About the job
This campaign has roles available in several locations. Whilst you are able to select up to 2 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they have expressed a preference for and decline or are unable to take up post within a reasonable timeframe will be withdrawn from the campaign.
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.
About us - Department for Work and Pensions GOV.UK
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 ‘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.
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
Person Specification
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:
Strong written and verbal communication skills
Ability to collate and analyse information – ask the right questions and solve problems
A good listener who is able to express empathy at the right time
Demonstrate sound judgement and objective thinking
A self-starter that can work independently and stay organised
A team player that can collaborate with colleagues to solve problems or develop new thinking
A firm commitment to being an inclusive colleague
For roles based in Wales, the ability to speak Welsh is desirable.
Benefits
Alongside your salary, the Department for Work and Pensions contributes 28.97% towards you being a member of the Civil Service Defined Benefit Pension scheme. This means for your salary of £30,975 DWP contributes £8973.46. This will increase if your location attracts London weighting. Find out what benefits a Civil Service Pension provides.
We also have a broad benefits package built around your work-life balance which includes:
Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
Generous annual leave – at least 23 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave.
Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.
Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.
This campaign has roles available in several locations. Whilst you are able to select up to 2 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.
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.
About us - Department for Work and Pensions GOV.UK
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 ‘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.
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
Person Specification
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:
Strong written and verbal communication skills
Ability to collate and analyse information – ask the right questions and solve problems
A good listener who is able to express empathy at the right time
Demonstrate sound judgement and objective thinking
A self-starter that can work independently and stay organised
A team player that can collaborate with colleagues to solve problems or develop new thinking
A firm commitment to being an inclusive colleague
For roles based in Wales, the ability to speak Welsh is desirable.
Benefits
Alongside your salary, the Department for Work and Pensions contributes 28.97% towards you being a member of the Civil Service Defined Benefit Pension scheme. This means for your salary of £30,975 DWP contributes £8973.46. This will increase if your location attracts London weighting. Find out what benefits a Civil Service Pension provides.
We also have a broad benefits package built around your work-life balance which includes:
Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
Generous annual leave – at least 23 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave.
Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.
Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.