Complex Decision Maker

Posting date:	23 July 2025
Salary:	£30,975 per year
Hours:	Full time
Closing date:	05 August 2025
Location:	Sunderland
Company:	Government Recruitment Service
Job type:	Permanent
Job reference:	417352/2

Summary

Do you have an inquisitive mind? Do you enjoy engaging with customers? If so, we need you!

The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy and is responsible for helping people move into employment, supporting pensioners and protecting some of the most vulnerable in our society. Counter Fraud Compliance and Debt’s (CFCD) aim is to drive down the level of fraud, error and debt within the benefit system, to protect the public purse.

As part of CFCD you will be at the heart of DWP’s efforts to reduce fraud and error in the benefit system. This is a hugely important public service, and our challenge is bigger than ever.

If you want to join somewhere that recognises the importance of work-life balance, where you can learn new skills and progress your career, then CFCD is the place for you.

Duties for Complex Decision Making includes:

• Making decisions on complex compliance and fraud investigations referrals using Decision Making and Appeals Case Recorder (DMACR) ensuring you provide Central Reassessment Team (CRT) with enough information to calculate an overpayment and decide on recoverability and Civil Penalties.
• Exercise judgement and interpretative ability where work falls within clearly defined rules and regulations.
• Dealing with Mandatory Reconsideration requests and MP enquiries, answering queries about the interpretation of rules and regulations, and dealing with more complex cases.
• Providing comprehensive verbal and written explanations of decisions to customers as required.
• Return cases to compliance officers and fraud investigations where they have not followed their instructions notifying appropriate stakeholders.
• Ensuring the Compliance Tracker is completed fully.
• Liaise closely with your peers and stakeholders both within site and across the Compliance and Fraud Hub Networks.
• Support your team to maintain both productivity and quality measures and deliver excellent customer service.

Proud member of the Disability Confident employer scheme

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.