DWP Correspondence & Customer Support Newcastle upon Tyne, England
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About the job
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Location
About the job
Job summary
As the service we provide across Retirement Services Directorate (RSD) continues to evolve it is essential that we review our processes to ensure they continue to work effectively and improve the experience for our customers.
As a result of this review a new team, RSD Correspondence & Customer Support Team (CCST) has been created. As the case manager on the team, you will have responsible for high-profile cases, including Press Office responses, Parliamentary Questions (PQs), Freedom of Information (FOI) responses and correspondence from MPs and customer representatives.
This team we will also drive the development of a learning culture gathering and using data, insight, and past learning to make Service Delivery more efficient and effective, whilst improving the customer experience.
Job description
We require a dynamic and proactive leader who has the appropriate skills, judgement, knowledge, and experience to deliver a high-profile role with minimal direction.
You will be expected to:
- Draft high quality accurate case briefings, compile responses, and present them to senior leaders. Identify any further actions required and proactively take forward as appropriate.
- Enable the effective clearance of high-level complaints and enquiries, providing timely verbal and written updates as required.
- Provide accurate information and pragmatic solutions often to extremely tight timescales and with the appropriate level of senior sign-off.
- Provide case review analysis in relation to customer experience, governance, and compliance.
- Drive forward lessons learned following investigations, taking responsibility for ensuring lessons are progressed within the diverse business areas and partner organisations.
- Actively support the development of effective and transparent reporting mechanisms, providing accurate and robust Management Information (MI) to key stakeholders.
- Support and coach colleagues, motivating them to achieve their potential.
- Identifying areas of improvement to inform Internal Process Review completion; liaising with Service Delivery Leads and key stakeholders to develop solutions to process failings.
Person specification
Key Criteria
- Excellent communication skills both orally and written.
- Confidence and ability to work with Senior leaders and key stakeholders, internal and external.
- Ability to draft high quality, well structured, concise, professional response.
- Good organisational skills
- Ability to drive excellent efficient service.
- Experience of delivering to tight timescales against conflicting priorities.
- Strong analytical skills to assess information and evidence to reach an objective decision in line with guidance and legislation.
- Strong inspirational and inclusive leadership, including building high-performing teams.
- Strong Customer Service Skills
Behaviours
We'll assess you against these behaviours during the selection process:
- Delivering at Pace
- Managing a Quality Service
- Changing and Improving
- Making Effective Decisions
Benefits
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
Things you need to know
Selection process details
Assessment Process
Selection will be by written sift, followed by a video interview, via teams
Sift
As part of the application process you will be asked to complete a personal statement. Further details around what this will entail are listed on the application form.
In no more than 1250 please align your Personal Statement to the Key Criteria in the person specification.
When completing your personal statement, please read and understand the Key Criteria thoroughly, as this is what your written evidence will be assessed against. Your layout is entirely your preference; you may choose narrative, bullets, etc. You may choose to address each criteria separately, however, one narrative example may cover and evidence several key criteria. You may not be able to meet all the key criteria, but please ensure you evidence: the key personal requirements and what have you done that relates to the requirements. You don’t have to explain the whole process, just what you have done and the skills and experience you have used. Share with us what makes you suited to this role and why, what you can do and the skills you have that are transferable to the key requirements, and the life experience or passion you have that are linked to this role
Interview stage:
Should you be successful at the sift stage you will then be invited to a blended interview where you will be assessed against Behaviours and strengths.
Sift and interview dates to be confirmed.
The evidence you provide in your application must relate to your own experiences. If evidence of plagiarism is found your application will be withdrawn.
Further Information
Find out more about Working for DWP
A reserve list may be held for a period of 3 months from which further appointments can be made.
Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
If successful and transferring from another Government Department a criminal record check may be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.
However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing [email protected] stating the job reference number in the subject heading.
New entrants are expected to join on the minimum of the pay band.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled and qualified – as determined by the business. To support this aim you may be required to undertake a work based qualification, which may be in the form of an apprenticeship, which will support you in further developing your professional knowledge and skills for this role and your future career development. The qualification can be undertaken in work time, you agree to take this job on the basis that you may be required to undertake a work based qualification; a candidate’s failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract.
Important
If you hold a level 3 qualification (2 A levels or equivalent) then please bring your certificates with you to the interview if you have them.
Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. Civil Servants that would transfer into DWP from other government organisations, 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.
Reasonable Adjustment
At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.
We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.
If you need a change to be made so that you can make your application, you should:Contact Government Recruitment Service via [email protected] as soon as possible before the closing date to discuss your needs.
Complete the “Reasonable Adjustments” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Apply and further information
Contact point for applicants
Job contact :
Recruitment team :
Further information
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Click here to visit the Civil Service Commission.
