DWP General Executive Officer - Central West and South West Group - Central Scotland - Glasgow Glasgow, Scotland
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Location
About the job
Benefits
Things you need to know
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Location
About the job
Job summary
About the job
The DWP Executive Officer role is wide-ranging and diverse. You will be working with customers, employers and colleagues through a combination of digital, telephone and face to face contacts on a daily basis. To be successful you 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. You will also have the ability to manage difficult situations.
If you’re looking for a career that makes a clear and positive difference to people’s lives, then a DWP Executive Officer role may be an ideal for you!
About us - Department for Work and Pensions - GOV.UK (www.gov.uk)
Job description
Your role could involve a range of duties and we are seeking people who are adaptable and flexible. Typical duties may include:
- Providing excellent customer service in a variety of environments including contact centre and face-to-face.
- Making fact–based assessments regarding benefit entitlement.
- Assessing claims and dealing with enquiries from a variety of customers.
- Supporting the Department’s aim to use digital means as the primary contact channel for all claimant services.
- Leading and managing a team to deliver excellent customer service, quality and performance.
- Managing Departmental resources and reputation; this could include making spending decisions, ensuring value for money, confirming eligibility to receive appropriate benefits, line management of colleagues or managing communication with external partners.
- Offering quality advice to customers about job search actions, supporting them to job search effectively in a largely digital world.
Person specification
What we are looking for:
Do you have a positive attitude, a desire for public service and want to make a difference to people’s lives?
Do you want to be part of a team where you can be yourself, feel supported, empowered, valued, respected, fairly treated and able to achieve your full potential?
If your answer is Yes. Join us!
We have exciting, challenging and rewarding roles available across DWP.
We are looking for people who are customer focused, with the right skills, commitment and capability to deliver an exceptional public service.
Please note: Near miss offers may be made at Administrative Officer (AO) to candidates who do not meet the required standard for Executive Officer (EO). These roles may be permanent or Fixed Term appointments dependent on business requirements.
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Managing a Quality Service
- Making Effective Decisions
Benefits
With great benefits including:
- Generous annual leave, plus bank holidays
- Flexible working patterns available
- Competitive maternity, paternity, and parental leave
- A Civil Service pension with an average employer contribution of 27%
- Employee Assistance Programme with emphasis on wellbeing
- Career and Personal Development through Operational Delivery Profession
- Employee discount schemes
Things you need to know
Selection process details
Stage 1- Apply
Please complete the application form and write up to 500 words providing examples of how things you have done in the past and your skills and experience help you demonstrate the Civil Service Behaviour Communicating and Influencing (Level 2). The evidence you provide must relate to your own experiences.
More information on Success Profiles and Civil Service Behaviours can be accessed by clicking the links.
Stage 2 - Selection
After submitting your application, you will be sent an invitation with a link to complete an online Situational Judgement Test. This is designed to test your skills for the EO role. You must complete and submit the test by the deadline stated in your invitation. If you do not complete and submit the test before the deadline, your application will not progress.
If you pass the Situational Judgement Test your written application form evidence will be assessed. If you meet the required standard and your application is successful, you will receive an invitation to a pre-recorded interview.
You will be assessed against three Civil Service Behaviours (Level 2)
- Communicating and Influencing
- Managing a Quality Service
- Making Effective Decisions
The evidence you provide must relate to your own thoughts and experiences.
Feedback will only be provided following an interview.
More information about the job role and additional guidance on the selection process is available here.
Stage 3 - Offer
If you are successful at the interview stage, we will be in touch to offer you a role. This role could be based at any of the following locations: Glasgow Atlantic Quay and Glasgow Northgate House. Offers will be made in merit order and business continuity.
If we are unable to offer you a role initially, we will place your name on a reserve list for up to 6 months. The reserve lists may also be used to offer future permanent opportunities which are considered similar in criteria and responsibilities, not necessarily restricted to the current locations included in the advert. They may also extend to permanent opportunities which arise across the wider DWP network. Any such offers would be made in merit order to all candidates remaining on the reserve list. The location and job role would be fully explained to you. Refusal of the offer would not change your reserve list position.
Further Information
We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this search: Equality and diversity - Department for Work and Pensions - GOV.UK (www.gov.uk)
The ‘Great Place to Work for Veterans scheme’ makes it easier for veterans to join the Civil Service. For further information please go to the Civil Service Making the Civil Service a Great Place to Work for Veterans - GOV.UK (www.gov.uk) If you wish to be considered for inclusion in this scheme please tick this box when applying.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. For further information please go to the Civil Service Prison Leaver recruitment page on GOV.UK.
Location
This role could be based at any of the following locations: Glasgow Atlantic Quay, Glasgow Northgate House, Glasgow St Vincent Street,
Successful candidates will be appointed to a particular DWP office but may be required to travel regularly and on a potentially daily basis to other DWP premises or locations in the community that are within a reasonable daily commute from the home office. Successful candidates may also be required to work from home on occasion.
Job offers will be made in merit order. If you are successful and your selected location(s) have been filled at the time of offer, DWP may offer you a role from other locations listed within this advert within a reasonable travelling distance of your home.
Please note, additional locations may be available at the posting stage.
Training
Please note that successful part time and job share candidates may be required to work full time for a number of weeks to complete and consolidate training.
Apprenticeships
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.
Complaints
If you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL [email protected] in the first instance. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission here to visit Civil Service Commission.
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).
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