Executive Officers ~ Ty Taf Treforest, Wales
Job description
Details
Reference number
Salary
Job grade
Contract type
Type of role
Working pattern
Number of jobs available
Contents
Location
About the job
Benefits
Things you need to know
Apply and further information
Location
About the job
Job summary
Job description
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.
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.
About us - Department for Work and Pensions - GOV.UK (www.gov.uk)
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.
Person specification
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 inquiries 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.
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Making Effective Decisions
- Managing a Quality Service
We only ask for evidence of these behaviours on your application form:
- Communicating and Influencing
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 with emphasis on wellbeing.
- Career and Personal Development through Operational Delivery Profession.
- Employee discount schemes.
Things you need to know
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Ability.
Stages for applying – See Candidate Pack for fuller details about each stage.
Some need-to-know information
Stage 1 – Complete eligibility section of the application form.
Stage 2 – After submission of the first stage of your application you will be invited to complete a Customer Service Skills Test. If you successfully pass the test, you will be invited to complete the final stage of the application.
Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23:55 on 12/04/2023. If you fail to complete the online test and written application before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website. Please note, one element of the test is timed.
Stage 3 - If you successfully pass this test, you will be invited to submit (up to 250 words on the lead behaviour) your evidence against the Lead behaviour, Communicating and Influencing as shown above and detailed in Success Profiles,
Should a large number of applications be received, a sift may be conducted using the lead behaviour, Communicating and Influencing. Candidates who pass the customer services skills test may be progressed straight to assessment/interview.
Stages 1 to 3 must be completed before the closing date of the application as detailed on CS Jobs.
Stage 4 - The interview process:
This will consist of a pre-recorded interview which will last approximately 30 minutes. You must complete your pre-recorded interview within 7 days of receiving the invite. The 7 days begin at the point you receive the invitation.
The interview is a recording of a person asking questions to test how you have demonstrated the 3 behaviours detailed above at Level 2.
We recommend you view the interview questions and record your responses using an up-to-date web browser such as google chrome or Microsoft edge or an equivalent.
You will be given some time to familiarise yourself with this approach and practice recording a response to a question before starting to record your responses.
You will be asked Behaviour questions.
It may help to use one or more examples of a piece of work you have completed or a situation you have been in and used the WHO or STAR model to explain.
Proposed Sift and Interview dates:
Sift Period – 31 March 2023 – 17 April 2023
Interviews – From 24/04/2023
Sift and Interview dates may be subject to change.
Further Information
For jobs located in Wales, the ability to speak Welsh is desirable
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.
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.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
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
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.
Feedback will only be provided if you attend an interview or assessment.
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.
