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Details Reference number 309176 Salary £28,117 Job grade Executive Officer EO National Contract type Permanent Type of role Operational Delivery Working pattern Full-time Number of jobs available 50 Contents Location About the job Benefits Things you need to know Apply and further information Location Manchester Anchorage, Stockport Millenium House About the job Job summary About the job DWP are looking to fill Executive Officer roles in DWP, Work and Health Decision Making Directorate, Disability Services. These are key roles for people who have a positive attitude, a desire for public service and want to make a difference to people’s lives. We welcome applications from candidates who demonstrate they have the right influencing and communicating skills to be responsive to the needs of a diverse group of customers, an ability to understand complex information and can make the right decision at the right time. Within Disability Services we are responsible for delivering services to millions of disabled customers across a product portfolio made up of Personal Independence Payment, Access to Work, Disability Living Allowance and Industrial Injuries Disablement Benefit. 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 Job description Your role could involve a range of duties and we are seeking people who are adaptable and flexible. Typical duties may include: Take personal accountability for every customer you have contact with. Speak on the telephone with our customers and their representatives to provide help and support to successfully resolve queries, explain decisions, obtain additional information and signpost appropriately. This can be in difficult and sensitive situations. Taking and making inbound and outbound calls. Consider each customer’s case as a whole and make the right decisions at the right time. Give clear and explainable reasons for your decisions. To competently use the telephone as this is the primary means of customer contact through inbound and outbound calls. Be polite and professional, treating customers with respect and adapting your behaviour to meet the needs of our diverse customers. Work on your own and as part of an inclusive and diverse team, building relationships, valuing the contribution of others and motivating colleagues to deliver a quality service. Take responsibility for your own development to improve competency and skills, supporting and coaching others to do the same. Protect Departmental and Customers’ personal information. Use a range of computer systems, telephony and digital platforms such as Microsoft teams. Person specification What we are looking for: A can-do attitude to deliver and do the right thing for the customer. An ability to communicate with colleagues and customers clearly and concisely verbally(via the telephone) and in writing to achieve the right result. An ability to identify problems; collate and interpret information - ask the right questions, problem solve. A good listener that is able to express empathy at the right time. Can demonstrate sound judgement and objective thinking. A self-starter that can work independently. A consistent learner who is proactive about enhancing and expanding skillsets. 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%. Alongside your salary of £28,117, DWP contributes £7591,59 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. 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 This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Ability. 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). A NOTE ON ANONYMISATION DWP operates an anonymised recruitment process, you should remove any personal details that could be used to identify you. This relates to name and contact details which might usually appear on your Personal Statement. Failure to do so will result in your application being withdrawn. The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action. 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. Depending on application numbers we may progress all candidates who have been successful at the online test through to interview without assessing the written application evidence 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 will be based at Millenium House Stockport. Offers will be made in merit order and business continuity. Candidates should note that if successful in this campaign, you will be expected to remain in post for a minimum of 18 months before applying for any other lateral moves within DWP. Reserve List You may be placed on a reserve list if your application is successful, but we cannot immediately offer you a post, please note: If you accept an offer of a post, you will be expected to withdraw from any other live campaigns you have applied for, with DWP, at this grade. If you are offered the role you applied for, in a location you have expressed a preference for, and you decline the offer or are unable to take up post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances*. If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list. Note - Exceptional circumstances could be when a candidate has requested a contractual Part Time Working Pattern and this pattern cannot be accommodated in the initial role offered or in cases of serious ill health. 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. DWP is a family-friendly employer and part-time and job-sharing working patterns within these hours may be available but must meet business needs. Successful part-time candidates will be required to work full-time for specific periods to complete and consolidate training. Training and consolidation will be conducted in the office. The full-time working week for DWP is 37 hours. You may be required to work at any time between the hours 8am and 8pm on any day between Monday to Friday and 9am to 5pm on Saturday. You will be given advance notice of your personal schedule. Some of these roles may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need, but personal circumstances and other relevant circumstances may also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post. 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. working pattern, 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. Location This role will be based at Millenium House Stockport (25 roles) and Manchester Anchorage (25 roles). 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. 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] mailto: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 Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. 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). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window). Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job contact : Name : SSCL Customer Hub Team Email : [email protected] Telephone : 0345 241 5365 Recruitment team Email : [email protected] Further information http://www.dwpjobs-eorecruitment-microsite.co.uk/