About the job
DWP are looking to fill Executive Officer roles in DWP Disability Health & FED (Fraud, Error & Debt) Services, Access to Work. These roles are 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 the right communication skills, can respond to the needs of a diverse group of customers, 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.
These posts are for Access to Work, a UK government scheme that provides practical support for people with a disability, health condition or neurodivergence to help them do their job. The support is tailored to the person and is designed to remove barriers so they can work effectively and confidently.
Responsibilities
* Take personal accountability for every customer you have contact with.
* Confidently handle inbound and outbound telephone calls, providing clear explanations, resolving queries, gathering information, and signposting customers appropriately, including in difficult or sensitive situations.
* Manage your own caseload, prioritising work effectively to meet quality, performance and timeliness standards.
* Consider each customer’s case as a whole and apply relevant guidance to make fair, evidence‑based decisions.
* Give clear and explainable reasons for your decisions.
* Be polite and professional, treating customers with respect and adapting your behaviour to meet the needs of a diverse customer base.
* 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.
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