Overview
As a Universal Claim Review (UCR) Agent you will: manage and conduct case reviews within an allocated caseload, following the structured Claim Review process to ensure all cases adhere to all legal and policy requirements.
Responsibilities
* Plan and conduct robust interviews with claimants by telephone, asking challenging questions to gather all relevant information, including exercising judgement to tailor follow up questions of each individual case.
* Decide what evidence is appropriate to request from claimants in order to confirm the validity of declarations, considering the context of each individual case.
* Gather, verify and assess all available information, and decide on an appropriate course of action from a number of options, to ensure any incorrectness can be identified and corrected. Examples include referring to a Decision Maker or Case Manager to enable accurate benefit reassessment, overpayment and underpayment calculation, fraud referrals to Counter Fraud, Compliance and Debt (CFCD), or referring incorrect cases for corrective action.
* Present all information relevant to a claim review clearly and accurately, so that others can use the gathered information and advice as the sole source of evidence to make a fair judgement.
* Seek support and advice when required, identifying most appropriate source for the particular challenge, referring to written guidance, raising with colleagues in a case conference or escalating to a team leader.
* Record the progress of a case on departmental systems. Maintain and retain relevant evidence in the evidence file redacting & annotating sensitive material when appropriate.
* Work collaboratively, effectively and flexibly within the team and contribute towards the development of this role.
* Contribute to feedback and lessons learned to shape and improve the role and processes.
Outcome
The key outcome from the reviews is to be confident the claimant is being paid the right amount and any incorrectness has been corrected. This is an exciting opportunity to help shape the design and operating model of this process and be part of delivering DWPs Fraud and Error strategy, ensuring value for money for the taxpayer and positively impacting DWPs reputation.
Assessment and Behaviours
* You will be given the opportunity to test your equipment and answer a practice question. You will be assessed against three Civil Service Behaviours (Executive Officer -EO level)
* Communicating and Influencing
* Managing a Quality Service
* Making Effective Decisions
Working pattern and location
National terms apply to hours and location. DWP contracts are based on a 42 hour week; you will work 37 hours (36 hours for existing DWP staff based in London under certain circumstances). You may be required to work between 7:45 am and 8:00 pm on weekdays and 8:45 am to 5:00 pm on Saturday. A working pattern that meets business needs will be discussed and agreed once you have started. You will be given advance notice of your personal schedule. New recruits will be required to work full time during training and consolidation periods; after which suitability for hybrid working will be considered. Part-time and job sharing patterns may be available but must meet business needs.
Location: Successful candidates will be appointed to a particular DWP office but may be required to travel regularly to other DWP premises or community locations within a reasonable daily commute from the home office. This vacancy is only for the locations shown above. If you are not within reasonable travel distance, consider applying for other vacancies within your travel area. This role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed.
Nationality and Diversity
Nationality requirements and diversity information are provided; the Civil Service welcomes applications from diverse backgrounds and supports the Disability Confident Scheme (DCS) and related initiatives. Further information is available in the original wording.
Benefits and Additional Information
* Salary and Civil Service Pension details are provided alongside the package.
* Benefits include flexible working patterns, generous annual leave, financial wellbeing support, health and wellbeing programs, family-friendly policies, funded learning and development, and an inclusive environment with networks.
Application Guidance
Please complete the application form and provide examples of how you have demonstrated the Civil Service Success Profiles behaviours in past experiences. A Situational Judgement Test will be part of the process. Time estimates and requirements are provided in the original description.
Note
If you have accessibility needs or require reasonable adjustments, contact the specified support channels before the closing date.
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