Length of employment: Job Summary: This campaign has roles available in several locations. Whilst you are able to select up to 5 lo cation preferences, this is not mandatory, and you should not choose any locations you are not prepared to travel or re-locate to at your own expense. Candidates who are made an offer for any of locations they have expressed a preference for and decline or are unable to take up post within a reasonable timeframe will be withdrawn from the campaign. Please note that these vacancies are not currently eligible for new applications for Visa Sponsorship on the Skilled Worker route, for any candidates who do not currently have permission to be in the UK as a Skilled Worker where they were sponsored before 4 April 2024, even if relying on tradeable points (including the new entrant tradeable points option) as they do not satisfy the minimum salary hourly rate requirement. This information is offered as guidance only, and we recommend that applicants seek specialist advice on their eligibility for Visa Sponsorship (if applicable) when considering whether to apply for any role. About the job The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy. We are the UK's biggest public service department and administer the State Pension and a range of working age, disability and ill health benefits to around 20 million claimants and customers. DWP is committed to being an equal opportunities employer and we aspire to being the most inclusive employer in the United Kingdom. The Work Coach role is rewarding, varied and complex and no two days will be the same as you will be dealing with different customers face to face and their specific support needs each day. About us - Department for Work and Pensions GOV.UK Please ensure you read all the process information for this campaign as we are conducting a voluntary assessment trial and there are additional elements to be aware of. We would be grateful if you would participate in this to help to shape our future recruitment processes aiming to improve our candidate experience. Job Description: As a Work Coach you hold a vital role in the Department, helping individuals and their families towards financial independence through work and enabling them to claim the support they need as they progress. Work Coaches are customer-focused, dedicated individuals and able to deliver exceptional service with empathy and compassion to people who need their support. As a Work Coach, you will use sound judgement to help people through some difficult, challenging times in their lives, and your tailored coaching can make a huge difference to their ability to find, stay in, and progress in a job. If you're looking for a job that makes a clear difference to people's lives, a Work Coach role in DWP could be just what you are looking for. Key Accountabilities The Work Coach role is wide-ranging and diverse. You will be working with customers, employers and colleagues through a combination of face to face, digital and telephone contact on a daily basis. Some of the main activities are set out below: Providing support to customers claiming Universal Credit, Employment and Support Allowance, Jobseekers Allowance and Income Support. Offering quality advice to customers about job search actions, supporting them to job search effectively in a largely digital world, and matching to suitable vacancies. Meeting your legal duty to comply with the Equality Act 2010 and making sure your customers get the additional support and advice to help them access our services Building positive relationships with customers that encourages, motivates, and builds trust. Developing an in-depth knowledge of local employment opportunities and the support our service partners offer. Making timely decisions, based on customer needs, and referring them to appropriate help and support. Be accountable for performance and management of your caseload. Alongside your salary, the Department for Work and Pensions contributes 28.97% towards you being a member of the Civil Service Defined Benefit Pension scheme. This means for your salary of £30,975 DWP contributes £8973.46. Find out what benefits a Civil Service Pension provides. We also have a broad benefits package built around your work-life balance which includes: Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours. Generous annual leave - at least 23 days on entry, increasing up to 30 days over time (pro-rata for part time employees), plus 9 days public and privilege leave. Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme. Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly). Family friendly policies including enhanced maternity and shared parental leave pay after 1 year's continuous service. Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes. An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women's Network, National Race Network, National Disability Network (THRIVE) and many more. What we are looking for: Effective communication skills both verbally and in writing to a wide range of diverse customers, The ability to understand complex information and give clear explanations to the customer. You will be able to coach customers to improve their movement in to work You must be able to navigate a range of computer systems to action tasks as well as coach customers to. be confident using digital work search tools. You'll also be required to handle telephony queries and have the ability to manage difficult situations where required in a calm and professional manner. If you're looking for a career that makes a clear and positive difference to people's lives, then being a Work Coach may be an ideal role for you! You can find out more and apply here. 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. Key Information This recruitment campaign includes a new Voluntary Assessment Pilot. Your participation will have no impact on the outcome of the Vacancy you are applying for. You will be helping to testing some new tools DWP may adopt in the future. The there are two assessments which we really need your help to test how they worked and your experience in using them. Assessment 1 Values & Behaviours - Focuses on your values and beliefs. You rate statements on a scale (strongly agree/disagree) based on your preferences Assessment 2 Scenario Based Assessment - Relates to behaviours & asks you to rate scenarios as the most or least effective approach. How to participate Once you have submitted your application, completed the Situation Judgement Test and the vacancy has closed, you will receive an email inviting you to take part in the Voluntary Assessment Pilot. You will have 48 hours for you to complete both assessments. Once you have completed both assessments you will receive a short survey to provide valuable feedback on how you found the assessment or why you decided not to participate in the pilot assessments. We would really encourage you to participate and complete the assessments as your involvement will help shape the future of our recruitment processes in DWP and give you an opportunity to try a potential new and exciting DWP recruitment assessment. Selection Process The Candidate Pack attached to this vacancy provides useful additional information to help candidates navigate our recruitment process, we suggest Candidates refer to it to support them through our selection process. How we will communicate with you Throughout the selection process we will communicate with you electronically and/or by telephone. Please ensure you regularly check your Assessment Centre account, as well as your spam/junk email folder. Telephone calls may show as a withheld number, it is important that you answer so that your interview can be confirmed. 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 Success Profiles Behaviour Communicating and Influencing (Executive Officer -EO). You may provide evidence taken from a work situation or somewhere else, such as work experience, volunteering, in connection with a hobby. You should choose examples that enable you to describe specific things you did and clearly demonstrate the behaviour. 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. More information on Success Profiles and Civil Service Behaviours c an be accessed by clicking the links. Stage 2 - Selection Situational Judgement Test 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. The Situational Judgement Test is a timed exercise designed to see how you would naturally react in situations and how you would communicate with others. It consists of multiple-choice scenarios. You do not need any knowledge or experience specific to DWP to be able to complete the exercise, nor do you need any specific knowledge or experience relating to the scenario presented. You should allow 30-45 minutes to take the test. 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. IMPORTANT:After the test deadline, we will look at all applicant scores to decide what the job's pass mark will be. We will consider the impact on protected groups and the number of invitations to the next stage. We may decide to raise the pass mark for the job - if so, you will be informed, and you will be told if you have passed or failed at the raised standard. Meeting the minimum test requirements for a job level is no guarantee of an invite to continue the selection process. At this point, once the vacancy has closed, you will be invited to participate in the new voluntary assessment process. There is a 48 hour period in which to complete these, after which you will receive a short survey that will ask you about the assessments. These assessment outcomes will not form part of the scores and outcomes for this campaign but will allow DWP to assess if they are a suitable alternative to elements of the current process. After this voluntary assessment the trial elements will end, and your application will continue as normal. Sift Those candidates who meet the minimum required test score will have their written application form evidence assessed. 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 Interview If you meet the required standard and your application is successful, you will receive an invitation to a pre-recorded video interview (PRVI). You must complete your interview within 5 days of receiving the link. 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 The evidence you provide must relate to your own thoughts and experiences. Feedback will only be provided following an interview. Stage 3 - Offer Offers will be made in merit order and business continuity. Further Information At the Department for Work and Pensions (DWP) we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce. Find out more aboutworking for DWP on the DWP Careers Hub. Reserve List A reserve list may be held for a period of 6months which we may also use to fill future similar vacancies. If you are placed on a reserve list if your application is successful, but we cannot immediately offer you a post, please note: 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. If you accept an offer of a post, you will be expected to withdraw from any reserve lists of campaigns you have applied for, with DWP, at this grade. 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 Disability Confidence If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards. Reasonable Adjustments 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 the Government Recruitment Service via 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. If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. Integrity, plagiarism, Civil Service Principles and the use of Artificial Intelligence (AI) 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. Examples of plagiarism can include: Presenting the work, ideas and experience of others as your own Copying content or answers from an online or published source that is not your own We recognise that AI may be helpful when applying for this role, but it is important to use it in the right way. Read the DWP AI Candidate Guide to understand how you can make the best use of AI while ensuring your application remains authentic and effective. This guide also clarifies what is considered acceptable and unacceptable use of AI when applying for jobs with DWP. Applications will be screened and if evidence of plagiarism or unacceptable use of AI is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action. Disclosure and Barring Service and Internal Fraud Database Checks To process applications without delay, we will be sending a Criminal Record Check toDisclosure and Barring Service or Disclosure Scotland 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 emailingstating the job reference number in the subject heading. 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 successful and transferring from another Government Department, a criminal record check will becarried out. Important New entrants are expected to join on the minimum of the pay band. 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. If you are successful you must be able to be released from your current post within 4 weeks. Those on protected TUPE/ COSoP terms and conditions applying on promotion or voluntary permanent level move will adopt DWP's Terms and Conditions and this may have a different impact on pay and allowances. Please review this prior to acceptance of a role. 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. Accepting a post will be taken to mean acceptance of revised terms & conditions. Civil servants applying on promotion will usually be appointed to the salary minimum or within 10% of existing salary. Any move to DWPfrom 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 the Childcare Choices Website. Hybrid Working This job role is not suitable for hybrid working, and is fully office based Training Part time and job share candidates will be required to work full time to complete and consolidate training, after which colleagues should be able to adopt their agreed working pattern. 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. Hours of work DWP contracts are based on 42 hour week however you will work 37 hours (under certain circumstances 36 hours for existing DWP staff based in London). All customers must receive a consistently good service no matter how or when they decide to contact DWP as such: You may be required to work at any time between the hours of 7.45 am and 8:00 pm on any day between Monday to Friday, 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. Working pattern Part time and job sharing working patterns within working hours may be available but must meet business needs. We will do our best to let people with existing part time contracts retain their contracted hours provided they are in line with current business needs. Please note that successful part time and job share candidates will be required to work full time for specific periods to complete and consolidate training Location DWP is a family-friendly employer and part-time and term time working patterns may be available but must meet business needs. This is a fully office based role. Successful candidates will be appointed to a particular DWP office but may be required to travel regularly to other DWP premises or locations in the community that are within a reasonable daily commute from the home office. We will discuss this further with you, if you are successful and at the point of agreeing your start date. This vacancy is only for the locations shown above. If you are not within a reasonable daily travel distance of these locations, you would need to consider applying for other vacancies within your travel area. Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed Please note: We are not able to consider requests to move your application to other vacancies advertised elsewhere in the UK. Complaints If you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL 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.