About The Roles

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.

The Work Coach role is a wide-ranging and diverse office based role. You will be working with customers, employers and colleagues through a combination of digital, telephone and face to face contact on a daily basis

Training is a staggered process of classroom training and consolidation over 31 days. This is usually delivered face to face.

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.

Find out about the role of our Work Coaches, how they help individuals and their families and what makes their work rewarding’. A Day in the Life of a jobcentre Work Coach (please use the settings cog to amend subtitles between English/Welsh)

The Department for Work and Pensions (DWP) is committed to reduce the rates of fraud and error payments within Universal Credit (UC). The rate of fraud and error has continued to rise significantly with increases in the proportions of higher risk cases, for example self-employed and those with capital, and as a result of the easements and changes introduced due to the pandemic.

To address this, have introduced a new Claim Review process into the UC service, currently called Targeted Case Review. The process includes a full review of a live UC claim to determine the claimants’ payments are correct. This will include:

• Gathering evidence and examining facts by undertaking a desktop review of system information
• Conducting in-depth discussions with the claimant

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 DWP’s reputation.

The roles above 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 will 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

Find out about the role of our Universal Credit Review Agents, how they work with customers through a combination of face-to-face, digital and telephone contact to ensure they are being paid correctly.’ A Day in the Life of a Universal Credit Review Agent (please use the settings cog to amend subtitles between English/Welsh)

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. Successful candidates will be able to 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.

The job role will mainly involve discussions with our customers and their representatives, via inbound and outbound calls, to provide help and support to successfully resolve queries, explain decisions, obtain additional information and signpost appropriately.

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.

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.

The Child Maintenance Service (CMS) is responsible for all aspects of child maintenance in Great Britain. Our role is to promote financial responsibility, and to encourage and support private maintenance arrangements, as well as provide a statutory maintenance service.

We are looking for people who are customer focused, with the right skills, commitment, and capability to deliver an exceptional public service. If you have a genuine dedication to a public service department that makes a real difference to the lives of others, you will find great satisfaction in working with us.

We have 3 key roles suitable for people who can;

• Prioritise workloads and contribute towards challenging deadlines.
• Have a proven track record of delivering excellent customer service
• Have excellent written and oral communications skills using a variety of methods including digital and telephony.
• Have the ability to build good relationships and credibility with a range of colleagues and stakeholders, demonstrating strong engagement skills.
• Have sound and confident decision-making abilities.
• Have a flexible approach and the ability to work using own initiative, in a proactive manner and as part of a team.

Enforcement Roles

Each Team is responsible for all case management activities which arise during the period when the case is undergoing Enforcement action. This could include:

• Referral to Enforcement Agents.
• Use of Credit Reference Agency.
• Use of Civil Powers aimed at collection (targeting the Paying Parent’s assets or income e.g., Order for Sale).
• Sanctions powers to target the Paying Parent’s lifestyle and designed to promote compliance (e.g., disqualification from holding or obtaining a driving licence, committal to prison or removal of passport).
• Referrals to the Financial Investigations Unit, where there is evidence of criminal activity and prosecution may be required.
• Effective communication with parents, colleagues, and other parties, to gather and supply information ensuring cases are progressed effectively and accurately.
• Responsibility for the continuous improvement of the provision of service, putting the client at the heart of everything you do.

CMS Enforcement Case Manager

The role of an Enforcement Case Manager involves providing excellent customer service for both the Receiving and Paying parents, by progressing cases in a timely, accurate and effective way to ensure consistent Enforcement action which will deter non-compliant behaviour in the future.

The aim of the role is to secure effective compliance from Paying Parents and others with Child Maintenance obligations in cases where they have failed to comply with our maintenance processes.

Some of the key tasks you would be responsible for would be securing compliance from Paying Parents and others with Child Maintenance obligations in cases where they have failed to comply with our maintenance or arrears management processes. Creating a reputation for timely, effective, and consistent enforcement action which will deter non-compliant behaviour. When a case is owned by Enforcement, it will be subject to action using relevant powers at the discretion of the Caseworker who will select from the full range of legal powers that are available to CMG.

CMS Enforcement Deduction Order Team

The role of an Enforcement Deduction Order Case Manager involves providing excellent customer service for both the Receiving and Paying parents, by progressing cases in a timely, accurate and effective way to ensure consistent Enforcement action which will deter non-compliant behaviour in the future.

The aim of the role is to secure effective compliance from Paying Parents and others with Child Maintenance obligations in cases where they have failed to comply with our maintenance processes.

Some of the key tasks you would be responsible for would be collecting payments from those who refuse to pay for their children using legislative powers to apply Lump Sum (LSDO) and Regular Deduction Orders (RDO). One of the key responsibilities is therefore to engage with financial institutions to ascertain if a customer has a bank/building society account with sufficient funds to enforce a Regular or Lump Sum Dedication Order to enforce child maintenance payments, liaising with banking institutions in a secure, professional manner. Securing compliance from Paying Parents and others with Child Maintenance obligations in cases where they have failed to comply with our maintenance or arrears management processes.

CMS Team Leader

The role of a CMS Team leader involves Leading, managing, and developing a team in its contribution to the achievement of CMG objectives and provide clear direction and support in the development and delivery of outcomes.

Key responsibilities for this role include:

• Effective communication with parents, colleagues, and other parties, to gather and supply information ensuring complex cases are progressed effectively and accurately.
• Building, manage and maintaining key relationships to ensure operational effectiveness.
• Resolving enquiries and requests across a range of services, consulting relevant experts to meet customer requirements.
• Accountability for driving high quality and efficient services and performance improvements across teams, ensuring agreed objectives are met and exceeded, and addressing and resolving complex and difficult issues.
• Responsibility for managing any risks or issues that may jeopardise performance.
• Providing effective leadership, management, motivation, and development of their teams, providing a clear focus on priorities and empowering others to succeed.
• Having accountabilities for all decisions made and taking responsibility for all important or controversial decisions affecting their domain.
• Responsibility for the continuous improvement of the provision of service, putting the client at the heart of everything you do.
• Responsibility for delivering a range of performance targets.

Important Information

Working hours - The contracted working hours for the Department are 07:45 hours to 20:00 hours, Monday to Friday, and 08:45 hours to 17:00 hours on Saturday. Employees are contracted to work a specific number of hours per week within the above times. Employees will be required to work the number of hours per week for which they are contracted. For example, for full time employees this will be 37 hours net (42 hours gross including meal breaks). For part-time employees it will be less.

Access to flexible working hours scheme will be available.

This job role 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 needs of the business, but personal circumstances and other relevant circumstances will 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.

On the commencement of your employment, you will be required to complete a period of full-time training and work-based learning which will take approximately 11 weeks.

The Customer Experience Directorate is at the heart of DWP operations helping to change people’s lives. Our Decision Makers and Case Managers deliver a fast paced service, providing some of the most vulnerable people in society with decisions on their benefit entitlement and enabling them and their families to participate fully in society. We are looking for people who are customer focused, with the right skills, commitment and capability to deliver an exceptional public service.

If you have a genuine dedication to a public service department that makes a real difference to the lives of others, you will find great satisfaction in working with us. DWP helps people move into employment, supports pensioners and protects the most vulnerable in our society. We are therefore looking for people who can provide excellent customer service, can demonstrate good communication skills and a positive attitude to change and are able to work under pressure. You must have a clear commitment to, and where possible show examples of, delivering an effective service to customers.

DWP are looking to fill Executive Officer roles in DWP, Work and Health Decision Making Directorate. 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.