FAQ

Applying for the vacancy

I have applied for DWP vacancies in the past and been unsuccessful/withdrew my application, can I apply for these vacancies? Yes, you can apply for these vacancies.
Are these positions permanent? Yes, these vacancies are for permanent posts.
Can you extend a vacancy end date? Vacancy end dates have been agreed and cannot be extended on an individual basis.
There is a system error showing on my application what should I do?
The error message is dependent on the reason and status of vacancy. Please contact the SSCL Customer Hub via:
- Live Chat
- DWP-Customer_Hub@gov.sscl.com
- 0345 241 5365
Can I change my email address during the application process? Yes. You can edit your personal details including email address. You can do this by accessing your application centre and selecting your name and then “Edit Personal Details” from the menu.
I am partially sighted and cannot submit an application form online what should I do?
Please contact the SSCL Customer Hub via:
- Live Chat
- DWP-Customer_Hub@gov.sscl.com
- 0345 241 5365
Can I put in more than one application against the same vacancy? No, duplicate applications for the same vacancy cannot be made and where this is the case the duplicate application will be closed. Please note that additional applications received for the same vacancy from the same applicant but with a different email address or addresses to the original application will also be rejected. You can apply for vacancies advertised for different locations as long as it’s a different vacancy. Wilful misrepresentation in a recruitment process from a DWP employee, for example, making more than one application to the same vacancy can lead to dismissal’.
I am not sure I want to progress, can I withdraw my application? You can withdraw your application at any stage of the process. DWP would welcome any feedback from you about the recruitment process and the reason you want to withdraw.
How long does the recruitment process take? There is no set time on the process. Accurate form filling and the supply of accurate information will ensure that the process runs smoothly.
Can I track where I am in the recruitment process? You can track your application through the Application Centre by selecting “Review Status” under your application. This is set up for you when you submit your application.

Vacancy & Application

Will I receive my test, sift and interview scores? Yes your scores will be sent to you via email
How is my SJT score calculated? The score is determined from your answers to a sequence of realistic job preview questions. The questions are multiple choice with options ranging from a poor answer to an excellent answer and the score is the sum of your responses.
The benchmark score may differ from vacancy to vacancy as it is dependent upon several factors. These include the number of candidates who applied for the campaign, the range of scores achieved and the number of vacancies available within the campaign.
I have been rejected at sift, can I get feedback?
Feedback is not provided at the sift stage, but you will receive your score.
Can I refer to notes during my interview? Yes you can look at any notes you have during the interview time and while recording your answers.
Is there a specific time slot for my interview? There will be a deadline for you to complete the pre-recorded interview and you will be alerted to this deadline in the email invitation. You can take your interview at a time that suits you from the time you receive the email with the link up to the deadline.
What do I do if I have technical issues during the pre-recorded interview?
There is help available 24/7 via the Help button on the system (Tazio). If this does not resolve your issue and you require further help and assistance, please contact the SSCL Customer Hub via:
- Live Chat
- DWP-Customer_Hub@gov.sscl.com
- 0345 241 5365
Will the pre-recorded interview work with assistive technology?
Yes, the interview has been Accessibility tested and this worked well. If you use Assistive Technology and have difficulties during the interview, please contact the SSCL Customer Hub via:
- Live Chat
- DWP-Customer_Hub@gov.sscl.com
- 0345 241 5365
I currently work in DWP, can I take my pre-recorded interview on DWP equipment? Yes, you can however you will need to ensure that you have an up to date version of the internet browser Microsoft Edge to do this. If you do not have an up to date version on your DWP equipment you will need to undertake the interview on an alternative device.
I have been rejected at interview, can I get feedback?
You will be provided with your interview score but feedback is not provided automatically. If you would like to request feedback then please contact the SSCL Customer Hub:
- DWP-Customer_Hub@gov.sscl.com
- 0345 241 5365
I applied under Disability Confident Scheme (DCS) but did not get invited to interview, can you tell me why? Disabled applicants who have applied under the Disability Confident Scheme will only progress to the interview if they pass the online test and have met the minimum requirements at the sift stage. In the case where a vacancy proceeds straight to PRVI –applicants would still be required to meet minimum requirements.
How long do I have to accept the provisional offer? 5 Days
I have missed the deadline to accept my provisional offer as I was on holiday, can this be reset?
To extend, please contact the SSCL Customer Hub via:
- Live Chat
- DWP-Customer_Hub@gov.sscl.com
- 0345 241 5365
I have accepted my Provisional Offer, what do I need to do next? Please complete the On-boarding Form via your Application Centre in order to progress your application.

Vetting & Onboarding

What pre-employment/vetting checks are required for these roles?
BPSS (Baseline Personnel Security Standard) checks are required for the roles. Checks for external applicants will incorporate the following components:
- Right to work/ID/address checks
- DBS Basic/Disclosure Scotland criminal conviction check
- Employment history check
- Overseas police checks (where required)
- Health check
- Internal fraud database check (for ex-Civil Servants)
My passport is out of date and I have no other form of identity document, what can I do? You will need to source a valid photo ID document therefore you need to apply for a renewal or source another acceptable document.
I do all my banking online and my utility statements are all online, can I use online statements for my proof? Only original documents are acceptable, please arrange to visit your bank and ask them to print off a statement for you. Alternatively, please contact one of your utility providers and ask them to send you a recent statement, either of these can then be used as your proof of address.
I have to provide my current employers details but I have not yet told them I have applied, is it possible they cannot be contacted? We would only contact any employer once a provisional offer has been extended and accepted. Please ensure that you have advised them of your application since this step is mandatory and we will need to contact them.
How much information should I disclose? Please provide all information as requested since non-disclosure of any required information may affect your application.
The onboarding form is asking me to provide work history but I have previously been a student, what do I do? Select the option related to academic study.
Why has my application been returned to the onboarding form status? This action has been taken as either there is missing information or further clarification is needed - please refer to the e-mail that has been sent.
Am I eligible to work in the UK?
You are eligible to work in the UK if any of the following apply:
- You are a British citizen
- You are a European Economic Area (EEA) citizen
- You are a Swiss national
- You have a current visa/work permit that allows you to work in the UK
Full detailed guidance on visa and permits can be found on the GOV.uk visas site
I am British. Why do I have to provide RTW documentation? It is a legal requirement to show all employers evidence of your Right to Work.
Do existing DWP employees require pre-employment/vetting checks? For most roles, existing DWP employees will not require checks of any description and will bypass the pre-employment/vetting stage of the recruitment process.
I currently work for another Government department. Can I apply and will I be vetted again?
Applicants currently working for another government department are eligible to apply. If successful with their application checks will incorporate the following components:
- Right to work/ID/address checks
- DBS Basic/Disclosure Scotland criminal conviction check
I have failed pre-employment/vetting checks. Can I appeal against the fail decision?
There is no route of Appeal however if you wish to make a complaint it can be done via e-mail, you should contact the SSCL Customer Hub DWP-Customer_Hub@gov.sscl.com in the first instance. If you are not satisfied with the response you receive you can contact the Civil Service Commission at:
- http://civilservicecommission.independent.gov.uk/
- info@csc.gsi.gov.uk
- Civil Service Commission, Room G/8, 1 Horse Guards Road SW1A 2HQ
I need to provide an overseas police check. How do I obtain this? SSCL will provide you with an email which provides information of how an overseas police certificate can be obtained from any country.
How do I check my vetting/pre-employment status? Log in to your Application centre to view your current status in the recruitment process. This is the same login platform you would have used to apply for the role in the beginning.
I have been out of the country for more than 6 months but not in the same country, do I still need to obtain an overseas police check for each country? You will only need to provide a Overseas PNC if you have been in one country for more than 6 months. If you have been in different countries for short durations you will need to provide an itinerary of dates and which countries you have been in. You may be asked to provide proof of this e.g. stamps in passport, airline tickets.
I am unable to obtain an overseas police check? Please supply the reason so we can assess the circumstances we appreciate some countries will not issue and it is difficult to obtain from some countries e.g. Syria.
Does the overseas PNC have to be in English Yes, you will need to get it translated by an English translator.
I have a Health appointment booked in with the health provider and need to change it You will need to liaise with them directly.
Can I change my contact for one of my employment referees? Yes, you can but it must be a work email address.
My counter signatory is related can I use them? No, you can not use a blood relative or anyone related by marriage as a counter signatory.
I have only known my counter signatory for less than 12 months, can I still use them? No, you must have known them for more than 12 months.
Can I use a retired counter signatory? Yes you can.
How long do vetting/criminal and health checks take? This will depend on individual circumstances.
I have a DBS from a previous job can I use that for this role? No - We are required to carry out a DBS basic check on all Applicants.
What is Identity Document Validation Technology (IDVT)? IDVT is a form of technology that can establish the authenticity of documents presented for identity verification purposes.
What documents are required to progress an Identity Document Validation Technology (IDVT) check?
In order to progress a check via IDVT, you will need to either have:
- a valid in date British or Irish passport (or Irish passport card)
- or a valid sharecode and in-date biometric passport that meets the ICAO specifications for e-passports or EU/EEA biometric ID Cards that follow EC 2252/2004 that can be used to validate your identity / prove you have the right to work in the UK.
What happens if I am unable to complete an Identity Document Validation Technology (IDVT) check? If you are unable to successfully complete an IDVT check you will need an in-person document check.
Will I need access to specific technology to progress an Identity Document Validation Technology (IDVT) check? IDVT technology needs to be used on a smartphone or a tablet as the camera is needed to take a selfie for the liveness aspect of the check.
How long does an Identity Document Validation Technology (IDVT) check take? The document check takes 1-2 minutes to complete and you will be contacted once your check has been progressed.
How long will I have to complete an Identity Document Validation Technology (IDVT) check? Upon receiving your invitation to undertake the check, you will have 5 days to complete and a reminder will be sent after 3 days if you have not completed it by this point.
Who are the Identity Document Validation Technology (IDVT) provider and Is there any guidance on how to complete the process? The IDVT service provider is TrustID and applicant guidance on how to complete the process can be found on their website: https://www.trustid.co.uk/our-services/good-image-guide/
Why may your IDVT submission be rejected? Sometimes, an IDVT check can reject document submissions which are incomplete or unclear. If the submission has been rejected, you will need to complete an in-person check, unless the reason for rejection allows for a 2nd attempt (for example, a blurry passport image). If the reason allows for a 2nd attempt, you will be re-invited to complete an IDVT check.

Allocations

Where will I be based? If you are offered a role this will be included in your employment offer.
I haven't been given my first preferred location? Preferences on the application were not weighted and therefore you have been allocated to one of the locations you indicated was acceptable or if none of these options are available you have been offered a post within reasonable travelling time.
I wish to change my location preferences what do I do?
You can do this by contacting the SSCL Customer Hub via:
- Live Chat
- DWP-Customer_Hub@gov.sscl.com
- 0345 241 5365
Will the role entail travelling? You may be required to travel to or work in other locations as part of your role e.g. other local DWP offices, partner's premises etc.
Will I be office based? All DWP roles will require you to attend an office. Some roles currently have working arrangements where some hours may be worked from home however this is not contractual, and requirements could change depending on business needs.
How will roles be allocated if there is more than one business area on a campaign? Some campaigns may have more than one specific job role that is being recruited for multiple business areas. If you are successful on the campaign and made an offer you will be advised of the allocated role at this point. There is not an opportunity to express a preference and as roles have similar skill requirements and role demands and will be in the same location. Business priorities will determine which offer you are made.
In line with the advert information related to the reserve list, if you are offered a role 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.

Contracts

When will I receive my Contract? A contract will be sent with your Formal offer of employment.
My salary/annual leave/start date is incorrect on my contract, what can I do?
You can do this by contacting the SSCL Customer Hub via:
- Live Chat
- DWP-Customer_Hub@gov.sscl.com
- 0345 241 5365
When will I be able to start? Your start date will be discussed and agreed with the business area you are allocated to and will also be show on the Formal Offer once all mandatory steps in the process have been successfully completed.
When will I be able to hand my notice in? We would advise to refrain from handing your notice in until your pre-employment/vetting checks have been completed and you have received your formal offer.
Is there opportunities to move to other roles within DWP ? You will be expected to remain within your new role for a minimum of 18 months before applying for any other lateral moves within DWP. As with any role within DWP there will be opportunities to develop your skills further.

Terms & Conditions

What is the probationary period? A probationary period of 6 months (with a possible extension of up to 3 months) will apply to this appointment. This will not apply to internal applicants who have already satisfactorily completed a probationary period.
How much notice period do I have to provide if I want to leave? Where you have worked for us for less than four years' - Five weeks' notice is required.
Will my current T&Cs be transferred to this role if I am an existing DWP employee? For employees who transferred in previously on protected TUPE/ COSoP terms and conditions, you will move over to DWP terms and conditions, on acceptance of promotion or a voluntary permanent level move. Please ensure you have read TUPE Pay Procedures and understand the impact on your pay and any allowances before you take up appointment.
Will I have to work weekends? You may be required to work anytime between the following hours 7.45am - 8pm Monday to Friday and 8.45am - 5pm on Saturday.
Can I work part time? Requests for Part time working will be considered as per the needs of the business.
Will the roles offer an Apprenticeship qualification? There may be opportunities to complete an apprenticeship. This will depend on the business area and needs.

Pay & Pension

How is my Salary affected by joining a Pension Scheme? Deductions will be made monthly with an average employer contribution of over 28%. You can find out more by visiting: civilservicepensionscheme.org.uk/
What Pension scheme will I be placed in? The standard CS Pension scheme however if you have previous CS service employment you maybe eligible to enter a different scheme, we will determine this utilising a Pension Questionnaire that we will ask you to fill in.
Do I have to join a pension scheme? As soon as you start your new job, you are eligible to join the Civil Service Pension arrangements. You will find information on your pension choices in the starter pack which our distributors will send to you opt out information is included in the pack.
When will I receive my first pay? Salaries are paid monthly however depending on start date you may have to wait until the last working day of the following month. A mid-monthly advance is available to help you transition from another salary schedule for up to 3 months.
When do I need to give you my Bank Account Details? You will be prompted to provide bank details via the Application Centre once you have accepted your formal offer.

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