About The Roles

Making a difference to people's lives …. Helping them recognise their potential

The Work Coach role is wide-ranging and diverse. You will be based in a Jobcentre working with a network of customers, employers and colleagues through a combination of face to face, digital and telephone contact on a daily basis. You will use your 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 and stay in a job, or progress a career.

These roles are both exciting and challenging and you will be part of a team where you can be yourself, feel supported, empowered, valued and respected.

You will be able to use and develop your knowledge about of a range of DWP benefits and build positive relationships with a network of local employers.

There is the opportunity to develop your skills and talents with access to a range of technical and professional learning to allow you to build a rewarding career.

If you enjoy working with people and are looking for a career that makes a positive difference to people’s lives, then this is the role for you.

Find out more about the role of our Work Coaches and how they help to move customer in to work A Day in the Life of a jobcentre Work Coach (please use the settings cog to amend subtitles between English/Welsh)

Role Overview

This is a varied role and the main activities include supporting customers to claim work related benefits and obtain additional support and advice to access our services. You will be offering quality advice to customers about job search actions, supporting them to job search effectively in a largely digital world, and matching customers to suitable vacancies.

You will need to build positive relationships with customers that encourage, motivate, and build trust and in doing this will develop an in-depth knowledge of local employment opportunities and the support our service partners offer.

You will be accountable for performance and management of your caseload as it changes based on local demand.

Who we are looking for

We are looking for someone who has the ability to understand complex information and give clear explanations to the customer. You will have effective communication skills both verbally and in writing to a wide range of diverse customers. This will enable you to coach customers to improve their movement in to work and manage challenging conversations. These strengths will enable you to manage difficult situations where a calm and professional manner is required following Departmental procedures.

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 will also be required to handle telephony queries as well as your face to face appointments

Training

Training is a staggered process of classroom training and consolidation over 31 days delivered face to face and in parts virtually.

Please note that successful part time and job share candidates will be required to work full time for a number of weeks to complete and consolidate training.

Working Hours

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 which, in some teams, may involve some late shifts and Saturday requirements, taking account of both business needs and personal circumstances. You will be given advance notice of your personal schedule.

Working Location

This is an office based role in one of our Jobcentres – Jobcentres currently are open to the public 09:00-17:00 Monday to Saturday.

Ensuring benefits reach those who need it most…That’s our purpose.

This is an exciting opportunity to help claimants make sure their Universal Credit payments are correct. You will also help detect and prevent error across the Universal Credit system to ensure value for money for the taxpayer.

You will help claimants make sure their personal circumstances are correct and up to date. This will ensure the correct entitlement to Universal Credit is being paid.

You will use coaching skills to make sure claimants know what they need to provide. You will also help claimants understand the importance of keeping their details up to date.

You will be part of a team where you can be yourself, feel supported, empowered, valued and respected.

You will have the chance to develop your skills with a range of technical and professional learning to help you build a rewarding career.

If you enjoy working with people and are looking for a career that makes sure public funds are used correctly and people get the right levels of support, then this could be the role for you.

Find out more about the role of our Universal Credit Agents A Day in the Life of a Universal Credit Review Agent (please use the settings cog to amend subtitles between English/Welsh)

Role Overview

The Universal Credit Review Agent role is wide-ranging and diverse.

You will work with customers, employers and colleagues through digital and telephone activity to be sure that payments are correct. You will be gathering evidence and examining facts by undertaking a review of Universal Credit claims using a variety of systems. As part of the review, you will need to conduct a robust telephone interview with the claimant to ascertain key factual details to support any benefit entitlement. These can be challenging but also rewarding as you are providing the human element to a digital claim process.

You will have responsibility for outcomes referring cases to specialist colleagues as appropriate and will have full accountability for your own performance and management of your workload.

Who we are looking for

We are looking for someone who is a good listener, able to express empathy at the right time and query information provided in right way. You will need good communication skills, both verbally on the telephone and in writing and have a can-do attitude to deliver and do the right thing for the customer. You will need to have an ability to identify problems, ask the right questions, collate information and make effective decisions demonstrating sound judgement and objective, analytical thinking.

You will be part of a team so will need to be able to collaborate with colleagues to solve problems or develop new ways of thinking.

Training

When you start, you will be required to complete a period of full-time training and work-based learning which will take approximately 7 weeks.

Working Hours

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 which, in some teams, may some late shifts and Saturday requirements, taking account of both business needs and personal circumstances. You will be given advance notice of your personal schedule.

Working Location

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.

Behind every case is a face. . . .

A role as a Decision maker is called a Case Manager in Disability Services.

You will use your judgement to review claims from Disabled Customers.

You will use your investigative skills to gather evidence and examine facts relating to current Disability Benefit awards to be confident that claimants are receiving what they are entitled to.

These roles are rewarding ,and you will be part of a team where you can be yourself, feel supported, empowered, valued and respected.

You will be able to use and develop your knowledge about Disability Benefits and build relationships with a network of colleagues.

There is the opportunity to develop your skills and talents with access to a range of technical and professional learning to allow you to build a rewarding career.

If you enjoy speaking to customers and are looking for a career that is rewarding, then this is the role for you.

Find out more about working in Disability Services A Day in the Life Working in Disability Services (youtube.com). (please use the settings cog to amend subtitles between English/Welsh)

Role Overview

Case Managers

Do you have a can-do attitude to deliver and do the right thing for the customer.

As a good listener with an ability to express empathy at the right time, you will identify problems, collate and interpret information and ask the right questions in order to solve problems. You will need to use sound judgement and objective thinking to reach the correct decision and be able to communicate with colleagues and customers clearly and concisely both verbally(via the telephone) and in writing.

You will need to be able to work independently and be proactive about enhancing and expanding your skillsets and knowledge.

What we are looking for in a Case Manager

Your role could involve a range of duties and we are seeking people who are adaptable and flexible

We are looking for people who can take personal accountability for every customer you have contact with. You will be comfortable speaking with our customers and their representatives on in/outbound calls to provide help and support to successfully resolve queries, explain decisions, obtain additional information and signpost appropriately. These can be difficult and sensitive situations and you will need to remain polite and professional, treating customers with respect and adapting your behaviour to meet the needs of our diverse customers.

You will be able to use objectivity to consider each customer’s case as a whole and make the right decisions at the right time, giving clear and explainable reasons for your decisions.

You should be able to work on your own when required but also be able to build relationships, value the contribution of others and motivate colleagues and as part of an inclusive and diverse team, to deliver a quality service.

You will be able to use a range of computer systems, telephony and digital platforms such as Microsoft teams and take responsibility for your own development to improve competency and skills, supporting and coaching others to do the same ensuring everything you do protects Departmental and Customers’ personal information.

Training

Training is delivered over 8 weeks within a classroom environment with and a further 12-16 weeks consolidation period will be completed. Training and Consolidation activity will be 100% office based.

Please note that successful part time candidates may be required to work full time for 8 weeks to complete and consolidate training.

Working Hours

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 which, in some teams, may some late shifts and Saturday requirements, taking account of both business needs and personal circumstances. You will be given advance notice of your personal schedule.

DWP is a family-friendly employer and part-time and flexible working patterns within these hours may be available but must meet business needs which must include Monday and Friday as working days.

Working Location

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.

Helping separated parents to provide for their children. That’s our purpose

This is a fantastic opportunity to begin an exciting and fulfilling career. We offer flexibility with a work life balance alongside challenge and opportunity. This could be the first step in your Civil Service career.

The Enforcement Case Manager role is wide-ranging and diverse. You will be working with customers, employers and colleagues through a combination of digital and telephone contact on a daily basis.

You will use your judgement and can make a huge difference to help families through some difficult and challenging times in their lives.

This role is both exciting and challenging and you will be part of a team where you can be yourself, feel supported, empowered, valued and respected.

There is the opportunity to develop your skills and talents with access to a range of technical and professional learning to allow you to build a rewarding career.

If you enjoy working with people and are looking for a career that makes a positive difference to children's lives, then this is the role for you.

Are you an exceptional communicator? Are you passionate about delivering outstanding customer service? Do you enjoy helping others?

If this sounds like you, then we would love to hear from you!

Find out more about working in Child Maintenance Service A Day in the Life working in the Child Maintenance Service (please use the settings cog to amend subtitles between English/Welsh)

Role Overview

Child Maintenance Service (CMS) are a crucial part of DWP. We are responsible for all aspects of child maintenance in Great Britain and our objective is to get money to children, we do this through promoting financial responsibility, encouraging and supporting private maintenance arrangements and through the provision of a statutory maintenance service.

Our Enforcement Case Managers are key to the success of CMS. You will play a pivotal role in realising our objective of getting money to children. As part of a supportive and welcoming team, you will provide excellent customer service in a fast-paced service centre and telephony environment, supporting separated families and securing children’s futures.

What will I be doing?

You will have frequent direct contact with our customers and other organisations, mostly by telephone to obtain information from a variety of sources to make accurate decisions on liability to pay child maintenance.

Securing payments and clearly advising on the consequences of non-payment you will be taking payment enforcement actions where appropriate.

To be effective you will need to be resilient and remain professional in what can sometimes be a challenging environment

What we are looking for in an Enforcement Case Manager?

Enthusiastic people with great communication skills, who are passionate about delivering excellent customer service. People who can gather and understand sometimes complex information to make decisions.

You will need to be able to manage difficult conversations with our customers when needed, and successfully resolve queries in what can be difficult and sensitive situations. This means the ability to remain calm and level-headed is essential.

You need to be resilient and digitally competent using our digital systems, maintaining accurate records and notes of any actions. If you have the ability to be responsible for and manage a personal workload and be an interactive part of a team we are looking for you.

Training

DWP is committed to your successful development and will give you the tools to build a career as a brilliant and competent professional.

When you join CMS you will complete a comprehensive period of full-time office based training and work-based learning, which will take approximately 11 weeks.

This will give you the tools and knowledge to be successful in your role.

Working Time

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 which, in some teams, may some late shifts and Saturday requirements, taking account of both business needs and personal circumstances. You will be given advance notice of your personal schedule.

We offer a variety of working patterns to suit your lifestyle. You can choose to be contracted to work part-time or full-time hours within our standard operating hours. Flexible working patterns can be requested and will be considered on an individual basis. It depends on the business area if this can be accommodated.

Working Location

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 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 post.

Reassessing outcomes to resolve differences - Enabling customers and their families to get the right support

Decision makers are called Case Managers in Disputes Resolution Services.

Our Case Managers deliver a fast-paced service, providing some of the most vulnerable people in society with decisions on their benefit entitlement.

If a DWP customer disagrees with a decision about benefits, tax credits or child maintenance they can ask for the decision to be looked at again - this is called a ‘mandatory reconsideration’. Dispute Resolution Services (DRS) provides the service that allows our customers to challenge a benefit decision (mandatory reconsideration) or submit an appeal against a benefit decision.

In DRS we work with our customers to understand their individual circumstances, collate and interpret evidence and make decisions that have real life impact.

We are looking for people who are customer focused, can demonstrate good communication skills and have the 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.

You will be part of a team where you can be yourself, feel supported, empowered, valued and respected.

There is the opportunity to develop your skills and talents with access to a range of technical and professional learning to allow you to build a rewarding career.

Find out more about working in Dispute Resolution Services, following one of our Presenting Officers, although we do have a variety of different roles. Day in the Life Working in Dispute Resolution Services (youtube.com). (please use the settings cog to amend subtitles between English/Welsh)

Role Overview

A DRS Case Manager uses digital and telephone systems to engage with customers that want to challenge their benefit decision.

To do this, on receipt of evidence you will examine the facts and consider the relevant legislation in order to make a decision on matters related to the case.

You will need to communicate effectively with a wide range of diverse customers, along with having the ability to understand and translate complex information into clear, succinct explanations for the customer, providing verbal and written explanations of decisions.

You will also need to learn to use a range of computer systems and be required to handle telephone queries, some of which may be sensitive.

Conducting Mandatory Reconsiderations (this involves reviewing decisions made in relation to a customer’s benefit) and preparing appeals for the Tribunal Service are an essential element of this role as well as providing accurate statistics and collecting information to support planning.

What we are looking for in a Case Manager

Someone with strong written and verbal communication skills who is a good listener and able to express empathy at the right time.

You will need the ability to collate and analyse information and be able to ask the right questions and solve problems, demonstrating sound judgement and objective thinking.

You should be a self-starter that can work independently and stay organised, whilst contributing to an inclusive team ethic, collaborating with colleagues to solve problems or develop new thinking.

Training

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 up to 16 weeks and may be delivered face to face or virtually, depending on business line. The specifics of this and the required consolidation period will be discussed when we agree a start date with you.

Please note that successful part time candidates may be required to work full time during training.

Working Hours

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 which, in some teams, may some late shifts and Saturday requirements, taking account of both business needs and personal circumstances. You will be given advance notice of your personal schedule.

Working Location

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.

Behind every case is a face...

Your role as a Decision Maker will be to determine benefit entitlement and eligibility, taking into account a wide range of customer circumstances.

You will use your judgement to make effective decisions on complex cases, including areas such as medical assessments and UK residency tests. You will gather evidence, examine the facts and consider the relevant legislation in each case. Decision Makers have the ability and resilience to handle sensitive and challenging situations with a diverse range of customers, always considering the person behind the decision.

These roles support the delivery of Universal Credit as well as some other areas of our business. You will be part of a team where you can be yourself, feel supported, empowered, valued and respected.

There is the opportunity to develop your skills and talents with access to a range of technical and professional learning to allow you to build a rewarding career.

If you are passionate about customer service and supporting vulnerable customers and are looking for a career that challenges you, with plenty scope for development then this is the role for you.

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

Role Overview

The Decision Maker Role is a key role for people who have a positive attitude, a desire for public service and want to make a difference to people’s lives.. You will be using and developing influencing and communication skills across a diverse group of customers and co-ordinate complex information I order to make accurate decisions on benefit claims.

You will be gathering and examining facts, relating to labour market, benefit entitlements, Work Capability Assessments (WCAs), Habitual Residency Tests (HRTs) reconsiderations and appeals and critically analysing and interpret information. The data you gather will support you to make decisions on complex cases in line with legislation updating customer accounts.

In such a key role you will need strong communication skills both verbally and digitally in order to discuss and explain decisions to claimants with a range of diverse needs. You will also need to show resilience when faced with sensitive and challenging situations and ensure internal networks are aware of any issues.

You will have the autonomy to prioritise your caseload in order to complete effectively building a strong knowledge of DWP legislation, labour market policy and Decision Making and Appeals (DMA) processes to support your Decision Making.

Who we are looking for

We are looking for someone who is able to listen and empathise with the ability to understand complex information and use sound judgement and objective thinking. You will need to be able to effectively communicate, both verbally and in writing to a wide range of diverse customers and be able to explain decisions clearly, in a logical way.

You will need to be able to work independently when required, collaborating with colleagues to share information, solve issues and develop new thinking.

Training

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 12 weeks.

Please note that successful part time candidates will be required to work full time for a number of weeks to complete and consolidate training.

Working Hours

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 which, in some teams, may some late shifts and Saturday requirements, taking account of both business needs and personal circumstances. You will be given advance notice of your personal schedule.

Working Location

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.

Fighting fraud in the welfare system....That's our purpose

Counter Fraud, Compliance and Debt (CFCD) sit right at the heart of DWP Operations, CFCD's overarching aim is to prevent fraud, error, and debt from entering the benefit systems, where it cannot be prevented, to detect and correct it as quickly as possible, and to collect debt where it has occurred.

CFCD works across DWP and Government, influencing strategy and policy, ensuring that preventing fraud, error and debt is at the root of everything we do.

There are a number of functions, that join to form Counter Fraud, Compliance and Debt (CFCD), to combat fraud and error and recover debt with compassion.

With over 10,000 people our remit reaches across the whole of DWP, and within Counter Fraud, Compliance and Debt (CFCD) there are varied, exciting and challenging roles available that support our aim to drive down the level of fraud, error and debt within the benefit system, to protect the public purse, as well as protecting those most vulnerable in our society from exploitation, which is at the root of everything we do. These include:

Find out more about working in Counter Fraud compliance and Debt A Day in the Life of Counter Fraud Compliance and Debt (please use the settings cog to amend subtitles between English/Welsh)

Role Overview

Every day in CFCD is a learning day and rarely are two days the same. This makes our job roles different to others in DWP, but keeps us at the forefront of operations, allowing us to deliver an excellent customer focussed service.

If you are ‘up for the challenge’ and keen to make a difference in a vibrant, diverse and welcoming team then we would welcome your application.

Within a great place to work, the leadership team are passionate about attracting the best talent whilst nurturing and valuing new and existing colleagues to be the best they can be. We are looking for people who can demonstrate our values and commitment which are based around collaboration, resilience and inclusivity and can be innovative, adaptable and flexible.

We want you to be comfortable challenging the norm and finding daring and dynamic solutions that support our values and enable colleagues to shine in whatever role they do.

If you want to join somewhere that recognises the importance of work-life balance, where you can learn new skills and progress your career, then CFCD is the place for you.

Come and join the CFCD team today!

Training

DWP is committed to your successful development and will give you the tools to build a career as a brilliant and competent professional.

When you join CFCD you will complete a comprehensive period of full-time office based training and work-based learning. Requirements can be different due to the complexities involved in each of the roles. More detail can be found on the full job advert.

This will give you the tools and knowledge to be successful in your role and flourish with us.

Working Hours

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 which, in some teams, may some late shifts and Saturday requirements, taking account of both business needs and personal circumstances. You will be given advance notice of your personal schedule.

We offer a variety of working patterns to suit your lifestyle. You can choose to be contracted to work part-time or full-time hours within our standard operating hours. Flexible working patterns can be requested and will be considered on an individual basis. It depends on the business area if this can be accommodated.

Working Location

We offer 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 post.

Supporting those who supported us....

Retirement Services Directorate provides pensions, benefits and retirement information for current and future pensioners in the UK and abroad.

This includes:

• Administering State Pension and Pension Credit claims, for people over State Pension Age, in the UK and abroad.
• Delivering Bereavement Services as well as annual Winter Fuel and Cold Weather payments.
• We are also responsible for administering many disability and health benefits such as Attendance Allowance, Disability Living Allowance, Carer's Allowance and Personal Independence Payment.

With the biggest customer base in DWP we offer a digital service to our customers. These services are self-serve and for customer convenience are available 24/7.

Find out more about working in Retirement Services A Day in the Life Working in Retirement Services (youtube.com). (please use the settings cog to amend subtitles between English/Welsh)

Role Overviews

1. Decision Maker

What you will be doing:

• Taking ownership to deliver excellent customer service, interacting on a daily basis by telephone, adapting your behaviour to meet the needs of our diverse customers.
• Considering each customer’s case as a whole, focusing on making the right decision at the right time.
• Working with our customers, their representatives and/or stakeholders, to provide help and support to successfully resolve queries, giving clear and explainable reasons for your decision, obtaining additional information where required and signpost appropriately.
• Use a range of computer systems, telephony and digital platforms such as Microsoft Teams.

Training

You will be required to undertake training which is necessary for you to perform your role. This will normally involve technical training for up to 4 weeks when you first join followed by a period of consolidation. This will be provided at no cost to you.

Please note that successful part time candidates may be required to work full time to complete and consolidate training. We want our employees to reach their full potential, which is why we offer a range of different opportunities such as development schemes and a variety of courses which can be accessed virtually or in-person i.e., Mentoring, Operational Delivery Profession Leadership Programme, Apprenticeships.

2. Team Leading

Are you someone who is a leader, motivator and can ensure your team is fully skilled to deliver excellent customer service and achieve effective performance. Then this role sounds right for you!

Our Team Leaders lead a team of colleagues at Administrative Officer grade within one of Retirement Services’ benefit product lines.

What you will be doing:

• Provide visible and strong leadership, sometimes remotely, ensuring your team always delivers excellent levels of customer service, putting the customer first in everything we do!
• Manage workflow via digital platforms, maximising productivity.
• Motivate and encourage teams, promoting inclusivity, providing coaching and 1-2-1 support to build the capability and confidence of our people.
• Work collaboratively with a range of stakeholders, to build relationships and drive forward our quality agenda.
• Positively drive DWPs change and modernisation agenda to ensure consistency and service improvements

Training

You will be required to undertake training which is necessary for you to perform your role. Training will be on-going until you feel confident in the role. This will be provided at no cost to you.

We want our employees to reach their full potential, which is why we offer a range of different opportunities such as development schemes and a variety of courses which can be accessed virtually or in-person i.e., Mentoring, Operational Delivery Profession Leadership Programme, Apprenticeships.

Working hours

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 which, in some teams, may some late shifts and Saturday requirements, taking account of both business needs and personal circumstances. You will be given advance notice of your personal schedule.

We offer a variety of working patterns to suit your lifestyle. You can choose to be contracted to work part-time or full-time hours within our standard operating hours. Flexible working patterns can be requested and will be considered on an individual basis. It depends on the business area if this can be accommodated.

Working Location

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.