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The Roles

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.

The DWP Executive Officer role is wide-ranging and diverse. You will be working with customers, employers and colleagues through a combination of digital, telephone and face to face contacts on a daily basis. To be successful you will need to demonstrate effective communication skills across a wide range of diverse customers, along with the ability to understand complex information and give explanations to the customer. You will also have the ability to manage difficult situations.

Your role could involve a range of duties and we are seeking people who are adaptable and flexible. Typical duties may include:

  • Providing excellent customer service in a variety of environments including contact centre and face-to-face.
  • Making fact–based assessments regarding benefit entitlement.
  • Assessing claims and dealing with enquiries from a variety of customers.
  • Supporting the Department’s aim to use digital means as the primary contact channel for all claimant services.
  • Leading and managing a team to deliver excellent customer service, quality and performance.
  • Managing Departmental resources and reputation; this could include making spending decisions, ensuring value for money, confirming eligibility to receive appropriate benefits, line management of colleagues or managing communication with external partners.
  • Offering quality advice to customers about job search actions, supporting them to job search effectively in a largely digital world.

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. This will include the expectation to work 1 late shift a week and 1 Saturday in 4 (depending on business requirements).

Role Examples