Executive Officer Review

•Make decisions on complex cases relating to labour market, benefit entitlements, Work Capability Assessments (WCAs), Habitual Residency Tests (HRTs) reconsiderations and appeals.
•Update claimant accounts with the outcome of decisions, gather evidence, examine the facts and consider the relevant legislation in order to make a decision on each case.
•Participate in continuous service improvement by providing relevant feedback.
•Make critical and robust decisions across all parts of the Universal Credit claimant journey.
•Critically analyse and interpret data to make effective decisions.
•Maintain knowledge of DWP legislation, labour market policy and Decision Making and Appeals (DMA) processes.
•Consider each claimant case, using all available information and requesting more detail or evidence if required.
•Be mindful of the claimant experience when discussing and explaining decisions.
•Provide excellent customer service, considering a claimant’s individual circumstances including complex needs, when communicating with them.
•Demonstrate strong telephony and digital communication skills with a diverse range of claimants, some with very complex needs.
•Have the ability and resilience to handle sensitive and challenging situations with all claimants.
•Use the service to deliver strong case management by checking outstanding work to identify, prioritise and complete work as effectively as possible.
•Inform Case Managers and Work Coaches about decisions made following their referrals by issuing appropriate notifications and by taking a once and done approach to assist claimants where able.
•Do the best thing for each claimant and ensure each claimant receives the correct amount of UC, at the right time.
•Stay informed about changes within the service and have an impact on future service developments.
•Take ownership of personal development and continuous service improvement activity by self-service digital learning, communications tools and in-context prompts in the service.
•Follow the Universal Learning principle of accessing self-service guidance and in-context prompts at the point of need.
•Take appropriate action to encourage and support the reporting and logging all incidents of Unacceptable Claimant Behaviour.

My tutors were there for me throughout my journey.

My line manager was also extremely supportive and would have meetings monthly with me and take part in some of my assignments. I was given the time and support to fulfil my potential.

I was given a 1-2-1 tutor who was always available to me to ask questions and provide feedback on my work.

It has given me more confidence to help others and it has helped me recognise my own limitations and where I need to work to continue to improve.

Yes

The DWP is a great place to work. We have a supportive management team in Glasgow and there is a great atmosphere in our office. There is a huge amount of support available and a genuine desire amongst everyone to do the very best to try and meet our claimants needs as efficiently as possible whilst maintaining high standards and ensuring the quality of our work is exceptional.