The DWP is recruiting for 116 Executive Officer Case Managers in Disability Services

The locations are: Ty Taf CF37 5YN and Telford TF3 4HB

Within Disability Services 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.

If you’re looking for a career that makes a clear and positive difference to people’s lives, then a DWP Executive Officer role may be an ideal for you!

The roles will involve a range of duties, and we are seeking people who are adaptable and flexible. Typical duties may include:

• Take personal accountability for every customer you have contact with.
• To competently use the telephone as this is the primary means of customer contact through inbound and outbound calls.
• Active case management across different customer journeys, speaking with customers and their representatives on the telephone as the primary means of progressing cases, gathering information and resolving issues.
• Proactively engage with customers and representatives through inbound and outbound telephone contact, taking ownership of cases from end to end wherever possible.
• Through skilled communication, active listening and effective questioning, gather evidence, clarify customers' circumstances, to make informed decisions.
• Checking relevant legislation, guidance and policy to support fair and accurate decisions.
• Explain decisions, next steps and build customer confidence throughout the claim journey.
• Consider each customer’s case as a whole and make the right decisions at the right time.
• Give clear and explainable reasons for your decisions.
• Be polite and professional, treating customers with respect and adapting your behaviour to meet the needs of our diverse customers.
• Work on your own and as part of an inclusive and diverse team, building relationships, valuing the contribution of others and motivating colleagues to deliver a quality service.
• Take responsibility for your own development to improve competency and skills, supporting and coaching others to do the same.
• Protect Departmental and Customers’ personal information.
• Use a range of computer systems, telephony and digital platforms such as Microsoft teams.