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Form of work
SalaryDWP helps people lift themselves out of poverty and to stay out of poverty, through work, saving and support. This is a hugely important public service, and our challenge is bigger than ever. As part of Counter Fraud Compliance and Debt Directorate (CFCD) you will be at the heart of DWP’s front line operations, helping to change people lives and supporting the CFCD purpose of fighting fraud in the welfare system.
CFCD is a great place to work where 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 to leadership which are based around Collaboration, Resilience and Inclusivity. We look for emotionally aware leaders who enable teams to 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.
The Counter Fraud, Compliance and Debt Complaints team are part of the wider DWP Complaints team and are responsible for:
- Dealing with customer complaints and a diverse range of correspondence.
- Delivering a high-quality service whilst achieving targets.
- Supporting activities to ensure that lessons from complaints are learned both within the team and in wider Operations.
- Effective and timely drafting of Complaint / Enquiry response letters to ensure compliance with Cabinet Office and DWP standards.
- Ensuring complaints and enquiries are fully resolved.
- Maximising your use of telephony as the preferred channel of resolution.
- Working collaboratively with other Complaint Resolution Teams, Director’s Support Teams and DWP expert domain to provide a high-quality service, providing challenge and reducing failure demand.
- Compliance with DWP policy and guidance.
- Identification and expedient escalation of particularly sensitive cases ensuring a high degree of discretion and integrity.
