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Loan
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Finance
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About the job
Benefits
Things you need to know
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Location
About the job
Job summary
This post is offered on a Fixed Term Appointment (FTA) basis for 6 months with the possibility but no guarantee of an extension or permanency.
Permanent Civil Servants will not be expected to change their employment status from permanent to fixed term appointment.
Internal applicants will be appointed on inward loan and subject to the terms of the agreed inward loan agreement. The expectation is that you will return to your previous post at the end of the loan period, which will need to be agreed with your line manager in advance.
If you're employed by a non-departmental public body (NDPB) by moving jobs this will involve a change of employer and you may break the statutory rules on continuity of employment.
Ensuring benefits reach those who need it most.
That’s our purpose.
A career at the Department for Work and Pensions serves a wider purpose. From the first day on the job to the transition into retirement, our people support those who need help most. This is important work, and we ensure our people are given the tools they need to succeed in a place where everyone belongs and can be at their best. For a career packed with possibility, a comprehensive benefits package, where we live by our values and have the opportunity to improve the lives of people across the UK, look no further.
Benefit Payment Systems Group (BPSG) specialise in pre and post payment resolution, including resolving issues and exceptions for bank payments, third party deductions, control of payment files and other complications arising from the payment process. Our customers include DWP, Other Government Departments, Banks, Building Societies, and the general public.
The post holder will work within an EO led Operational team specialising in the prompt resolution of pre and post payment issues and exceptions. This will involve investigations and making updates using DWP systems and system reports and dealing effectively with queries. The role will require liaison with DWP colleagues and third parties, e.g. banks, building societies, utility companies and housing associations. The team are multi skilled and resourced flexibly to ensure all business priorities can be met.
Applicants must be able to demonstrate a passion for working flexibly across teams and delivering an excellent Customer Service with the ability to inspire, encourage and influence others to deliver quality outcomes and respond well to change.
Job description
Successful candidates can expect to be involved in a range of the following activities:
- Repair and process payments that are rejected by banks and building societies.
- Recall payments on behalf of DWP to prevent overpayments.
- Accurately update and amend benefit systems records on instruction from banks, building societies and other financial institutions.
- Resolve Contact Centre telephone enquiries received from internal and external customers and third parties, ensuring all queries are dealt with in line with the required timescales and quality standards.
- To work towards, and contribute to the successful delivery of the Team work plan, objectives, targets and healthy indicators.
- To support the Continuous Improvement team programme to improve processes for the benefit of the Team, claimants and third parties.
- To work in full compliance with the DWP guidance, in particular regarding Human Resources (HR), Security and Information Management policies.
Working Pattern
Although part time hours will be considered, this role will require successful candidates to attend a mandatory 6 week training on appointment. There will be a requirement to undertake full time hours for this period, which will be paid. On completion of training, successful candidates will then revert to agreed working patterns if they are part time.
Person specification
The candidate must demonstrate the following:
Essential Criteria:
- Experience of working on their own initiative as-well as collaboratively as part of a team and quickly developing good working relationships. (lead criteria)
- Ability to deal with wide ranging enquiries and follow through to resolution, along with the ability to develop solutions to address a problem.
- Ability to work flexibly to meet ever changing priorities, managing a diverse workload.
- Excellent communications skills, both oral and written, tailoring all communications to suit the audience.
- Experience of using Microsoft Word, Excel, PowerPoint and a willingness to learn new skills.
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Delivering at Pace
- Working Together
Benefits
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
Location
This role will be located at Great Western House, Woodside Ferry Approach, Birkenhead, CH41 6DA.
Applicants should apply for suitable posts where they can travel to and from their home office location daily within a reasonable time.
Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed.
Hybrid Working
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 your post.
Please be aware that these roles can only be worked in the UK and not overseas.
Things you need to know
Selection process details
Application
After submission of the first stage of your application you will be invited to complete a Civil Service Numerical Test and a Civil Service Verbal Test. If you successfully pass the tests, you will be invited to complete the final stage of the application.
Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23:55 on 02/04/24. If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.
You will need to pass the on-line tests to progress through to written sift and interview. Information on the tests including how you can prepare for and practice the tests is on the Gov.uk website – Civil Service online tests - guidance for candidates Civil Service online tests - GOV.UK. https://www.gov.uk/guidance/civil-service-online-tests
Sift stage:
As part of the application process, you will be asked to complete a Personal Statement of no more than 1,000 words.
The sift panel will use your Personal Statement to assess your skills against the Essential Criteria listed in the advert.
Should a large number of applications be received, an initial sift may be conducted using the lead criteria: "Experience of working on their own initiative as-well as collaboratively as part of a team and quickly developing good working relationships".
Interview stage:
If you have been successful in sift stage, you will be invited to an interview via Microsoft Teams. You will need to produce evidence of ID at the interview.
During the interview you will be assessed against the behaviours outlined in the job advert.
Application sift is planned to be carried out :- 04/04/24 – 11/04/24
Interviews are planned to be carried out :- 29/04/24 – 07/05/24
Please be advised that the above dates are indicative only and are subject to change.
The evidence you provide in your application must relate to your own experiences.
Further Information
Find out more aboutWorking for DWP
A reserve list may be held for a period of 6 months from which further appointments can be made.
Any move too DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
If successful and transferring from another Government Department a criminal record check may be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.
However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
New entrants are expected to join on the minimum of the pay band.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
Existing Civil Servants and applicants from accredited NDPBs are eligible to apply, but will only be considered on loan basis (Civil Servants) or secondment (accredited NDPBs). Prior agreement to be released on a loan basis must be obtained before commencing the application process. In the case of Civil Servants, the terms of the loan will be agreed between the home and host department and the Civil Servant. This includes grade on return.
Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing.
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action.
Reasonable Adjustment
At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.
We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.
If you need a change to be made so that you can make your application, you should:Contact Government Recruitment Service via DWPRecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the “Reasonable Adjustments” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Apply and further information
Contact point for applicants
Job contact :
Recruitment team
Further information
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Click here to visit the Civil Service Commission.
