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Disability Services - Disability Living Allowance EO Case Manager

Department for Work and Pensions (DWP)
England, GBR
Parttime, Fulltime
Onsite
£32,137
Discovered 2 weeks ago
Disability Living AllowanceCase managementInbound and outbound telephone communicationEvidence gatheringDecision-makingLegislation, guidance, and policy interpretation

Full Job Posting

Role overview

DWP is recruiting Executive Officer roles in Work and Health, Decision Making Directorate, Disability Services, within Disability Living Allowance.

The campaign lists 116 jobs across two locations; candidates may select location preferences, but must be prepared to travel or relocate at their own expense.

The role supports services across Disability Living Allowance and other disability-related benefits.

Customer case management

  • Take accountability for each customer contact and use telephone calls as the primary means of contact.
  • Manage cases across customer journeys, gather information, resolve issues, and take ownership from end to end wherever possible.
  • Use active listening and effective questions to gather evidence and clarify customer circumstances.
  • Check legislation, guidance, and policy to support fair and accurate decisions.
  • Explain decisions and next steps clearly, giving understandable reasons and building customer confidence.
  • Treat customers respectfully and adapt communication to the needs of diverse customers.

Teamwork, systems, and information

  • Work independently and with an inclusive team, build relationships, and support colleagues through development and coaching.
  • Protect departmental and customer personal information.
  • Use computer systems, telephony, and digital platforms such as Microsoft Teams.

Person specification

  • Communicate clearly and concisely with customers and colleagues, including by telephone.
  • Understand complex information and make sound decisions at the right time.
  • Be able to handle inbound and outbound telephone calls, an essential role requirement.
  • Show a can-do attitude, customer focus, adaptability, and flexibility.

Salary

  • The stated salary is £32,137; no pay cadence is specified.

Working pattern

  • The posting lists flexible working and full-time or part-time patterns.

Locations

  • The campaign lists Telford New Town House and Treforest Ty Taf; applicants may select location preferences.

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