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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 per year
Discovered 2 weeks ago
Disability Living AllowanceCustomer case managementInbound and outbound telephone communicationEvidence gathering and questioningDecision-makingLegislation, guidance and policy interpretation

Full Job Posting

Role overview

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

The campaign offers 116 roles across two locations; candidates may select location preferences.

Disability Services delivers support across Personal Independence Payment, Access to Work, Disability Living Allowance and Industrial Injuries Disablement Benefit.

Casework and customer contact

  • Manage customer cases across different journeys, using telephone calls as the primary means of contact.
  • Take ownership of cases where possible, gather information, resolve issues and communicate with customers and their representatives.
  • Gather evidence through active listening and effective questioning to understand customer circumstances.
  • Apply legislation, guidance and policy to make fair and accurate decisions; explain decisions and next steps clearly.

Service and team responsibilities

  • Treat customers respectfully and adapt communication to diverse needs.
  • Work independently and in a team, contributing to quality service and supporting colleagues.
  • Take responsibility for personal development and support or coach others.
  • Protect departmental and customer personal information and use computer, telephony and digital systems, including Microsoft Teams.

What the role requires

  • Clear, concise verbal communication by telephone and written communication.
  • Ability to understand complex information and make appropriate decisions.
  • Ability to handle inbound and outbound calls, an essential requirement of the role.
  • A can-do attitude and commitment to doing the right thing for customers.

Salary and contract

  • Salary is £32,137 per year.
  • Permanent role; the campaign advertises full-time and part-time working patterns.

Locations

  • Listed locations are Telford New Town House and Treforest Ty Taf.
  • Candidates can select location preferences and should choose only locations they can travel to or relocate to at their own expense.

Additional information

Workplace adjustments may be considered, but must still enable handling inbound and outbound telephone calls.

DWP states it cannot offer new visa sponsorship for these roles under the stated skill-level rules.

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