DWP Appeals Presenting Officer

Job summary

The Department for Work and Pensions (DWP) handle welfare, pensions and child maintenance policy. As the UK’s biggest public service department, DWP administers the State Pension and a range of working age, disability and ill health benefits to around 20 million claimants and customers.

The Dispute Resolution Service (DRS) provides our customers with the ability to challenge a benefit decision through a Mandatory Reconsideration (MR) or to submit an appeal against a benefit decision.

In DRS we work with our customers to understand their individual circumstances, collate and interpret evidence and make decisions that have real life impact.

Appeals Presenting Officers (POs) act on behalf of the Department for Work and Pensions, representing the Secretary of State for Work and Pensions at hearings before the First-tier Tribunal and attending HM Courts and Tribunals Service sites. You will receive training in understanding the benefit lines, using multiple computer systems, preparing and presenting appeals at hearings. Initially, you will be supported by experienced POs. You will use digital technology to facilitate attendance at online video and telephone hearings, as well as in-person hearings, as required.

The role requires the ability to present and communicate in a confident, clear, concise and professional manner.

You will need to build and maintain professional partnerships with internal stakeholders, promoting continuous improvement and excellent customer service.

These locations are linked to Tribunal Centres in the South and South East of England.

This role will involve significant travel and potential overnight stays. Expenses are payable as per DWP Policy.

Job description

Asan Appeals Presenting Officer you will:

• Review and prepare for each case thoroughly prior to the hearing.
• Ensure decisions under appeal have followed the law and DWP instructions.
• Collaborate with stakeholders to ensure Judicial directions are complied with and outstanding queries are answered prior to the hearing.
• Attend allocated hearings, either in person, via video conference or telephony facilities, acting as a representative and maintaining professional relationships with stakeholders.
• Present and summarise the Department’s decision in an effective and professional manner, answering judicial questions, focusing on the evidence to help ensure the right decision is reached and ensuring any communication supports the complex needs of our customers.
• Scrutinise available systems to ensure robust delivery of benefit decisions, ask the customer inquisitorial questions as appropriate and consider new evidence and points raised during the hearing.
• Ensure decisions made by the Tribunal follow the law.

Collaborating with your Manager and within the prescribed timelines you will:

• Give constructive and professional feedback to the original Case Manager, Decision Maker, Quality Lead and Health Care Professionals as required.
• Identify cases where onward challenge to the Upper Tribunal may be appropriate.
• Prioritise and proactively progress cases as directed.

Person specification

Essential Criteria - candidates will need to demonstrate how to:

• Lead Criteria - Communicate information clearly and effectively to different audiences, adapting your approach and communication style where needed. Demonstrate the ability to handle sensitive or challenging conversations professionally and respectfully.
• Build positive and trusted working relationships with colleagues and stakeholders. Encourage and support others to achieve shared goals and deliver a high standard of customer service.
• Review, interpret and analyse complex information. Identify the key points, use evidence to support recommendations, and explain reasoning in a clear and understandable way.
• Proactively manage your allocated work to support business demands. Remaining flexible and adaptable when priorities or circumstances change, while following agreed processes and procedures.
• Take responsibility for delivering work accurately and within agreed timescales, ensuring commitments and quality standards are met.

Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Managing a Quality Service
• Making Effective Decisions
• Delivering at Pace

Benefits

Alongside your salary of £32,137, Department for Work and Pensions contributes £9,310 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

DWP have a broad benefits package built around your work-life balance which includes:

• Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
• Generous annual leave – at least 23 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave.
• Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
• Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
• Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.
• Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
• An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

Written Application

As part of the application process you will be asked to provide a CV, setting out your career history, with key responsibilities and achievements. The CV is an on-line tool accessed through the Civil Service Jobsite and there is no requirement to upload your personal CV. Our CV element is short and allows an initial check of eligibility.

It will be used for information purposes only and