Case Review Officer

Job summary

Are you looking to enhance or gain experience in both Customer Service and Administration?

Are you an excellent communicator who enjoys helping customers?

If so, we would like to hear from you.

The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy. As the UK’s biggest public service department, it administers the State Pension and a range of working age, disability and ill health benefits to around 20 million claimants and customers. We are looking for successful applicants who are well suited and committed to providing high levels of customer service.

Counter Fraud, Compliance and Debt (CFCD) is at the heart of DWP’s front line operations helping to change people lives. As an Administrator, you will be at the heart of our front-line operations, assisting our customers by providing a high quality, empathetic service. As part of a supportive team, you’ll be listening to customers and keeping them informed - you’ll be able to make a real difference.

Job description

Key Tasks Include:

• Working as part of a team to support and improve the delivery of excellent customer service, quality and performance.
• Undertaking telephone calls and face to face conversations with customers to collect information and to ensure correctness and accuracy of data held.
• Utilising different IT platforms to support the activity and the accurate recording of information. Keeping case records accurate and up to date, ensuring all actions taken have been recorded on the appropriate IT systems.
• Issuing enquiries as directed, and ensuring responses are received where appropriate, within agreed timescales taking the appropriate follow up action.
• Ensuring all relevant information is collated for forward action as directed by Team Leader.
• Understanding and achieving personal productivity expectations and ensure standard processes and guidance is adhered to all times.
• Ensuring awareness and compliance of all aspects of security and data protection are adhered to.
• Communicating clearly and concisely to a wide range of customers, respecting diversity at all times, whilst taking personal responsibility for their experience of our service.
• Complying with all relevant policy and procedure regarding DWP Standards of Behaviour.

Person specification

What we are looking for:

• Ability to comply with policy and procedures. Understand responsibility to security and data storage procedures. Ability to utilise all digital platforms and building personal capability where necessary.
• Work collaboratively, effectively within a team.
• Demonstrate effective communication skills treating customers, colleagues and staff with empathy and respect and taking personal responsibility for customer service
• Ability to work diligently to achieve a minimum expected performance as directed by the Team Leader.
• Have a desire to showcase public service at its best.
• Demonstrate a positive and flexible attitude in order to achieve outcomes in a fast-changing environment.
• Display integrity and support for others, acting as a positive role model for team and colleagues.
• Possess the ability to work both autonomously and as part of a team to achieve goals, pre-empting or proactively addressing any potential issues that may arise.
• Have a willingness to learn how to deliver a DWP service using digital methods. Consistently communicate well to inspire others to achieve results.

Webinar event

We will be holding a webinar event to let you know more about these roles. This will take place on Wednesday 12/08/2026 between 12 noon and 1pm.

Please follow the link to register for the session 427007 Case Review Officer

** If the webinar page does not open, please check that pop-ups are enabled on your browser**.

Those who attend may be contacted following the event for evaluation purposes to improve our service.

Behaviours

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

• Managing a Quality Service
• Making Effective Decisions
• Communicating and Influencing

Benefits

Alongside your salary of £27,866, Department for Work and Pensions contributes £8,072 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, Ability and Experience.

Please note the closing date for your full application (test, and written statement is 23:55 on 18th August 2026**

Stage 1 – Application Form

Please complete the application form with your basic information, which includes your personal details, eligibility to apply and any reasonable adjustments required.

Stage 2 – Online Test

After submission of your application, you will be invited to comple