Disability Services - Disability Living Allowance EO Case Manager (Ref: 781)

Job summary

This campaign has roles available in two locations. Whilst you are able to select multiple locaions as preferences, this is not mandatory and you should not choose any locations you are not prepared to travel or re-locate to at your own expense. Candidates who are made an offer for any of locations they have expressed a preference for and decline or are unable to take up post within a reasonable timeframe will be withdrawn from the campaign.

Following the changes on 22nd July 2025, current DWP sponsored employees need to check their eligibility for this campaign by emailing the Visa Sponsorship Team ([email removed]) prior to applying.

DWP is not permitted to offer new sponsorships for these roles as they do not meet the skill level required for new sponsorships as set out by the Home Office.

DWP can never guarantee sponsorship for any role.

About the job

DWP are looking to fill Executive Officer roles in DWP, Work and Health, Decision Making Directorate, Disability Services in Disability Living Allowance. These are key roles for people who have a positive attitude, a desire for public service and want to make a difference to people’s lives.

We welcome applications from candidates who demonstrate they have the right influencing and communicating skills to be responsive to the needs of a diverse group of customers, an ability to understand complex information and can make the right decision at the right time.

Within Disability Services we are responsible for delivering services to millions of disabled customers across a product portfolio made up of Personal Independence Payment, Access to Work, Disability Living Allowance and Industrial Injuries Disablement Benefit.

If you’re looking for a career that makes a clear and positive difference to people’s lives, then a DWP Executive Officer role may be an ideal for you!

About us - Department for Work and Pensions GOV.UK

Job description

We are committed to creating an inclusive workplace and will consider workplace adjustments to support colleagues to perform at their best. However, as the essential requirement of the Operational Delivery Professional role is telephony work, any adjustments must still enable you to undertake the requirement of handling inbound and outbound telephone calls.

Your role will involve a range of duties, and we are seeking people who are adaptable and flexible. Typical duties may include:

• Take personal accountability for every customer you have contact with.
• To competently use the telephone as this is the primary means of customer contact through inbound and outbound calls.
• Active case management across different customer journeys, speaking with customers and their representatives on the telephone as the primary means of progressing cases, gathering information and resolving issues.
• Proactively engage with customers and representatives through inbound and outbound telephone contact, taking ownership of cases from end to end wherever possible.
• Through skilled communication, active listening and effective questioning, gather evidence, clarify customers' circumstances, to make informed decisions.
• Checking relevant legislation, guidance and policy to support fair and accurate decisions.
• Explain decisions, next steps and build customer confidence throughout the claim journey.
• Consider each customer’s case as a whole and make the right decisions at the right time.
• Give clear and explainable reasons for your decisions.
• Be polite and professional, treating customers with respect and adapting your behaviour to meet the needs of our diverse customers.
• Work on your own and as part of an inclusive and diverse team, building relationships, valuing the contribution of others and motivating colleagues to deliver a quality service.
• Take responsibility for your own development to improve competency and skills, supporting and coaching others to do the same.
• Protect Departmental and Customers’ personal information.
• Use a range of computer systems, telephony and digital platforms such as Microsoft teams.

Person specification

What we are looking for:

• A can-do attitude to deliver and do the right thing for the customer.
• An ability to communicate with colleagues and customers clearly and concisely verbally (via the telephone) and in writing to achieve the right result.
• An ability to identify problems; collate and interpret information - ask the right questions, problem solve.
• A good listener that is able to express empathy at the right time.
• Can demonstrate sound judgement and objective thinking.
• A self-starter that can work independently.
• A consistent learner who is proactive about enhancing and expanding skillsets.

The ability to speak Welsh is always welcomed.

Behaviours

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

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

Benefits

Alongside your salary, the Department for Work and Pensions contributes 28.97% towards you being a member of the Civil Service Defined Benefit Pension scheme. This means for your salary of £32,137 DWP contributes £9310.08. Find out what benefits a Civil Service Pension provides.

We also 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.

All this is covered in DWP Employee Benefits: Discover what we offer

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