Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Make critical decisions on complex benefit cases and provide excellent customer service.
- Company: Join the UK's largest public service department, dedicated to welfare and pensions.
- Benefits: Enjoy hybrid working options and access to learning and development opportunities.
- Why this job: Make a real difference in people's lives while developing valuable skills in a supportive environment.
- Qualifications: Strong communication skills, problem-solving abilities, and a commitment to inclusivity are essential.
- Other info: Ideal for those with military backgrounds or partners of current service members.
The predicted salary is between 26700 - 35400 £ per year.
Are you looking for a job where you can really make a difference? We want to hear from you!
We’re looking for a friendly and motivated person to join our team. In this role, you will use different computer systems and answer phone calls, including some that may be sensitive. If you’re good at communicating, solving problems, and working both independently and with others, we’d love for you to apply. Help us create a welcoming and supportive workplace where everyone can contribute!
About the Department
This role at The Department for Work and Pensions (DWP) is available to people who served in the Armed Forces, OR be in your resettlement period and due to leave the Armed Forces within a reasonable time frame OR Military Spouse/Partner: Your current partner must still be serving OR was discharged within the last 12 months.
We want you to join us, learn new skills and bring your experience to our organisation. We believe that everyone has the potential to make a difference, and we want to ensure that all our staff are equipped with the knowledge and skills to do so. As part of your employment, you will have access to a range of learning and development, and a buddy who can help you to understand the Civil Service and enable you to make the most of the opportunities it offers.
The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy. We are the UK’s biggest public service department and administer the State Pension and a range of working age, disability and ill health benefits to around 20 million claimants and customers.
Job Details
- Organisation: The Department for Work and Pensions (DWP)
- Job Title: Decision Maker
- Job Grade: Executive Officer (EO)
- Positions available: 1
- Salary: £30,975
- Location: Birkenhead
- Contract Length: 18 months
- Hours: The full-time working week in DWP is 37 hours. Hybrid working is available – 40% attendance at the above office. You may be required to work at any time between the hours of: 7.45 am and 8:00 pm on any day between Monday to Friday, and 8.45 am to 5:00 pm on Saturday. Managers will agree working patterns with successful applicants within these business hours and review these as appropriate.
About The Role
Successful candidates can expect to be involved in a range of the following:
- Make decisions on complex cases relating to labour market, benefit entitlements, Work Capability Assessments (WCAs), Habitual Residency Tests (HRTs) reconsiderations and appeals.
- Update claimant accounts with the outcome of decisions, gather evidence, examine the facts and consider the relevant legislation in order to make a decision on each case.
- Participate in continuous service improvement by providing relevant feedback.
- Make critical and robust decisions across all parts of the Universal Credit claimant journey.
- Critically analyse and interpret data to make effective decisions.
- Maintain knowledge of DWP legislation, labour market policy and Decision Making and Appeals (DMA) processes.
- Consider each claimant case, using all available information and requesting more detail or evidence if required.
- Be mindful of the claimant experience when discussing and explaining decisions.
- Provide excellent customer service, considering a claimant’s individual circumstances including complex needs, when communicating with them.
- Demonstrate strong telephony and digital communication skills with a diverse range of claimants, some with very complex needs.
- Have the ability and resilience to handle sensitive and challenging situations with all claimants.
- Use the service to deliver strong case management by checking outstanding work to identify, prioritise and complete work as effectively as possible.
- Inform Case Managers and Work Coaches about decisions made following their referrals by issuing appropriate notifications and by taking a once and done approach to assist claimants where able.
- Do the best thing for each claimant and ensure each claimant receives the correct amount of Universal Credit (UC), at the right time.
- Stay informed about changes within the service and have an impact on future service developments.
- Take ownership of personal development and continuous service improvement activity by self-service digital learning, communications tools and in-context prompts in the service.
- Follow the Universal Learning principle of accessing self-service guidance and in-context prompts at the point of need.
- Take appropriate action to encourage and support the reporting and logging all incidents of Unacceptable Claimant Behaviour.
Person Specification
To be successful you will need to learn to use a range of computer systems and be required to handle telephone queries, some of which may be sensitive.
You will need to have:
- Strong written and verbal communication skills.
- Ask the right questions and solve problems.
- A good listener who is able to express empathy.
- Demonstrate sound judgement and objective thinking.
- A self-starter that can work independently and stay organised.
- A team player that can collaborate with colleagues to solve problems or develop new thinking.
- A firm commitment to being an inclusive colleague.
To apply we will need:
- A completed Expression of Interest form (please email for a form)
- A copy of your CV
Informal conversations are expected to take place in March/April and it is hoped the successful candidate will start in May following successful security checks.
#J-18808-Ljbffr
GFIE 415 - DWP Decision Maker - Birkenhead employer: Going Forward into Employment
Contact Detail:
Going Forward into Employment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land GFIE 415 - DWP Decision Maker - Birkenhead
✨Tip Number 1
Familiarize yourself with the specific computer systems used in the DWP. Understanding these systems will not only help you during the interview but also demonstrate your proactive approach to learning and adapting.
✨Tip Number 2
Practice your communication skills, especially in handling sensitive situations. Role-playing scenarios with a friend can help you feel more confident when discussing complex cases or addressing claimant concerns.
✨Tip Number 3
Research the latest updates on DWP legislation and policies. Being knowledgeable about current practices will show your commitment to the role and your ability to make informed decisions.
✨Tip Number 4
Connect with current or former DWP employees on platforms like LinkedIn. They can provide valuable insights into the work culture and expectations, which can help you tailor your approach during the selection process.
We think you need these skills to ace GFIE 415 - DWP Decision Maker - Birkenhead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the job description. Emphasize your communication skills, problem-solving abilities, and any experience you have in customer service or decision-making roles.
Complete the Expression of Interest Form: Obtain and fill out the Expression of Interest form accurately. This is a crucial part of your application, so ensure all information is complete and reflects your qualifications for the role.
Showcase Your Skills: In your application, provide specific examples of how you've demonstrated strong written and verbal communication skills, empathy, and sound judgment in previous roles. This will help illustrate your fit for the position.
Prepare for Informal Conversations: Be ready for informal conversations expected in March/April. Think about questions you might want to ask and be prepared to discuss your experiences and how they relate to the role.
How to prepare for a job interview at Going Forward into Employment
✨Show Your Communication Skills
Since this role requires strong written and verbal communication skills, be prepared to demonstrate your ability to communicate clearly and effectively. Practice explaining complex ideas in simple terms, as you may need to do this with claimants who have varying levels of understanding.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific examples where you've successfully solved problems in the past. Highlight your critical thinking skills and how you approach complex cases, as this will be crucial for making decisions on benefit entitlements and assessments.
✨Emphasize Empathy and Listening Skills
In this role, you'll be dealing with sensitive situations. Make sure to convey your ability to listen actively and express empathy towards claimants. Share experiences where you've had to handle challenging conversations with care and understanding.
✨Prepare for Team Collaboration
As a team player, it's important to show that you can collaborate effectively with colleagues. Be ready to discuss how you've worked with others to solve problems or develop new ideas, and emphasize your commitment to being an inclusive colleague.
