Disability Services - Case Manager - West Yorkshire (Ref: 724)

Your role could 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. Speak on the telephone with our customers and their representatives to provide help and support to successfully resolve queries, explain decisions, obtain additional information and signpost appropriately. This can be in difficult and sensitive situations. Taking and making inbound and outbound calls. Consider each customers case as a whole and make the right decisions at the right time. Give clear and explainable reasons for your decisions. To competently use the telephone as this is the primary means of customer contact throughinbound and outboundcalls. 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. Behaviours We’ll assess you against these behaviours during the selection process: Communicating and Influencing Managing a Quality Service 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 30,975 DWP contributes 8973.46. 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 (prorata 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 years 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 Womens Network, National Race Network, National Disability Network (THRIVE) and many more. Things you need to know Selection process details This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours and Ability. Stage 1- Apply Please complete the application form and write up to 500 words providing examples of how things you have done in the past and your skills and experience help you demonstrate the Success Profiles behaviour Communicating and Influencing (Level 2). A NOTE ON ANONYMISATION DWP operates an anonymised recruitment process, you should remove any personal details that could be used to identify you. This relates to name and contact details which might usually appear on your Personal Statement. Failure to do so will result in your application being withdrawn. The evidence you provide must relate to your own experiences. If evidence of plagiarism, or sharing of questions, information or answers throughout any part of the selection process is found, your application will be withdrawn. Examples of plagiarism can include: Presenting the work, ideas and experience of others as your own Copying content from an online/published source Using forms of Artificial Intelligence to produce application content which you present as your own. More information on Success Profiles and Civil Service Behaviours can be accessed by clicking the links. Stage 2 – Selection After submitting your application, you will be sent an invitation with a link to complete an online Situational Judgement Test. This is designed to test your skills for the EO role. You must complete and submit the test by the deadline stated in your invitation. If you do not complete and submit the test before the deadline, your application will not progress. If you pass the Situational Judgement Test your written application form evidence will be assessed. If you meet the required standard and your application is successful, you will receive an invitation to a pre-recorded interview. Depending on application numbers we may progress all candidates who have been successful at the online test through to interview without assessing the written application evidence You will be assessed against three Civil Service Behaviours (Level 2) Communicating and Influencing Managing a Quality Service Making Effective Decisions The evidence you provide must relate to your own thoughts and experiences. Feedback will only be provided following an interview. More information about the job role and additional guidance on the selection process is available here. Stage 3 – Offer Offers will be made in merit order and business continuity. Candidates should note that if successful in this campaign, you will be expected to remain in post for a minimum of 18 months before applying for any other lateral moves within DWP. Reserve List You may be placed on a reserve list if your application is successful, but we cannot immediately offer you a post, please note: If you accept an offer of a post, you will be expected to withdraw from any reserve lists of campaigns you have applied for, with DWP, at this grade. If you are offered the role you applied for, in a location you have expressed a preference for, and you decline the offer or are unable to take up post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances*. If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list. Note – Exceptional circumstances could be when a candidate has requested a contractual Part Time Working Pattern, and this pattern cannot be accommodated in the initial role offered or in cases of serious ill health Further Information The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy The Great Place to Work for Veterans scheme makes it easier for veterans to join the Civil Service. For further information please go to the Civil Service Making the Civil Service a Great Place to Work for Veterans – GOV.UK (www.gov.uk) If you wish to be considered for inclusion in this scheme please tick this box when applying. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. For further information please go to the Civil Service Prison Leaver recruitment page on GOV.UK. Hours of work DWP contracts are based on 42 hour week however you will work 37 hours (under certain circumstances 36 hours for existing DWP staff based in London). All customers must receive a consistently good service no matter how or when they decide to contact DWP as such: 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. A working pattern that meets business needs will be discussed and agreed once you have started. You will be given advance notice of your personal schedule. DWP is a family-friendly employer and part-time and flexible working patterns within these hours may be available but must meet business needs whichmust include Monday and Friday as working days. Working pattern Part time and job sharing working patterns within working hours may be available but must meet business needs. We will do our best to let people with existing part time contracts retain their contracted hours provided they are in line with current business needs. Please note that successful part time and job share candidates may be required to work full time for specific periods to complete and consolidate training Existing DWP Employees Before applying for this vacancy, current DWP employees should check on the DWP intranet whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. If you are successful you must be able to be released from your current post within 4 weeks. Those on protected TUPE/ COSoP terms and conditions applying on promotion or voluntary permanent level move will adopt DWPs Terms and Conditions and this may have a different impact on pay and allowances. Please review this prior to acceptance of a role. Applying for a lateral transfer or promotion from outside DWP Civil Servants that transfer into DWP from another government department or organisation, following successful application, will assume DWP’s terms & conditions of employment current on the day they are posted, including those concerning weekly working hours, working days and times, and mobility. Exceptions may be allowed by DWP for pay, sick pay and annual leave to take account of expressed terms and conditions before the transfer. Previous service will count towards service-related entitlements. A transferee accepting a post will be taken to mean acceptance of revised terms & conditions. Please contact the vacancy holder if you have questions regarding DWP terms & conditions. Civil servants applying on promotion will usually be appointed to the salary minimum or within 10% of existing salary. Location Successful candidates will be appointed to a particular DWP office but may be required to travel to other DWP premises or locations in the community that are within a reasonable commute from the home office. We will discuss this further with you, if you are successful and at the point of agreeing your start date. Job offers will be made in merit order. If you are successful and your selected location(s) have been filled at the time of offer you will be placed on a reserve list. DWP may then contact you and offer you an alternative role or location included within this advert or the district that is within a reasonable travelling distance of your home. This vacancy is only for the locations shown above. If you are not within reasonable daily travel distance of these locations, you would need to consider applying for other vacancies within your travel area. Please note: We are not able to consider requests to move your application to other vacancies advertised elsewhere in the UK. Training Please note that successful part time candidates will be required to work full time for a number of weeks to complete and consolidate training. Apprenticeships DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled and qualified as determined by the business. To support this aim you may be required to undertake a work based qualification, which may be in the form of an apprenticeship, which will support you in further developing your professional knowledge and skills for this role and your future career development. The qualification can be undertaken in work time, you agree to take this job on the basis that you may be required to undertake a work based qualification; a candidates failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract. Complaints If you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL DWP-customer_Hub@gov.sscl.com mailto: in the first instance. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission here to visit Civil Service Commission. Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles (opens in a new window) . The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .