DWP Candidate Pack Job Role Debt Management Contact

DWP Candidate Pack Job Role: Debt Management Contact Centre Administrative Officer (Trafford) Civil Service Jobs Reference: 1588086 Closing date: 25 th June 2018 DWP Candidate Information Pack

Move your mouse pointer over the buttons below and click for more information. Welcome About DWP Vacancy Description Recruitment Process Indicative Timeline Terms, Conditions and Benefits DWP Candidate Information Pack

Welcome Background Vacancy This is a fantastic opportunity to work in a Department that touches the lives of citizens the length and breadth of the UK. Process Timeline T’s & C’s This is a fantastic opportunity to work in a Department that touches the lives of citizens the length and breadth of the UK. What we do matters. We serve 22 million customers a year; we keep children out of poverty; we help people without jobs to find work so that they can support themselves and their families; we ensure the most vulnerable in society are protected. DWP has an ambitious programme of welfare reform, and the way in which we need to deliver our services is changing from digital shifts to cutting edge behavioural science. Read more DWP Candidate Information Pack

Welcome Background Vacancy This is a fantastic opportunity to work in a Department that touches the lives of citizens the length and breadth of the UK. Process Timeline T’s & C’s Whether you are directly serving our customers, improving our digital services, developing government policy, drawing on the latest behavioural science insight, or transforming the backbone of the department in corporate services, you will be central to delivering our DWP 2020 vision. We aspire to be a truly inclusive employer and welcome applications to help us reflect the citizens we serve – we promote “I can be me in DWP” to help us create a place to work where everyone feels they can be valued and respected while being themselves and everyone has a role to play in creating a more inclusive workplace. It is an incredibly exciting time to work in the Department for Work and Pensions. Thank you for your interest in joining us. Debbie Alder DWP HR Director General DWP Candidate Information Pack

Welcome Background Vacancy Process About DWP 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 a range of working age, pension age, disability and ill health benefits to around 18 million claimants and customers. Responsibilities We are responsible for: • understanding and dealing with the causes of poverty rather than its symptoms • encouraging people to work and making work pay • encouraging disabled people and those with ill health to work and be independent • providing a decent income for people of pension age and promoting saving for retirement • providing value for money and reducing levels of fraud and error Priorities Our priorities are to: • run an effective welfare system that enables people to achieve financial independence by providing assistance and guidance into employment • increase saving for, and security in, later life • create a fair and affordable welfare system which improves the life chances of children • deliver outstanding services to our customers and claimants • Deliver Efficiently: Transform the way we deliver our services to reduce costs and increase efficiency • Read our Single Departmental Plan to find out more about how we are performing against our objectives. DWP Candidate Information Pack The HR Profession works closely with the Chartered Institute of Personnel and Development (CIPD). CIPD supports our function and provides opportunities Timeline T’s & C’s DWP is committed to being an equal opportunities employer and by 2020 have an aspiration to be the most inclusive employer in the United Kingdom. You can read more about DWP’s commitment to Diversity and Inclusion on slide 30.

Welcome Background Vacancy Process Timeline T’s & C’s Job Title Debt Management Contact Centre Administrative Officer Vacancy Description Vacancy reference What are we offering? 1588086 Debt Management are looking to fill 20 roles in Finance Group directorate. These are key roles and we are looking for people who will help us manage and recover debt. This includes benefit overpayments, compensation recovery and Social Fund loans. In addition, we provide services to DWP Operations, Child Maintenance Group, local authorities, the Department of Health, the NHS, the Home Office, credit unions and the insurance industry. Our organisation is Customer Service Excellence (CSE) accredited. Salary These posts are at Administrative Officer level. The salary range is £ 18, 478 £ 19, 983 (National). Civil servants applying on promotion will usually be appointed to the salary minimum or within 10% of existing salary. DWP Candidate Information Pack The roles available will be based in Anchorage 2, Salford Quays, M 50 3 YW. Successful candidates will be posted to a specific role. For existing Civil Servants, standard promotion rules will apply and successful candidates will be placed on the pay scale and terms and conditions of DWP

Welcome Background Vacancy Process Timeline T’s & C’s Job Title Debt Management Contact Centre Administrative Officer Vacancy Description Vacancy reference What are my responsibilities? 1588086 Successful candidates will be responsible for a range of duties including: Salary These posts are at Administrative Officer level. The salary range is £ 18, 478 £ 19, 983 (National). Civil servants applying on promotion will usually be appointed to the salary minimum or within 10% of existing salary. • assisting the recovery of debt/loans by telephone, and will often be the first point of contact with our customers, displaying a friendly, confident manner, excellent communication skills and a real ability to build rapport with customers. • delivering an excellent customer service through handling a range of customer enquiries by telephone and correspondence, • negotiating repayment of debt/loans by telephone contact with customers. • processing work across the business and dealing effectively and professionally with enquiries from customers, internal and external organisations. Debt Management Contact Centres are telephony (telephony headset will be provided) and task based, and successful candidates will be required to spend their working hours either undertaking inbound/outbound telephony duties, or processing tasks whilst simultaneously using a variety of IT systems. DWP Candidate Information Pack

Welcome Background Vacancy Process Timeline T’s & C’s Job Title Debt Management Contact Centre Administrative Officer Person specification Vacancy reference What we are looking for 1588086 Essential Criteria: Good keyboard and telephony skills and effective written and verbal communication whilst working to targets in a fast paced environment is essential. Salary These posts are at Administrative Officer level. The salary range is £ 18, 478 £ 19, 983 (National). Civil servants applying on promotion will usually be appointed to the salary minimum or within 10% of existing salary. DWP Candidate Information Pack

Welcome Background Vacancy Process Timeline T’s & C’s Job Title Debt Management Contact Centre Administrative Officer Person specification Vacancy reference Assessment Criteria 1588086 The selection process will assess both what candidates are good at and also what they enjoy to help us assess candidates’ competencies, strengths and their potential. Shortlisted candidates will be invited to attend a competency based interview. Salary These posts are at Administrative Officer level. The salary range is £ 18, 478 £ 19, 983 (National). Civil servants applying on promotion will usually be appointed to the salary minimum or within 10% of existing salary. DWP Candidate Information Pack Strong candidates will be able to present evidence of: Managing a Quality Service Effectiveness in this area is about being organised to deliver service objectives and striving to improve the quality of service, taking account of diverse customer needs and requirements. Leading and Communicating Effectiveness in this area is about leading from the front and communicating with clarity, conviction and enthusiasm. It’s about supporting principles of fairness of opportunity for all and a dedication to a diverse range of citizens. Collaborating and Partnering People skilled in this area create and maintain positive, professional and trusting working relationships with a wide range of people within and outside the Civil Service to help get business done. At all levels, it requires working collaboratively, sharing information and building supportive, responsive relationships with colleagues and stakeholders, whilst having the confidence to challenge assumptions. Changing and Improving People who are effective in this area are responsive, innovative and seek out opportunities to create effective change. For all staff, it’s about being open to change, suggesting ideas for improvements to the way things are done, and working in smarter, more focused ways.

Welcome Background Vacancy Process Timeline Recruitment Process How to Apply Civil Service Commission’s Recruitment Principles Alternative Formats Further Information Move your mouse pointer over the buttons above and click for more information. DWP Candidate Information Pack To apply for this post please follow the instructions on the CS Jobs website by no later than 25 th June 2018. You will find some more information about the process which we will be using for this recruitment campaign on the Further Information slide of this presentation. This may help with your preparation. If you are an existing civil servant and want to know more about transferring to another department you should refer initially to your current department’s guidance on transfers within the civil service. If you have further specific questions about transferring to DWP, you should contact the vacancy holder.

Welcome Background Vacancy Process Timeline T’s & C’s Recruitment Process How to Apply Civil Service Commission’s Recruitment Principles Alternative Formats Further Information Move your mouse pointer over the buttons above and click for more information. Selection for appointment to the Civil Service is on merit, on the basis of fair and open competition, as outlined in the Civil Service Commission’s Recruitment Principles. In accordance with the Civil Service Commissioners’ Recruitment Principles, our recruitment and selection processes are underpinned by the requirement of appointment on the basis of merit by fair and open competition. If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, you should contact HR. BUSINESSASSURANCE@DWP. GSI. GOV. UK in the first instance. If you are not satisfied with the response you receive you can contact the Civil Service Commission at: civilservicecommission. independent. gov. uk info@csc. gsi. gov. uk Civil Service Commission, Room G/8, 1 Horse Guards Road SW 1 A 2 HQ. DWP Candidate Information Pack

Welcome Background Vacancy Process Timeline T’s & C’s Recruitment Process How to Apply Civil Service Commission’s Recruitment Principles Alternative Formats Further Information Move your mouse pointer over the buttons above and click for more information. If you wish to receive a hard copy of the information, or in an alternative format e. g. Audio, Braille or large font then please contact: Dwp. Recruitment. grs@cabinetoffice. gov. uk If you cannot apply online, please post applications to: Government Recruitment Service, BP 3302, Warkworth House, Benton Park View, Newcastle Upon Tyne, NE 98 1 ZZ Please quote the vacancy reference number 1588086 on the envelope. DWP Candidate Information Pack

Welcome Background Vacancy Process Timeline T’s & C’s Recruitment Process Assessment Process How to Apply Civil Service Commission’s Recruitment Principles Alternative Formats Further Information Move your mouse pointer over the buttons above and click for more information. Selection will be by: • Personal Details Application Form • Competency Situational Judgement and Numeracy Reasoning Test (On-Line Assessment) • Competency Based Interview On-Line Assessment At the point of submitting your personal details application you will be guided an on-line tool which will assess your numeracy and situational judgement skills. You will need to pass the on-line test to progress through to a competency based interview. English Language Requirement Part 7 of the Immigration Act 2016 legislates to ensure that every public sector worker operating in a customer facing role must speak fluent English (or, where relevant, fluent Welsh). A public-facing role is one in which contact with the public is intrinsic. Intrinsic means a necessary part of the role, not necessarily most of the time. Employees dealing with the public face to face or by telephone should be able to sustain a conversation in comprehensible English, which means understanding and responding clearly to what the customer says. DWP Candidate Information Pack

Recruitment Process How to Apply Civil Service Commission’s Recruitment Principles Alternative Formats Further Information Move your mouse pointer over the buttons above and click for more information. The interview will be competency based and will focus on the following competencies: Managing a Quality Service Leading and Communicating Collaborating and Partnering Changing and Improving You will need to provide the interview panel with examples of how you have demonstrated each of the competencies. To prepare for the interview you need to refer to the attached ‘Competency Framework’ document. The interview will should take approximately between 30 - 40 minutes. Competency questions It may help to use one or more examples of a piece of work you have completed or a situation you have been in, and use the WHO or STAR model to explain: What it was, How you approached the work/situation and what the Outcomes were, what did you achieve? Or What was the Situation? That were the Tasks? What Action did you take? How/what did you learn through a Review? If you have any questions about applying for this role please contact: DEBTMANAGEMENT. WORKFORCEPLANNINGTEAM@DWP. GSI. GOV. UK

Welcome Background Vacancy Process T’s & C’s Timeline Indicative Timeline Please note that these dates are only indicative at this stage and could be subject to change. The anticipated timetable is shown below. 26 th June 2018 Closing date to complete application and online tests Inse Dates To start 21 st June 2018 Interviews 1 June 2018 Week commencing 11 th September Interviews will take place in Trafford. Candidates are asked to note the above timetable, whilst exercising flexibility through the recruitment and selection process. DWP Candidate Information Pack Week commencing (Insert Date) Week commencing 2 nd July 2018 Candidates advised of interview outcome 30 th April 2018

Welcome Background Vacancy Process Timeline T’s & C’s Terms, Conditions and Benefits These posts are Permanent Appointments. Appointment Term These posts are subject to a 6 month probation period. Location Working Arrangements Salary Range Pension Leave Allowance Training and Development Other Benefits Next Move your mouse pointer over the buttons above and click for more information. Click the NEXT button for more options. DWP Candidate Information Pack

Welcome Background Vacancy Process Timeline T’s & C’s Terms, Conditions and Benefits Roles are located in the Debt Management Contact Centre at Anchorage 2, Salford Quays, Manchester, M 50 3 YW. Appointment Term Location Some travel may be required. Working Arrangements Salary Range Pension Leave Allowance Training and Development Other Benefits Next Move your mouse pointer over the buttons above and click for more information. Click the NEXT button for more options. DWP Candidate Information Pack Relocation costs will not be reimbursed.

Welcome Background Vacancy Process Timeline T’s & C’s Terms, Conditions and Benefits Appointment Term Location Working Arrangements Salary Range Applications for both full time and part time hours, that fit business needs, will be considered. Pension Leave Allowance Training and Development Initial training and consolidation will take up to 9 weeks to complete, dependent on the role, at the office location. Candidates will be required to work full time during the initial training and consolidation period. For candidates who do not receive an initial offer of employment, a reserve list will be held for a period of 6 months from which further appointments can be made. Other Benefits Next Your contractual hours of work will be between 07: 45 to 20: 00 Monday to Friday, and 08: 45 to 17: 00 on Saturday. However, your agreed regular working pattern will be subject to change from time to time depending, amongst other things, on business needs. For successful candidates in this recruitment, the working pattern is expected for the foreseeable future include a maximum of one 8 pm finish in every five working days and a maximum of one Saturday in every four or five Saturdays (individuals can work more if they choose to do so). Move your mouse pointer over the buttons above and click for more information. Click the NEXT button for more options. DWP Candidate Information Pack

Welcome Background Vacancy Process Timeline T’s & C’s Using This PDF Terms, Conditions and Benefits The starting salary for new Civil Servants will be £ 18, 478. Pro-rata for Part Time staff. Appointment Term Location Working Arrangements Salary Range Pension Leave Allowance Training and Development Other Benefits Next Move your mouse pointer over the buttons above and click for more information. Click the NEXT button for more options. DWP Candidate Information Pack Existing Civil Servants will be appointed in line with the normal Civil Service pay arrangements.

Welcome Background Vacancy Process Timeline T’s & C’s Using This PDF Terms, Conditions and Benefits Your pension is a valuable part of your total reward package where: Appointment Term • the employer makes a significant contribution to the cost of your pension. Location Working Arrangements • Your pension will continue to provide valuable benefits for you and your family if you are too ill to continue to work or die before you retire. Salary Range Pension For more information, visit www. civilservicepensionscheme. org. uk. Leave Allowance Training and Development Other Benefits Next • Your contributions come out of your salary before any tax is taken. This means, if you pay tax, your take-home pay will not be reduced by the full amount of your contribution; and Move your mouse pointer over the buttons above and click for more information. Click the NEXT button for more options. DWP Candidate Information Pack

Welcome Background Vacancy Process Timeline T’s & C’s Using This PDF Terms, Conditions and Benefits Appointment Term Location Working Arrangements Salary Range DWP Annual Leave Entitlement is: Less than 1 years service – 23 days Over 1 year, less than 5 years – 25 days Over 5 years, less than – 26 days More than 10 years – 30 days. For anyone choosing to work part time annual leave is calculated pro-rata. New Civil Servants will be able to take a maximum of 11½ days of their annual leave entitlement in the first 6 months of employment, and until their Probationary Period is successfully completed Pension Leave Allowance Training and Development Other Benefits Next Move your mouse pointer over the buttons above and click for more information. Click the NEXT button for more options. DWP Candidate Information Pack With competitive maternity, paternity and parental leave we also recognise the importance of a good work-life balance and offer flexible working and a family friendly approach to work.

Welcome Background Vacancy Process Timeline T’s & C’s Using This PDF Terms, Conditions and Benefits Roles within DWP offer engaging jobs in work that really matters; jobs which have a direct impact on the quality of public services. Roles can offer great job satisfaction and there are many opportunities to develop and progress across the Civil Service. Appointment Term Location Working Arrangements Salary Range Pension Leave Allowance Training and Development Other Benefits Our online, interactive, ODP career mapper will help you plan a career in the Civil Service. The Career Mapper shows you the wide variety of roles in operational delivery and helps you see where you fit in our profession. Whether your role is making sure people get the benefits they are entitled to, helping somebody find work or designing our digital services the skills and behaviours you need to do your job are the same for many other Operational Delivery professionals doing similar jobs across government. The mapper sets out skills used in your role, lets you see what skills are needed in other roles, and shows you how we can build up the extra skills we’ll need. This will make it easier to move across and up in your profession. Next We are committed to investing in our staff and offer a range of work based training and qualifications, coaching and mentoring opportunities and a guaranteed five days of learning every year. Move your mouse pointer over the buttons above and click for more information. Click the NEXT button for more options. DWP Candidate Information Pack DWP also hosts leadership programmes such as the Operational Delivery Profession Leadership Programme that its employees can apply for a place on.

Welcome Background Vacancy Process Timeline T’s & C’s Using This PDF Terms, Conditions and Benefits Many Departments offer additional employee benefits such as: Appointment Term Location Working Arrangements • Childcare - the Civil Service recognises that many staff balance working lives with the demands of a family life and offers support with childcare and holiday play schemes costs by providing childcare vouchers for staff who meet the eligibility criteria. • Interest free season ticket and bicycle loans. Salary Range • Some sites also offer onsite facilities including fitness centres and staff canteens. Pension Leave Allowance Training and Development Other Benefits Next Move your mouse pointer over the buttons above and click for more information. Click the NEXT button for more options. DWP Candidate Information Pack

Welcome Background Vacancy Process Timeline T’s & C’s Using This PDF Terms, Conditions and Benefits (continued) Modernised Terms and Conditions Eligibility Nationality Security Clearance Reserved for UK Nationals Conflicts of Interest Equality and Diversity Civil Service Code Previous Move your mouse pointer over the buttons above and click for more information. Click the PREVIOUS button for more options. DWP Candidate Information Pack Civil Servants taking up appointment on promotion will adopt the modernised Civil Service terms and conditions which came in to effect from 1 July 2013. Existing Civil Servants appointed on level transfer will retain their existing terms and conditions.

Welcome Background Vacancy Process Timeline T’s & C’s Terms, Conditions and Benefits (continued) Modernised Terms and Conditions The posts are open to both existing and non-existing Civil Servants. Eligibility Nationality Security Clearance Reserved for UK Nationals Conflicts of Interest Equality and Diversity Civil Service Code Previous Move your mouse pointer over the buttons above and click for more information. Click the PREVIOUS button for more options. DWP Candidate Information Pack Using This PDF

Welcome Background Vacancy Process Timeline T’s & C’s Using This PDF Terms, Conditions and Benefits (continued) Modernised Terms and Conditions Eligibility To be eligible for employment you must be a national from the following countries: • The United Kingdom • The Republic of Ireland Nationality Security Clearance • The Commonwealth* • A European Economic Area (EEA) Member State • Switzerland Reserved for UK Nationals Conflicts of Interest Equality and Diversity Civil Service Code Previous Move your mouse pointer over the buttons above and click for more information. Click the PREVIOUS button for more options. DWP Candidate Information Pack • Turkey Certain family members of EEA, Switzerland Turkish nationals are also eligible to apply regardless of their nationality. (*Commonwealth citizens not yet in the UK, who have no right of abode in the UK and who do not have leave to enter the UK are ineligible to apply. ) For further information on whether you are eligible to apply, please visit http: //www. gov. uk.

Welcome Background Vacancy Process Timeline T’s & C’s Using This PDF Terms, Conditions and Benefits (continued) Modernised Terms and Conditions Eligibility Nationality Security Clearance Reserved for UK Nationals Conflicts of Interest Equality and Diversity Civil Service Code Previous Move your mouse pointer over the buttons above and click for more information. Click the PREVIOUS button for more options. DWP Candidate Information Pack Before the appointment of the successful candidate can be confirmed, the Department will undertake background security checks. As part of this, we will need to confirm your identity, employment history over the past three years (or course details if you were in education), nationality and immigration status, and criminal record (unspent convictions only). Successful candidates will be required to pass Baseline Personnel Security Standard checks. Some posts may require additional clearance and candidates should be willing to obtain security clearance to Security Check (SC) or Developed Vetting (DV) if required. When attending the interview candidates must bring with them the identification documents in order to Verify their Identity. If candidates fail to bring the documents with them, they may not be interviewed for the post.

Welcome Background Vacancy Process Timeline T’s & C’s Using This PDF Terms, Conditions and Benefits (continued) Modernised Terms and Conditions Eligibility Certain posts, notably those concerned with security and intelligence, might be reserved for British citizens, but this will not normally prevent access to a wide range of developmental opportunities within the Civil Service. These are not reserved posts. Nationality Security Clearance Reserved for UK Nationals Conflicts of Interest Equality and Diversity Civil Service Code Previous Move your mouse pointer over the buttons above and click for more information. Click the PREVIOUS button for more options. DWP Candidate Information Pack

Welcome Background Vacancy Process Timeline T’s & C’s Using This PDF Terms, Conditions and Benefits (continued) Modernised Terms and Conditions Eligibility Nationality Security Clearance Reserved for UK Nationals Conflicts of Interest Equality and Diversity Civil Service Code Previous Move your mouse pointer over the buttons above and click for more information. Click the PREVIOUS button for more options. DWP Candidate Information Pack Candidates must note the requirement to declare any interests they may have that might cause questions to be raised about their approach to the business of the Department. They are required to declare any relevant business interests, shareholdings, positions of authority, retainers, consultancy arrangements or other connections with commercial, public or voluntary bodies, both for themselves and for their spouses/partners. The successful candidate will be required to give up any conflicting interests and his/her other business and financial interests may be published.

Welcome Background Vacancy Process Timeline T’s & C’s Using This PDF Terms, Conditions and Benefits (continued) Modernised Terms and Conditions Eligibility Nationality Security Clearance Reserved for UK Nationals Conflicts of Interest Equality and Diversity Civil Service Code Previous Move your mouse pointer over the buttons above and click for more information. Click the PREVIOUS button for more options. DWP Candidate Information Pack The Civil Service is committed to being an equal opportunities employer and by 2020 have an aspiration to be the most inclusive employer in the United Kingdom. We value and welcome diversity. We aim to develop all of our staff to enable them to make a full contribution to meeting the Department's objectives, and to fulfil their own potential on merit. We will not tolerate harassment or other unfair discrimination on grounds of sex, marital status, race, colour, nationality, ethnic origin, disability, age, religion or sexual orientation. We will promote and support the use of a range of flexible working patterns to enable staff to balance home and work responsibilities; and we will treat people fairly irrespective of their working arrangements. Under the terms of the Equality Act 2010, we will always consider making reasonable adjustments to ensure that disabled people are not disadvantaged in the recruitment and selection process. We are therefore committed to meeting, wherever possible, any needs you specify in your application. We will also consider any reasonable adjustments under the terms of the Act to enable any applicant with a disability (as defined under the Act) to meet the requirements of the post. DWP and it’s employees have won or been shortlisted for numerous awards in the last few years. These include; a Hearing Dogs Award, Business in the Community naming DWP one of the UK’s best employers for Black, Asian and Minority Ethnic (BAME) people, Civil Service Workplace Adjustment Team – overall winner of the Disability Confident category, DWP Diversity and Inclusion team – Highly Commended for the Disability Confident category, a Championing Lesbian, Gay, Bisexual, Transgender, Intersex (LGBTI) Inclusion Award, a Championing Race Equality Award and a Championing Social Mobility Award.

Welcome Background Vacancy Process Timeline T’s & C’s Using This PDF Terms, Conditions and Benefits (continued) Modernised Terms and Conditions Eligibility Nationality Security Clearance Reserved for UK Nationals Conflicts of Interest Equality and Diversity Civil Service Code Previous Move your mouse pointer over the buttons above and click for more information. Click the PREVIOUS button for more options. DWP Candidate Information Pack All civil servants are subject to the provisions of the Civil Service Code that details the Civil Service values, standards of behaviour and rights and responsibilities. For further information, visit Gov. UK.

Using This Document This icon indicates an interactive area for you to click on to view more information Interactive sections: Welcome, Process, Ts & Cs To navigate through the document, you can use the following buttons: • at the bottom of the screen - forwards, backwards, home DWP Candidate Information Pack • the interactive contents page, or • the menu bar at the top of the screen that also acts as a crumb trail so that you know what section you are in

If you have any questions about applying for this role please contact: DEBTMANAGEMENT. WORKFORCEPLANNINGTEAM@DWP. GSI. GO V. UK Please include the vacancy reference 1588086 and job title Administrative Officer (Trafford) in the subject line. DWP Candidate Information Pack