DWP Candidate Pack Job Role DWP Universal Credit

DWP Candidate Pack Job Role: DWP Universal Credit Case Manager / Telephony Agent Civil Service Jobs Reference: 1629380 Closing date: 08/05/2019 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 “A message from Richard West, Head of Profession for Operational Delivery Thank you for your interest in these operational roles in the Department for Work and Pensions. 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 18 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. 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 DWP is delivering an ambitious set of welfare reforms, including Universal Credit and Personal Independence Payments, and our Operations team is at the heart of this; ensuring service is maintained, financial support protected, and our people trained to highest professional standards. The ways in which we deliver our services is also changing – digital channel shift, intelligent automation and behavioural nudge all feature as part of vision. As an Administrative Officer you would play key to delivering these critical reforms. DWP takes development of our people seriously. The Operational Delivery Profession offers a range of professional development, and wide and varied career opportunities. It is an incredibly exciting time to work in the Department for Work and Pensions. Thank you for your interest in joining us. Richard West Director, Disability and Dispute Resolution Services DWP Candidate Information Pack

Welcome Background Vacancy Process Timeline T’s & C’s 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 22 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. The HR Profession works closely with the Chartered Institute of Personnel and DWP Candidate Information Pack Development (CIPD). CIPD supports our function and provides opportunities for our HR colleagues to obtain professional recognition. 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 39

Welcome Background Job Title DWP Universal Credit Case Manager / Telephony Agent Vacancy reference 1629380 Salary These posts are at Admin Officer (AO) level. The salary range is Vacancy Process Timeline T’s & C’s Vacancy Description What are we offering? DWP are looking to fill Case Manager / Telephony agent roles within Universal Credit Operations. However, in the future, there may be other opportunities available across a number of other Directorates. These are key roles and we are looking for people who share our values and who are passionate in delivering excellent customer service to our diverse range of customers. We welcome applications from candidates who demonstrate: • The ability to communicate to a diverse range of customers and stakeholders; both verbally and in writing. £ 19, 402 - £ 20, 232 (National). • The ability to build a rapport with individuals; motivating and influencing in order to reach a successful outcome. Civil servants applying on promotion will usually be appointed to the salary minimum or within 10% of existing salary. • The ability to present complex information in an easy to understand way. • A professional and mature outlook with the ability to make robust decisions and share those decisions professionally and with sensitivity. • A strong and demonstrable IT skills which include Microsoft Office, mobile technology and social media applications. • The ability to work independently and in a team. • Flexibility and are prepared to undertake a variety of tasks. DWP Candidate Information Pack

Welcome Background Job Title DWP Universal Credit Case Manager / Telephony Agent Vacancy Process Timeline T’s & C’s Vacancy Description What are we offering continued? Salary DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled. 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. These posts are at Admin Successful candidates will be posted in merit order for the area they are applying for. Officer (AO) level. The salary Over time vacancies in new locations may become available. If you are placed on the reserve list you may be offered future vacancies not included in the advert and we will write out again to confirm your preferences once more with any new options. As with the current vacancies, where possible we will consider your location preferences and any such offers would be made in strict merit order to all candidates remaining on the reserve list based on location preferences. Vacancy reference 1629380 range is £ 19, 402 -£ 20, 232 (National). Civil servants applying on promotion will usually be appointed to the salary minimum or within 10% of existing salary. DWP Candidate Information Pack Standard promotion rules will apply and successful candidates will be placed on the pay scale and terms and conditions of DWP.

Welcome Background Job Title Vacancy Process Timeline T’s & C’s Vacancy Description DWP Universal Credit Case Manager / What roles are on offer? Telephony Agent Vacancy reference Case Manager / Telephony Agent 1629380 The main activities associated with these roles are: Salary • • Provide excellent customer service in a fast paced service centre task and telephony environment, supporting a diverse range of working age customers. These posts are at Admin Officer (AO) level. The salary range is £ 19, 402 -£ 20, 232 (National). Civil servants applying on promotion will usually be appointed to the salary minimum or within 10% of existing salary. • Deal efficiently and effectively with a wide range of new claims and changes to Universal Credit and complex customer enquiries using a range of secure computer systems. • Play a key role in supporting both the Department’s and the Universal Credit aim that digital will become the primary contact channel for all claimant services. • Work collaboratively and build strong and proactive working relationships with colleagues in all parts of DWP in particular Work Coaches in Jobcentres. • Provide a quality service by understanding the end-to-end claimant journey, appreciating where your role fits in and identifying the right actions and interventions to best support Universal Credit claimants and your colleagues. • Uphold the principles of Social Justice at all times; by supporting claimants through difficult times, offering them sound advice and providing them with the relevant tools you will enable them to transform their lives for the better. • Provide the telephony service to Universal Credit claimants, set up their new claim or action change of circumstances and help claimants get online or resume their online new claim. • Remain composed and professional in what can be a challenging environment. • Apply and comply with DWP policy and procedures. DWP Candidate Information Pack

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. You need to apply for this campaign via Civil Service Jobs. To apply for this role you will be asked to complete a short application form with basic information about yourself. You will then be invited to complete an on-line numerical test. The test will be made available when your application is received. You will then be asked to complete the application with examples of two behaviours. 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. If you require any help or assistance regarding the online recruitment process please contact the following email address quoting the vacancy reference number in the subject line. dwprecruitment. grs@cabinetoffice. gov. uk DWP Candidate Information Pack

Welcome Background Vacancy Process Timeline T’s & C’s Recruitment Process How to Apply Civil Service Commission’s Recruitment Principles 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. Alternative Formats Further Information Move your mouse pointer over the buttons above and click for more information. 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 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 An accessible word format is available. T’s & C’s

Welcome Background Vacancy 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. Process Timeline T’s & C’s Assessment Process You will be asked to complete a basic on-line application form. Applications will initially be assessed using an on-line numerical reasoning test. If you reach the pass mark on the test then you will move to next stage of the application where you submit information on two behaviours. These will be assessed and if successful you will move on to the final stage of the assessment process- an interview. Initial sift As part of the sift process you will be invited to complete an on-line test. The test will be made available when your application is received. If you reach the pass mark for the first test then you will move to next stage of the assessment of submitting behaviours for assessment. On-line Tests We will ask applicants to complete an online numerical reasoning test. The on-line tests are used across the Civil Service and fully meet equality requirements. No specialist knowledge is required and you will be provided with support information at the point of application. The test will be made available when your application is received. > DWP Candidate Information Pack

Welcome Background Vacancy Process Timeline T’s & C’s Recruitment Process § Written behaviours How to Apply You will be asked for evidence of how you meet the criteria for the following behaviours : Civil Service Commission’s Recruitment Principles Alternative Formats § Managing a quality service § Communicating and influencing Further Information Move your mouse pointer over the buttons above and click for more information. The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria. > DWP Candidate Information Pack

Recruitment Process The interview How to Apply Civil Service Commission’s Recruitment Principles Alternative Formats If successful at the sift stage you will be invited to attend an interview. The interview should take approximately 30 - 40 minutes and the following behaviours will be assessed: § Managing a Quality Service § Making Effective Decisions and § Communicating and Influencing Further Information Move your mouse pointer over the buttons above and click for more information. If you have any questions about applying for this role please contact: Tina Oliver at Tina. oliver@dwp. 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. 29/04/19 to 08/05/19 Advert opens, on line test begins, written evidence submitted 15/05/19 to 16/05/19 Sifting period 03/06/19 to 10/06/19 Interviews Week commencing 11 th September 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)

Welcome Background Vacancy Process Terms, Conditions and Benefits Appointment Term These vacancies are Permanent. 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 Timeline T’s & C’s

Welcome Background Vacancy Process Timeline T’s & C’s Terms, Conditions and Benefits Appointment Term The Case Manager/telephony agent roles are available in Wrexham Service Centre. Location. Working Arrangements . Salary Range Pension Leave Allowance Training and Development Relocation costs will not be reimbursed. 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 Appointment Term Location Working Arrangements DWP is a family friendly employer and part time/job sharing working patterns within these hours may be available; patterns must meet business needs in the first instance. Salary Range Pension Leave Allowance Training and Development The Department is going through considerable change which may also impact on our operating hours in the future. Managers will agree working patterns with successful candidates within these business hours and review these as appropriate. 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. Other Benefits Next The full time working week for DWP is 37 hours. You may be required to work at any time between the hours of 7. 45 am and 8 pm on any day between Monday to Friday and 8. 45 am to 5 pm on Saturday. You will be given advance notice of your personal schedule. This applies to all people who join the Department and current DWP staff who are successful on promotion. 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 The salary range is: Appointment Term National £ 19, 402 to £ 20, 232 (pro rata for part time) 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 Civil servants applying on promotion will usually be appointed to the salary minimum or within 10% of existing salary. Using This PDF

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 The Civil Service offers generous annual leave entitlements. The exact number of days of annual leave will be determined by any current years of service. Allowances are pro-rated 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 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 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. Other Benefits Next We are committed to investing in our people 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. Full learning and development will be provided for the specific role including on diversity and equality. Initial training and consolidation may take up to 10 weeks to complete at the office location. Successful job share and part time candidates may be required to work full time for specific periods to complete and consolidate training.

Welcome Background Vacancy Process Timeline T’s & C’s Using This PDF Terms, Conditions and Benefits 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 DWP takes development of our people seriously. Our aim is for our colleagues in these roles to be appropriately skilled. 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.

Welcome Background Vacancy Process Timeline T’s & C’s Using This PDF Terms, Conditions and Benefits Appointment Term Location Many Departments offer additional employee benefits such as: Working Arrangements • 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 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 This vacancy is available to external candidates and all Civil Service employees and employees of accredited NDPBs who were appointed on merit following a fair and open competition, or were appointed to a permanent post in accordance with an exception certified by the Civil Service Commissioners. 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.

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 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. This is a Non Reserved post and is therefore open to UK, British Commonwealth and European Economic Area (EEA) Nationals and certain non EEA members

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 candidate 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: Tina. oliver@dwp. gov. uk Please include the vacancy reference number and job title in the subject line. DWP Candidate Information Pack