749 - Universal Credit Review - Executive Officer - National

Department for Work and Pensions; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

A UK governmental agency is looking for a Universal Claim Review Agent to manage case reviews and ensure claimants are paid correctly. The role involves conducting interviews, gathering information, and collaborating within a team. Candidates should possess excellent communication skills and a proactive approach, with a focus on customer service. This position offers a chance to positively impact people’s lives and contribute to the agency's strategy on fraud and error.

Qualifications

• Proven track record of delivering excellent customer service in a fast-paced environment.
• Ability to build good relationships with a range of colleagues and stakeholders.
• Flexibility to work independently and as part of a team.

Responsibilities

• Manage and conduct case reviews following the Claim Review process.
• Conduct interviews with claimants to gather necessary information.
• Decide what evidence is appropriate to confirm validity of declarations.

Skills

Customer focused

Excellent communication skills

Decision-making abilities

Negotiation skills

Job description

Overview

This campaign has roles available in several locations. Whilst you are able to select up to 3 location 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they have expressed a preference for and decline or are unable to take up post within a reasonable timeframe will be withdrawn from the campaign.

Please note that these vacancies are not currently eligible for new applications for Visa Sponsorship on the Skilled Worker route, for any candidates who do not currently have permission to be in the UK as a Skilled Worker where they were sponsored before 4 April 2024, even if relying on tradeable points (including the new entrant tradeable points option) as they are not included in the published Immigration Salary List. This information is offered as guidance only, and we recommend that applicants seek specialist advice on their eligibility for Visa Sponsorship (if applicable) when considering whether to apply for any role.

About the job

The Department for Work and Pensions (DWP) is committed to reduce the rates of fraud and error payments within Universal Credit (UC). The rate of fraud and error has continued to rise significantly with increases in the proportions of higher risk cases, for example self-employed and those with capital, and as a result of the easements and changes introduced due to the pandemic.

To address this, we have introduced a claim review process into the UC service. This new process includes a review of the entitlement and circumstances of claims that are at risk of being incorrect. This prevents people from falling further into debt by identifying changes which result in an underpayment and fast-tracking suspected cases of fraud for investigation.

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 ideal for you!

About us - Department for Work and Pensions GOV.UK

Job Description

As a Universal Claim Review (UCR) Agent you will:

• Manage and conduct case reviews within an allocated caseload, following the structured Claim Review process to ensure all cases adhere to all legal and policy requirements.
• Plan and conduct robust interviews with claimants by telephone, asking challenging questions to gather all relevant information, including exercising judgement to tailor follow up questions of each individual case.
• Decide what evidence is appropriate to request from claimants in order to confirm the validity of declarations, considering the context of each individual case.
• Gather, verify and assess all available information, and decide on an appropriate course of action from a number of options, to ensure any incorrectness can be identified and corrected. Examples include referring to a Decision Maker or Case Manager to enable accurate benefit reassessment, overpayment and underpayment calculation, fraud referrals to Counter Fraud, Compliance and Debt (CFCD), or referring incorrect cases for corrective action.
• Present all information relevant to a claim review clearly and accurately, so that others can use the gathered information and advice as the sole source of evidence to make a fair judgement.
• Seek support and advice when required, identifying most appropriate source for the particular challenge, referring to written guidance, raising with colleagues in a case conference or escalating to a team leader.
• Record the progress of a case on departmental systems. Maintain and retain relevant evidence in the evidence file redacting & annotating sensitive material when appropriate.
• Work collaboratively, effectively and flexibly within the team and contribute towards the development of this role.
• Contribute to feedback and lessons learned to shape and improve the role and processes.

The key outcome from the reviews is to be confident the claimant is being paid the right amount and any incorrectness has been corrected.

This is an exciting opportunity to help shape the design and operating model of this process and be part of delivering DWPs Fraud and Error strategy, ensuring value for money for the taxpayer and positively impacting DWP’s reputation.

Person Specification

What we are looking for:

If your answer is Yes. Join us!

We have exciting, challenging and rewarding roles available across UCR. We are looking for people who are customer focused, with the right skills, commitment and capability to deliver an exceptional public service.

• Prioritise workloads and contribute towards challenging deadlines.
• Have a proven track record of delivering excellent customer service in a fast-paced environment.
• Possess excellent written and verbal communication skills using a variety of methods including digital and telephony with the ability to handle/deal with difficult conversations.
• Have the ability to build good relationships and credibility with a range of colleagues and stakeholders, demonstrating strong engagement skills.
• Have sound and confident decision-making abilities with strong negotiation skills by telephone.
• Have a flexible approach and the ability to work using own initiative, in a proactive manner and as part of a team.