Executive Officer

Department for Work and Pensions (DWP); England; On-site; GBP 100,000 - 125,000; Full time

Job summary

A government agency in the UK is seeking Universal Claim Review Agents. The role involves conducting case reviews, interviewing claimants, and ensuring correct payments. Candidates should have strong customer focus and judgment skills. Flexible working patterns and competitive benefits, including up to 30 days annual leave, are offered.

Benefits

23 days annual leave on entry

Flexible working patterns

Civil Service pension

Employee Assistance Programme

Career development opportunities

Employee discount schemes

Qualifications

• Ability to manage and conduct case reviews effectively.
• Skill in planning and conducting interviews by telephone.
• Experience with gathering and verifying information.

Responsibilities

• Manage case reviews and ensure adherence to legal requirements.
• Conduct robust interviews with claimants.
• Gather and assess information to confirm declarations.

Skills

Customer focused

Judgment and decision-making

Effective communication

Team collaboration

Job description

The Department for Work and Pensions is recruiting for 175 Executive Officers based around the UK, including in Scotland and Wales.

Do you want to be part of a team where you can be yourself, feel supported, empowered, valued, respected, fairly treated and able to achieve your full potential?

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.

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.

Benefits

With great benefits including:

23 days annual leave on entry, increasing on a sliding scale to 30 days after 10 years' service. This is in addition to your public/bank holidays.

Flexible working patterns available

Competitive maternity, paternity, and parental leave

A Civil Service pension with an average employer contribution of 28.97%

Employee Assistance Programme with emphasis on wellbeing

Career and Personal Development through Operational Delivery Profession

Employee discount schemes

Closes: 11.55pm on Tuesday 11th November 2025