Executive Officer

Department for Work and Pensions (DWP); Nottingham; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Civil Service Pension

Flexible working

Generous leave

Learning & development

Job summary

The Department for Work and Pensions (DWP) is recruiting Executive Officers across Wales and North West England. Roles focus on disability services and dispute resolution, with emphasis on influencing, communicating, and making complex decisions to support customers.

Hybrid role with up to two days at home, and a strong pension and benefits package. Ideal candidates will demonstrate adaptability, a commitment to public service, and the ability to work in a diverse team while maintaining high

Qualifications

• Experience influencing and communicating with diverse customers.
• Ability to understand complex information and make sound decisions.
• Strong decision-making and problem-solving under pressure.
• Comfortable using digital platforms for casework and contact handling.

Responsibilities

• Take personal accountability for each customer contact.
• Use telephone as primary contact method for inbound/outbound calls.
• Manage cases end-to-end, gathering information and resolving issues.
• Proactively engage customers and representatives to progress claims.
• Explain decisions clearly and justify next steps to customers.
• Maintain accurate records of activity and outcomes for reporting.

Skills

Influencing skills

Communication skills

Decision making

Customer service

Microsoft Teams

Tools

Microsoft Teams

Job description

The DWP is recruiting for 234 Executive Officers across Wales and North West England

DWP are looking to fill Executive Officer roles in Disability Services and Dispute Resolution Services. Both are focused on decision making. These are key roles for people who have a positive attitude, a desire for public service and want to make a difference to people's lives.

We welcome applications from candidates who demonstrate they have the right influencing and communicating skills to be responsive to the needs of a diverse group of customers, an ability to understand complex information and can make the right decision at the right time.

Both Services are responsible for delivering DWP services to millions of disabled customers across a product portfolio made up of Personal Independence Payment, Access to Work, Disability Living Allowance and Industrial Injuries Disablement Benefit.

Your role will 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.
• To competently use the telephone as this is the primary means of customer contact through inbound and outbound calls.
• Active case management across different customer journeys, speaking with customers and their representatives on the telephone as the primary means of progressing cases, gathering information and resolving issues.
• Proactively engage with customers and representatives through inbound and outbound telephone contact, taking ownership of cases from end to end wherever possible.
• Through skilled communication, active listening and effective questioning, gather evidence, clarify customers' circumstances, to make informed decisions.
• Checking relevant legislation, guidance and policy to support fair and accurate decisions.
• Explain decisions and next steps, and build customer confidence throughout the claim journey.
• Consider each customers' case as a whole and make the right decisions at the right time.
• Give clear and explainable reasons for your decisions.
• Maintain accurate records of activity and outcomes to support reporting and planning.
• 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.

The ability to speak Welsh is always welcomed.

This is a hybrid based role with up to 2 days working from home.

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 £32,137 DWP contributes at least £9310.08. 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 (pro-rata 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 year's 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 Women's Network, National Race Network, National Disability Network (THRIVE) and many more.

Closes: 11:55 pm on Thursday 1st October 2026