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Department for Work and Pensions; Pontypridd; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

Department for Work and Pensions in Pontypridd is recruiting for Executive Officer roles in Disability Services and Dispute Resolution Services. These telephony-focused positions involve delivering excellent customer service through inbound and outbound calls, with occasional digital support.

Roles are based in Pontypridd with a Hybrid working pattern (2 days remote). You will need clear communication, solid judgment and the ability to manage cases end-to-end, gathering information and

Qualifications

• Telephony-focused role delivering customer service.
• Ability to communicate clearly and concisely, verbally and in writing.
• Ability to identify problems; collate and interpret information and ask the right questions.
• Welsh language skills are welcomed.
• Self-starter and able to work independently.

Responsibilities

• Take personal accountability for every customer you have contact with.
• To competently use the telephone as the primary means of contact.
• Active case management across different customer journeys, speaking with customers and their representatives on the telephone as the primary means of progressing cases.
• Proactively engage with customers and representatives through inbound and outbound telephone contact, taking ownership of cases from end to end wherever possible.
• 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.
• Maintain accurate records of activity and outcomes to support reporting and planning.

Skills

Can-do attitude

Clear communication

Problem solving

Good judgment

Independent

Welsh language welcome

Job description

776 - Disability Services - Case Manager / Dispute Resolution Services - EO National

This campaign has roles in both Disability Services and Dispute Resolution Services. Successful candidates will be made offers in line with business requirements and there will not be an option to specify a particular role. Both roles are similar and focused on decision making :

There are 3 locations available. Whilst you are able to select up to 3 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.

We can never guarantee sponsorship for any role.

For candidates requesting to work in Liverpool Belle Vale, please note these roles will initially be based at Liverpool Belle Vale and will then move to Bootle Redgrave Court by September 2027

About the job

DWP are looking to fill Executive Officer roles in DWP, Work and Health, 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.

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 an ideal for you!

About us - Department for Work and Pensions GOV.UK

Job Description

These are telephony‑focused roles, and as a valued member of a supportive and welcoming team, you will play a key part in delivering excellent customer service through inbound and outbound telephone contact.

While you will occasionally support customers digitally, the essential requirement of the Operational Delivery Professional role is telephony work.

You will be required to make a high volume of telephone calls whilst wearing a headset, providing clear, accurate and compassionate support to customers.

We are committed to creating an inclusive workplace and will consider workplace adjustments to support colleagues to perform at their best. However, as the essential requirement of the Operational Delivery Professional role is telephony work, any adjustments must still enable you to undertake the requirement of handling inbound and outbound telephone calls.

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 customer’s 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.

Person Specification

What we are looking for:

• A can-do attitude to deliver and do the right thing for the customer.
• An ability to communicate with colleagues and customers clearly and concisely verbally(via the telephone) and in writing to achieve the right result.
• An ability to identify problems; collate and interpret information - ask the right questions, problem solve.
• A good listener that is able to express empathy at the right time.
• Can demonstrate sound judgement and objective thinking.
• A self-starter that can work independently.
• A consistent learner who is proactive about enhancing and expanding skillsets.
• The ability to speak Welsh is always welcomed.

Proud member of the Disability Confident employer scheme

Company: Department for Work and Pensions

Salary: from £32,137 a year

Hours: Full-time

Location: Pontypridd

Working pattern: Hybrid - 2 days remote

Job type: Permanent

Posting date: 17 Sept 2026

Closing date: 1 Oct 2026

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.