Disability Living Allowance EO Case Manager - Hybrid Remote

Department for Work and Pensions; Newtown (CT); Hybrid; USD 38,000 - 47,000; Full time

Benefits offered by this job

Disability Confident employer scheme

Job summary

Department for Work and Pensions in the UK is seeking an Executive Officer in Disability Living Allowance to provide case management, decision support and customer advocacy. You will handle inbound/outbound calls, gather relevant information and make timely, fair decisions for disabled customers.

The role requires strong communication, empathy and sound judgement, with flexibility for hybrid working from Newtown. Welsh language skills are welcomed, and safeguarding customer data is essential.

Qualifications

• 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.

Responsibilities

• 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, 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.
• 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.

Skills

Communication

Active listening

Empathy

Problem solving

Judgement

Self-starter

Continuous learning

Tools

Microsoft Teams

Job description

Department for Work and Pensions in the UK is seeking an Executive Officer in Disability Living Allowance to provide case management, decision support and customer advocacy. You will handle inbound/outbound calls, gather relevant information and make timely, fair decisions for disabled customers.

The role requires strong communication, empathy and sound judgement, with flexibility for hybrid working from Newtown. Welsh language skills are welcomed, and safeguarding customer data is essential.