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Government Recruitment Service; Newtown (CT); On-site; USD 36,000 - 49,000; Full time

Job summary

Government Recruitment Service is recruiting for Disability Living Allowance EO Case Manager in Newtown. The role focuses on executive officer duties within Disability Services, handling case management across multiple customer journeys by telephone, assessing information, and delivering accurate decisions.

You will work within a diverse team and handle sensitive data with integrity. We welcome applicants who can communicate effectively, adapt to evolving guidance, and provide a high-quality

Qualifications

• Strong telephony and communication skills required.
• Ability to interpret guidance and policy to support fair decisions.
• Experience in handling sensitive personal information and data.
• Ability to work independently and in a diverse team.

Responsibilities

• Take personal accountability for every customer contact.
• Use the telephone as the primary means of contact.
• Manage cases end-to-end, gathering information and resolving issues.
• Engage with customers and representatives via inbound/outbound calls.
• Gather evidence and accurately assess circumstances to inform decisions.
• Consult relevant legislation and policy to support decisions.
• Explain decisions clearly and build customer confidence through the claim journey.
• Protect personal information and comply with data handling rules.

Skills

Telephony

Active listening

Communication

Decision making

Customer service

Tools

Microsoft Teams

Job description

Disability Services - Disability Living Allowance EO Case Manager (Ref: 781)

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they have expressed a preference for and decline or are unable to take up post within a reasonable timeframe will be withdrawn from the campaign.

Following the changes on 22nd July 2025, current DWP sponsored employees need to check their eligibility for this campaign by emailing the Visa Sponsorship Team ([e-mail]) prior to applying.

DWP is not permitted to offer new sponsorships for these roles as they do not meet the skill level required for new sponsorships as set out by the Home Office.

DWP can never guarantee sponsorship for any role.

About the job

DWP are looking to fill Executive Officer roles in DWP, Work and Health, Decision Making Directorate, Disability Services in Disability Living Allowance. 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 candidateswho 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.

WithinDisability Services we are responsible for delivering 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

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 throughinbound and outboundcalls.


• 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.


• Checkingrelevant legislation,guidanceand policy to support fair andaccuratedecisions.


• 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.

Company: Government Recruitment Service Salary: £32,137 to £32,137 a year Hours: Full-time Location: Newtown Job type: Permanent Posting date: 7 Oct 2026 Closing date: 21 Oct 2026

Proud member of the Disability Confident employer scheme

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.