About the job

Job summary

The Department for Work and Pensions (DWP) handles welfare, pensions and child maintenance policy. As the UK’s biggest public service department, DWP administers the State Pension and a range of working age, disability and ill health benefits to around 20 million claimants and customers.

Dispute Resolution Service (DRS) is a great place to work where the leadership team are passionate about attracting the best talent whilst nurturing and valuing new and existing colleagues to be the best they can be. We are looking for people who can demonstrate our values and commitment to leadership which are based around collaboration, resilience and inclusivity. We look for emotionally aware leaders who enable teams to be innovative, adaptable and flexible. We want you to be comfortable challenging the norm and finding daring and dynamic solutions that support our values and enable colleagues to shine in whatever role they do. 

DRS provides our customers with the ability to challenge a benefit decision or entitlement, through a Mandatory Reconsideration (MR) or to submit an appeal against a benefit decision.

In DRS we work with our customers to understand their individual circumstances, collate and interpret evidence and make decisions that have real life impact.

Appeals Presenting Officers (POs) act on behalf of the Department to represent DRS at appeal hearings, working with the Tribunal Service and our customers. You will be trained in preparing, presenting and completing day to day activities, initially being supported by experienced POs at hearings. At times you will maximise the use of digital technology to facilitate online and telephony hearings, as well as attending in person as appropriate. 

The role requires the ability to present and communicate in a confident, professional manner.

You will need to build and maintain relationships with tribunal officials and give feedback to internal stakeholders including Case Managers, Decision Makers and Quality Leads.

These locations are linked to Tribunal Centres in various locations including: Central London, East of England, East London, Edinburgh, Glasgow, South West, North East, North West, Midlands, Wales.

This role will involve significant travel and potential overnight stays.  Expenses are payable as per DWP Policy.

The following link provides further information about careers within the Civil Service https://www.civil-service-careers.gov.uk/dwp-how-to-apply/

Job description

As an Appeals Presenting Officer you will

• Present the Department’s decision in an effective and professional manner. You will ensure decisions follow the law and DWP instructions, whilst understanding the complex needs of our customers.
• Work with stakeholders to ensure judiciary requests are complied with and any further queries are answered prior to the hearing.
• Attend allocated tribunals, either in person, via video conference or telephony facilities. You will receive specific training for this aspect of the role.
• You will be required to review each case thoroughly prior to the hearing, proceeding to appeal if the decision under challenge remains appropriate.
• Summarise the Department’s case to the tribunal panel as set out in the appeal response, focusing on the evidence to support the Department’s case. Scrutinise available systems to ensure robust delivery of benefits and decisions. You may need to question the customer’s case by asking inquisitorial questions as appropriate, dealing with new evidence and points raised during the hearing.

Working alongside your Manager and within the prescribed timelines you will

• Give constructive and professional feedback to the original Case Manager, Decision Maker, Quality Lead and Health Care Professionals as required.
• Update the internal database and systems with the outcomes of tribunals.
• Complete post hearing management information timeously and accurately.
• Identify cases where onward challenge to the Upper Tribunal may be appropriate.
• Prioritise and proactively progress cases as directed, to ensure achievement of key performance indicators and attendance levels.

Person specification

Essential Criteria - The successful candidate will be able to demonstrate

• (LEAD CRITERIA) - Strong communication skills, including a proven ability to present information to different audiences using appropriate delivery styles and managing challenging conversations.
• Interpersonal skills with the ability to influence and motivate others to build trust with stakeholders to achieve goals.
• Ability to critically interpret and analyse complex information; formulating strong arguments to focus on key points.
• Ability to effectively organise and adapt own and teams work priorities as necessary, with due regard to compliance of agreed processes.
• Responsibility for delivering outcomes timeously and accurately.

Desirable but not essential 

• Experience of acting as a representative or as an advocate.
• Knowledge and experience of Social Security legislation is preferable but not essential. 

For roles located in Wales, the ability to speak Welsh is desirable.

Benefits

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an average employer contribution of 27%

Location

Applicants should apply for suitable posts where they can travel to and from their home office location daily within a reasonable time.   

Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed 

Hybrid Working

This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home.  This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

Written Application – Sift Process

As part of the application process you will be asked to complete a 1250-word Personal Statement detailing the relevant skills and experience you can bring to the role, based on the Essential Criteria detailed above. Further details around what this will entail are listed on the application form. 

When completing your Personal Statement, please read and understand the Essential Criteria thoroughly, as this is what your written evidence will be assessed against. Your layout is entirely your preference; you may choose narrative, bullets, etc. You may choose to address each criteria separately, however, one narrative example may cover and evidence several essential criteria. 

You may not be able to meet all the essential criteria, but please ensure you: Evidence the key personal requirements; what have you done that’s relatable to the requirements? You don’t have to explain the whole process, just what you have done and the skills, experience you have used.

Share with us what makes you suited to this role and why? What you can do and the skills you have that are transferable to the key requirements, and the life experience or passion you have that are linked to this role.   

Should a large number of applications be received, an initial sift may be conducted using the lead criteria:

• (LEAD CRITERIA) - Strong communication skills, including a proven ability to present information to different audiences using appropriate delivery styles and managing challenging conversations.

Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.

 **Please note the closing date for your full application is 23:55 on 04/02/2024**  

Sifting is due to take place between 5th February and 16th February.

Please note that these dates are only indicative at this stage and could be subject to change. 

Presentation/Interview 

Candidates who successfully pass the written sift will be invited to interview, which will be conducted via Microsoft Teams, lasting approximately 50 minutes and will commence with the candidate delivering a 5 minute presentation.

Details of the presentation topic will be included in the invite to interview. The presentation will form part of the assessment. Visual aids must not be used.

Interviews are due to take place between 4th March and 15th March.

Please note that these dates are only indicative at this stage and could be subject to change. 

The interview will consist of a blended interview where you will be asked a mixture of Behaviour and Strength questions. A blended interview aims to be more of a conversation at interview offering an inclusive approach. The Strength and Behaviour based questioning explores what you can and have done, as well as your potential. 

At interview you will be assessed against 4 Civil Service Behaviours: 

• Communicating and Influencing (Level 2)
• Managing a Quality Service (Level 2)
• Making Effective Decisions (Level 2)
• Delivering at Pace (Level 2)

Preparing for the Interview

Please note that interviews will be via video using Microsoft Teams and you will need to use your personal device to access the video link. You will receive a link in advance of your interview through the email account you provide us with on your application.  

Further information about the process can be found in the Candidate Pack.   
  
If you withdraw your application at any stage, it will not be progressed any further.  

After the Interview

Once all interviews have been completed, candidates will be notified of the outcome by email. The successful candidates will be offered a posting based on their preferred location/s and will be notified of a start date following successful security checks. The posting offer will be made in strict merit order.   

Further Information

Find out more about Working for DWP

A reserve list may be held for a period of 6 months from which further appointments can be made.

The reserve list may also be used to offer future permanent opportunities, not necessarily restricted to the current locations included in the advert. They may also extend to permanent opportunities which arise across the wider DWP network. Any such offers would be made in strict merit order to all candidates remaining on the reserve list. The location and job role would be fully explained to you. Refusal of the offer would not change your reserve list position. 

Candidates should note that if successful in this campaign, you will be expected to remain in post for a minimum of 18 months before applying for any other lateral moves within DWP.

Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk

If successful and transferring from another Government Department a criminal record check may be carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service /Disclosure Scotland on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading. 

For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk

New entrants are expected to join on the minimum of the pay band.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. 

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action.

Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. Civil Servants that would transfer into DWP from other government organisations following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing.

DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled and qualified – as determined by the business. To support this aim you may be required to undertake a work based qualification, which may be in the form of an apprenticeship, which will support you in further developing your professional knowledge and skills for this role and your future career development. The qualification can be undertaken in work time, you agree to take this job on the basis that you may be required to undertake a work based qualification; a candidate’s failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract. 

Important 

If you hold a level 3 qualification (2 A levels or equivalent) then please bring your certificates with you to the interview if you have them.

Reasonable Adjustment

At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.

We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.

If you need an adjustment to be made so that you can make your application, you should contact Government Recruitment Service via DWPrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the “Reasonable Adjustments” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. 

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.