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Salary
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£34,173 - £34,971Job grade
Contract type
Business area
Type of role
Conflict Advisers
Investigation
Operational Delivery
Working pattern
Number of jobs available
Contents
Location
About the job
Benefits
Things you need to know
Apply and further information
Location
About the job
Job summary
What are we offering?
The Independent Case Examiner’s office is looking to fill up to 20 HEO Investigator roles. Investigators are responsible for undertaking complaint investigations by analysing complex evidence from both customers and the business being complained about. Investigators will either agree actions to address the complaint or draft a detailed account of their investigation to present to the Independent Case Examiner for adjudication.
Investigators work independently and have no line management responsibility. They manage a personal caseload, working at pace simultaneously on multiple cases, ensuring a regular throughput of cases to the Independent Case Examiner. Investigations can be lengthy and complicated and consequently, the role requires strong analytical and organisational skills, as well as focus, determination, and keen attention to detail.
The Independent Case Examiner’s office is based in Redgrave Court, Bootle. This role may be suitable for hybrid working, which is where an employee works part of the week in their 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. Hybrid workers are required to work in the office an average of two days per week over a four-week period, as a minimum. 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.
Job description
Successful candidates can expect to be involved in a range of the following:
- Regular dialogue with customers, and the business complained about, to gather information to assist their investigations.
- Identifying scope to settle complaints at the earliest opportunity, agreeing actions to address the complaint to the satisfaction of both the customer and the business.
- Analysing complex information from customers and the business and assimilating such to establish concise, succinct, and accurate case histories.
- Ensuring the completeness and accuracy of the evidence they have gathered as part of their investigation, meaning the Independent Case Examiner is in possession of factual and accurate information to enable a fair and balanced conclusion to be reached.
- Drafting closure letters and/or a detailed account of their investigation and proposed conclusions for consideration by the Independent Case Examiner.
- Attending case conferences with the Independent Case Examiner to present detailed explanations of case events and supporting her in making findings and any recommendations if appropriate.
- Effectively managing an active caseload of multiple cases, ensuring investigations begin promptly and are completed within prescribed time limits whilst meeting challenging quality standards.
- Working as part of a team to deliver the best outcomes possible, supporting and mentoring colleagues as necessary, when appropriate.
Person specification
We welcome applications from candidates who demonstrate the following skills and experience:
Essential Skills
Managing detailed and in-depth complaint or casework investigations confidently and autonomously, often involving multiple and complex issues, frequently over extensive periods of time; (lead)- Strong well developed analytical skills on complex evidence gathered from both customers and the business being complained about; the ability to apply judgement in interpreting procedures and policies to establish whether maladministration has occurred;
- Strong, well developed drafting skills and experience of drafting for senior managers and a broad range of stakeholders, particularly using Microsoft Word;
- Excellent communication and interpersonal skills with internal and external stakeholders;
- Commitment to delivering results in a customer-focused environment and utilising your proven customer service skills to deliver these results;
- An ability to work at pace and to prioritise work to ensure full and effective caseload management.
Key Relationships
These roles require regular liaison with the DWP businesses, and their contracted providers, we investigate. HEO Investigators are also expected to maintain regular contact with customers, with telephone contact being the default method of communication, to ensure a full understanding of the complaint and so they are kept appraised as to how their investigation is progressing.
Behaviours
We'll assess you against these behaviours during the selection process:
- Making Effective Decisions
- Leadership
- Delivering at Pace
- Managing a Quality Service
Benefits
An employer pension contribution of up to 27% For further information please click here
Generous annual leave entitlement of 23 days for new entrants rising up to 30 days, (based on your working pattern)
Family friendly flexible working arrangements, such as hybrid working, job sharing, term-time working, flexi-time and compressed hours
Learning and development tailored to your role this could include industry recognised qualifications, coaching and mentoring
An inclusive and diverse environment with opportunities to join staff networks including: Women’s Network, National Race Network, National Disability Network (THRIVE) and many more
Professional development, coaching, mentoring and career progression opportunities.
Time off for volunteering and charitable giving
Discounts and savings on shopping, fun days out and more
Interest-free loans to buy a bike or a season ticket
Things you need to know
Selection process details
After submission of their initial application, candidates will progress through to the next stage – a written sift of their CV and 1000 word Personal Statement.
The selection process will assess both what candidates are good at and what they enjoy, to help us assess candidates’ behaviours, strengths, and their potential.
As part of the application process you will be asked to complete a CV and personal statement. Your CV will not be scored but will be considered for context against your Personal Statement. Further details around what this will entail are listed on the application form.
Please note that your personal statement (in no more than 1000 words) should be aligned to the Essential Skills outlined in the Person Specification.
All applications will be sifted based on the evidence demonstrated in line with the essential skills detailed in the Person Specification.
Should a large number of applications be received, an initial sift may be conducted using the evidence requirements for the lead criteria; managing detailed and in-depth complaint or casework investigations confidently and autonomously, often involving multiple and complex issues, frequently over extensive periods of time
Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.
Interview stage:
Shortlisted candidates will be invited to attend a blended interview (this will be face to face) testing strengths and behaviours.
Sift is planned for week commencing 3rd July 2023 and interviews are expected from late July 2023, which at this stage will be conducted face to face.
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.
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
Security Information
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.
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.
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.
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 a change 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. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
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.
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.
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.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Working for the Civil Service
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).
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Contact point for applicants
Job contact :
Recruitment team
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