This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Ability.
Stages for applying – See Candidate Pack for fuller details about each stage.
Some need-to-know information
Stage 1 – Complete eligibility section of the application form.
Stage 2 – After submission of the first stage of your application you will be invited to complete a Customer Service Skills Test. If you successfully pass the test, you will be invited to complete the final stage of the application.
Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23:55 on 12/04/2023. If you fail to complete the online test and written application before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website. Please note, one element of the test is timed.
Stage 3 - If you successfully pass this test, you will be invited to submit (up to 250 words on the lead behaviour) your evidence against the Lead behaviour, Communicating and Influencing as shown above and detailed in Success Profiles,
Should a large number of applications be received, a sift may be conducted using the lead behaviour, Communicating and Influencing. Candidates who pass the customer services skills test may be progressed straight to assessment/interview.
Stages 1 to 3 must be completed before the closing date of the application as detailed on CS Jobs.
Stage 4 - The interview process:
This will consist of a pre-recorded interview which will last approximately 30 minutes. You must complete your pre-recorded interview within 7 days of receiving the invite. The 7 days begin at the point you receive the invitation.
The interview is a recording of a person asking questions to test how you have demonstrated the 3 behaviours detailed above at Level 2.
We recommend you view the interview questions and record your responses using an up-to-date web browser such as google chrome or Microsoft edge or an equivalent.
You will be given some time to familiarise yourself with this approach and practice recording a response to a question before starting to record your responses.
You will be asked Behaviour questions.
It may help to use one or more examples of a piece of work you have completed or a situation you have been in and used the WHO or STAR model to explain.
Proposed Sift and Interview dates:
Sift Period – 31 March 2023 – 17 April 2023
Interviews – From 24/04/2023
Sift and Interview dates may be subject to change.
Further Information
For jobs located in Wales, the ability to speak Welsh is desirable
If we are unable to offer you a role initially, we will place your name on a reserve list for up to 6 months. The reserve lists may also be used to offer future permanent opportunities which are considered similar in criteria and responsibilities, 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 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.
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 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 [email protected] 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.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
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
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 [email protected] 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.
Feedback will only be provided if you attend an interview or assessment.
Feedback will only be provided if you attend an interview or assessment.