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Department for Work and Pensions Logo

Work Coach (Executive Officer) - Galashiels, Hawick

Id Job: 316e324

🏠 On-site
💼 Department for Work and Pensions
📍 Galashiels, Scotland
2 days ago
💰 28117 GBP ANNUAL

Job Description

Details

Reference number

278635

Salary

£28,117

Job grade

Executive Officer

Contract type

Permanent

Business area

DWP - Work and Health Services - Universal Credit

Type of role

Operational Delivery

Working pattern

Flexible working, Full-time, Part-time, Part Year

Number of jobs available

7

Contents

    Location

    About the job

    Benefits

    Things you need to know

    Apply and further information

Location

Galashiels, Hawick

About the job

Job summary

The Department for Work and Pensions is looking to fill Work Coach roles in UC Operations Directorate. These are key roles and we are looking for people who share our values and who are passionate in delivering excellent customer service to our diverse range of customers.

The roles available will be based in Galashiels Jobcentre or Hawick Jobcentre.

Do you have a positive attitude, a desire for public service and want to make a difference to people’s lives?

Do you want to be part of a team where you can be yourself, feel supported, empowered, valued, respected, fairly treated and able to achieve your full potential?

If your answer is Yes. Join us!

We have exciting, challenging and rewarding roles available across DWP.

We are looking for people who are customer focused, with the right skills, commitment and capability to deliver an exceptional public service.

The Work Coach role is wide-ranging and diverse. You will be working with customers, employers and colleagues through a combination of digital, telephone and face to face contacts on a daily basis. To be successful you will need to demonstrate effective communication skills across a wide range of diverse customers, along with the ability to understand complex information and give explanations to the customer. You will also have the ability to manage difficult situations.

Job description

The Work Coach role is undertaken face to face, digital and telephone interventions with customers, employers and wider DWP teams, this role typically involves: -

  • Having an assigned caseload of Universal Credit, Jobseekers Allowance, Employment Support Allowance & Income Support claimants for whom they will be responsible, providing consistency and continuity of service.
  • Looking for ways to serve customers that continually puts their needs at the heart of what we do.
  • Offering quality, dynamic, flexible, advice, and support to underpin claimants’ personalised commitment to job search actions and support them to develop the skills and activities they need to look for and obtain work in a digital environment.
  • Building positive relationships with customers that encourages, motivates and build trust through recognition, praise and reinforcing of positive behaviours, simplifying complexities and adapting communications so others can understand, completion of tasks, encouraging the achievements of furthermore stretching goals.
  • Proactively developing in-depth knowledge of the local labour market and provision, recognising the roles that our Partners and Employers have in helping our customers secure employment.
  • The ability to confidently use Digital services, navigate and coach others to use digital job search methods i.e., job search websites, email, uploading documents, social media.
  • Being accountable for the decisions made during interviews with claimants to help move them back into sustained employment or prepare for work.

Person specification

Your role could involve a range of duties and we are seeking people who are adaptable and flexible. Typical duties may include:

  • Providing excellent customer service in a variety of environments including face-to-face.
  • Making fact–based assessments regarding benefit entitlement.
  • Dealing with enquiries from a variety of customers.
  • Supporting the Department’s aim to use digital means as the primary contact channel for all claimant services.
  • Managing Departmental resources and reputation; this could include making spending decisions, ensuring value for money, confirming eligibility to receive appropriate benefits, line management of colleagues or managing communication with external partners.
  • Offering quality advice to customers about job search actions, supporting them to job search effectively in a largely digital world.

Behaviours

We'll assess you against these behaviours during the selection process:

  • Communicating and Influencing
  • Making Effective Decisions
  • Managing a Quality Service

We only ask for evidence of these behaviours on your application form:

  • Communicating and Influencing

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%

Things you need to know

Selection process details

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

Assessment Process

Selection will be by an on-line assessment, written sift, followed by an interview (pre-recorded video).

On-Line Assessment

After submission of the first stage of your application you will be invited to complete a customer services skills. 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 23.55pm on 17th April 2023. If you fail to complete the online test 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.

Information on the tests including how you can prepare for and practice the tests is on the Gov.uk website – Civil Service online tests - guidance for candidates Civil Service online tests - GOV.UK

Written Sift

The written sift will be conducted using evidence from your behaviour application form and will be assessed against the lead behaviour, Communicating and Influencing as shown in the advert.

Please note if a large number of applications are received, we may sift or we may progress all candidates who have been successful at the online assessment stage through to interview.

CV

The CV is an on-line tool accessed through the Civil Service Jobsite and there is no requirement to upload your personal CV. Our CV element is short, and allows an initial check of eligibility.

Behaviour Application Form

The Civil Service uses a behaviour Framework to assess candidates, knowledge and skills. The following link provides you with the behaviour framework you will be assessed against.

You will be assessed against Communicating and Influencing (Lead Behaviour) at level 2.

It may help to use the WHO or STAR model to explain:

What the task/ work was, How you approached the task/work/situation and what the Outcomes were, what did you achieve? Or What was the Situation? What were the Tasks? What Action did you take? What were the Results of your actions?

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.

Reserve list candidates will be posted in merit order by location.

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.

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 [email protected]

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 [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.

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 evidence you provide in your application must relate to your own experiences. If evidence of plagiarism is found your application will be withdrawn.


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 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
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.

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

Recruitment team :

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DWP by email: [email protected].
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Click here to visit the Civil Service Commission


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