The DWP is recruiting for 116 Executive Officer Case Managers in Disability Services
The locations are:Ty Taf CF37 5YN and Telford TF3 4HB
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!
The roles 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 through inbound and outbound calls.
- 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.
- Checking relevant legislation, guidance and policy to support fair and accurate decisions.
- 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.
Alongside your salary, the Department for Work and Pensions contributes 28.97% towards you being a member of the Civil Service Defined Benefit Pension scheme. This means for your salary of £32,137 DWP contributes £9310.08.
Find out what benefits a Civil Service Pension provides
We also have a broad benefits package built around your work-life balance which includes:
- Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
- Generous annual leave – at least 23 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave.
- Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
- Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
- Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.
- Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
Closes: 11:55 pm on Tuesday 20th October 2026.
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