Debt Management Telephony Officer

Stage 1 – Application and Sift

As part of the application process, you will be asked to complete a Personal Statement in no more than 500 words detailing the relevant skills and experience you can bring to the role, based on the Key Criteria listed.

Please pay particular attention to the lead criteria as if you do not demonstrate this on your application, you will not progress to interview stage.  

Further details around what this will entail are listed on the application form. 

When completing your Personal Statement, please read and understand the Key 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 key criteria. You may not be able to meet all the key 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 and experience you have used. Share with us what makes you suited to this role and why. What you can do, 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.

If you do not have work-based examples then please give examples from school/college, clubs, volunteering or other activities you have been involved in. You don’t have to explain the whole process, just what you have done and the skills and experience you have used.

Should a large number of applications be received, an initial sift may be conducted using the lead criteria below, or lead and second lead criteria, before moving to a full sift. These are:

• Demonstrates effective communication skills treating colleagues and customers with respect and taking personal responsibility for customer service (Lead Criteria 1).
• Works collaboratively and effectively within a team (Lead Criteria 2).

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

**Please note the closing date for your full application is 23:55 on 02/01/2024**   

Sift to be held 03/01/2024 to 17/01/2024. These dates made be subject to change. 

Important information.  

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.​ 

Please note that successful part time and job share candidates may be required to work full time for specific periods to complete and consolidate training. Currently training can last for up to 6 weeks for which you may be required to work full time. Hybrid Working will not commence until the training / consolidation period has been successfully completed.  

Working Pattern​ 

Part-time and job-sharing working patterns within working hours will be considered but must meet business needs. We will do our best to let people with existing part time contracts retain their contracted hours provided they are in line with current business needs. Please note that successful part time and job share candidates will be required to work full time for specific periods to complete all training and consolidation. ​ 

​Hours of Work ​ 

The full-time working week in DWP is 37 hours. You may be required to work at any time between the hours of: ​ 

• 7:45am and 8:00pm on any day between Monday to Friday, and​
• 8:45am to 5:00pm on Saturday.​

Managers will agree working patterns with successful applicants within these business hours and review these as appropriate.  ​ 

You will be given advance notice of your personal schedule. 

Candidate Pack 

It is important that you take time to read the Candidate Pack which can be found at the bottom of this job advert. This provides further information about the role and working in DWP.  

Stage 2 – Interview 

Those who pass the Written Application Sift with the required score will be invited to a blended interview and will receive an electronic notification to your Civil Service Jobs account. 

Please note that interviews will be via video using Microsoft Teams and you will need to use your personal or work device to access the video link. You will receive a link to join the interview at the appointed time through the email account you provide us with on your application.  

Interviews are scheduled to take place from 05/02/2024, please note that these dates are only indicative at this stage and could be subject to change. Interviews will be scheduled Monday to Friday, between 09:00 to 17:00.

Communications will be electronic and/or by telephone therefore it is vitally important that you check your Civil Service Jobs account regularly, as well as your spam/junk email folder. Telephone calls may show as a withheld number, it is important that you answer so that your interview can be confirmed.   

Preparing for the interview 

The interview will take approximately between 30 – 40 minutes. where you will be asked a mixture of Behavioural and Strength questions.  A blended interview aims to be more of a conversation at interview offering a more inclusive approach. The Strength and Behaviour based questioning explores what the candidate can and has done, but also their potential.   

Behaviours

You will be assessed against the Civil Service Behaviours listed above at Level 1.

To help you prepare and settle into the interview you will be sent the behavioural questions in advance of the interview. These questions should be treated as confidential and should not be shared. The interview panel may ask you other questions which will not be shared in advance, including follow-up questions, and those about your strengths.

An example of a Behavioural question would be “Tell me about a time when you’ve had to deal with a difficult customer.”

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 use the WHO or STAR model to explain:    

• WHO – What it was, How you approached the work/situation and what the Outcomes were, what did you achieve? or
• STAR – What was the Situation? What were the Tasks? What Action did you take?  What were the Results of your actions?

Strengths

It is difficult to prepare for strength type questions. However, you can think through your answers, focus on your achievements and aspects you enjoy and decide how these can be applied in the organisation and role. 

While strengths questions are shorter and we do not expect a full STAR response, the panel is interested in your first reaction to the question and information or reasoning to support this.

If you do not have work-based examples then please give examples from school/college, clubs, volunteering or other activities you have been involved in.   

If you withdraw your application at any stage, it will not be progressed any further.  

Stage 3 – Offer

Once all interviews have been completed, candidates will be notified of the outcome by email. Offers will be made in strict merit order to the highest scoring candidate first. The successful candidates will be notified of a start date following successful security checks, which is likely to be during March / April 2024.

Stage 4 – Reserve List

Successful candidates, not offered a posting, will be placed on a reserve list which will be held for 3 months. 

Please note:  

• If you are offered the role you applied for, in a location you have expressed a preference for, and you decline the offer or are unable to take up post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances*.  
• If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list. 

*Note - Exceptional circumstances could be when a candidate has requested a contractual Part Time Working Pattern and this pattern cannot be accommodated in the initial role offered, or in cases of serious ill health. 

Candidates should also 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.  

Further Information

Find out more about Working for 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 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.  

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. 

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.

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. 

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. 

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

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. 

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

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: HR.BUSINESSASSURANCE@DWP.GOV.UK.

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.