Universal Credit Income and Expenses Agent Executive Officer – Swindon and Sheffield (Ref: 734) Job summary – The Department for Work and Pensions (DWP) is committed to reduce the rates of fraud and error payments within Universal Credit (UC). The rate of fraud and error has continued to rise significantly with increases in the proportions of higher risk cases, for example the self-employed and because of the easements and changes introduced due to the pandemic.
To address this, we have introduced a self-employed income and expenses checking process into the UC service. This new process includes a partial review of a live UC claim to determine the claimants’ payments are correct
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 ideal for you!
Job description
As an Income & Expenses checking agent you will:
- Manage and conduct partial case reviews within an allocated caseload to ensure all cases adhere to all legal and policy requirements.
- Plan and conduct robust interviews with claimants by telephone, asking the required questions to gather all relevant information, including exercising judgement to tailor follow up questions of each individual case.
- Educate claimants on how to accurately report their Self-Employed Income and Expenses
- Decide what evidence is appropriate to request from claimants in order to confirm the validity of declarations, considering the context of each individual case.
- Gather, verify and assess all available information, and decide on an appropriate course of action from a number of options, to ensure any incorrectness can be identified and corrected. Examples include referring to CFCD (Counter Fraud, Compliance and Debt)
- Complete reviews to a high standard, so that others can use the gathered information and advice as the sole source of evidence to make a fair judgement.
- Seek support and advice when required, identifying most appropriate source for the particular challenge e.g., referring to written guidance, raising with colleagues in a case conference or escalating to a team leader.
- Record the progress of a case on departmental systems. Maintain and retain relevant evidence in the evidence file redacting & annotating sensitive material when appropriate.
- Work collaboratively, effectively and flexibly within the team and contribute towards the development of this new role.
- Contribute to feedback and lessons learned to shape and improve the role and processes.
The key outcome from the reviews is to be confident the claimant is being paid the right amount and any incorrectness has been corrected.
This is an exciting opportunity to help shape the design and operating model of this brand-new process and be part of delivering DWPs Fraud and Error strategy, ensuring value for money for the taxpayer and positively impacting DWP’s reputation.
Person specification
What we are looking for
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!
This is an exciting, challenging and rewarding role within UCR.
We are looking for people who are customer focused, with the right skills, commitment and capability to deliver an exceptional public service.
Please note: Near miss offers may be made at Administrative Officer (AO) to candidates who do not meet the required standard for Executive Officer (EO). These roles may be permanent or Fixed Term appointments dependent on business requirements.
Behaviours
We’ll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Managing a Quality Service
- Making Effective Decisions
Benefits
Alongside your salary of £30,975, Department for Work and Pensions contributes £8,973 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
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 £30,975 DWP contributes £8973.45. 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.
- An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.
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 Ability.
Stage 1 – Apply
Please complete the application form and write up to 500 words to demonstrate your ability related to Making Effective Decisions (EO) Level:
You may provide evidence taken from a work situation or somewhere else, such as work experience, volunteering, in connection with a hobby. You should choose examples that enable you to describe specific things you did and clearly demonstrate the behaviour.
A NOTE ON ANONYMISATION
DWP operates an anonymised recruitment process, you should remove any personal details that could be used to identify you. This relates to name and contact details which might usually appear on your Personal Statement. Failure to do so will result in your application being withdrawn.
More information on Success Profiles and Civil Service Behaviours can be accessed by clicking the links
Stage 2 – Selection
Situational Judgement Test
After submitting your application, you will be sent an invitation with a link to complete an online Situational Judgement Test. This is designed to test your skills for the EO role.
The Situational Judgement Test is a timed exercise designed to see how you would naturally react in situations and how you would communicate with others. It consists of multiple-choice scenarios. You do not need any knowledge or experience specific to DWP to be able to complete the exercise, nor do you need any specific knowledge or experience relating to the scenario presented. You should allow 30-45 minutes to take the test.
You must complete and submit the test by the deadline stated in your invitation. If you do not complete and submit the test before the deadline, your application will not progress.
IMPORTANT: After the test deadline, we will look at all applicant scores to decide what the job’s pass mark will be. We will consider the impact on protected groups and the number of invitations to the next stage. We may decide to raise the pass mark for the job – if so, you will be informed, and you will be told if you have passed or failed at the raised standard. Meeting the minimum test requirements for a job level is no guarantee of an invite to continue the selection process.
Sift
Those candidates who meet the minimum required test score will have their written application form evidence assessed.
Depending on application numbers we may progress all candidates who have been successful at the online test through to interview without assessing the written application evidence
Interview
If you meet the required standard and your application is successful, you will receive an invitation to a Pre-Recorded Video Interview. You will receive a link to access the interview through the email account you provide on your application and will have up to 5 days to complete this.
You will be assessed against three Civil Service Behaviors (EO level)
- Communicating and Influencing
- Managing a Quality Service
- Making Effective Decisions
The evidence you provide must relate to your own thoughts and experiences.
Feedback will only be provided following an interview.
Stage 3 – Offer
Offers will be made in merit order and business continuity.
Further Information
At the Department for Work and Pensions (DWP) we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.
Find out more about working for DWP on the DWP Careers Hub. You can also find process information on Executive Officer Recruitment , DWP however please be aware the Personal Statement behaviour differs for this role.
Reserve List
A reserve list may be held for a period of 6 months from which further appointments can be made.
If you are placed on a reserve list if your application is successful, but we cannot immediately offer you a post, please note:
- If you are offered the role you applied 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
Disability Confident Scheme
If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards.
Reasonable Adjustments
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 the Shared Services Connect Limited via dwp-customer_hub@resourcing.soprasteria.co.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.
Integrity, plagiarism, Civil Service Principles and the use of Artificial Intelligence (AI)
The evidence you provide must relate to your own experiences. If evidence of plagiarism, or sharing of questions, information or answers throughout any part of the selection process is found, your application will be withdrawn. Examples of plagiarism can include:
- Presenting the work, ideas and experience of others as your own
- Copying content from an online/published source
- Using forms of Artificial Intelligence to produce application content which you present as your own
The same applies to all stages of your application.
Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.”
Disclosure and Barring Service and Internal Fraud Database Checks
To process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service or 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 Shared Services Connect Limited of your intention by emailing wp-customer_hub@resourcing.soprasteria.co.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.
If successful and transferring from another Government Department, a criminal record check will be carried out.
Important
New entrants are expected to join on the minimum of the pay band.
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. If you are successful you must be able to be released from your current post within 4 weeks.
Those on protected TUPE/ COSoP terms and conditions applying on promotion or voluntary permanent level move will adopt DWP’s Terms and Conditions and this may have a different impact on pay and allowances. Please review this prior to acceptance of a role.
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. Accepting a post will be taken to mean acceptance of revised terms & conditions.
Civil servants applying on promotion will usually be appointed to the salary minimum or within 10% of existing salary.
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 the Childcare Choices Website.
Location
This campaign has multiple locations and you can choose up to 2. Please do not select any locations you are not prepared to travel to .
This vacancy is only for the locations shown above. If you are not within a reasonable daily travel distance of these locations, you would need to consider applying for other vacancies within your travel area.
Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed
Please note: We are not able to consider requests to move your application to other vacancies advertised elsewhere in the UK.
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 considered. If you are successful, any opportunities for hybrid working will be discussed with you prior to you taking up your post, you will be required to work on site within the office during the training, consolidation and probation periods full time. Suitability for hybrid working will be considered after successful completion of probation.
New recruits will be required to work full time during the training, consolidation and probation periods after which suitability for Hybrid working will be considered.
Training
Part time and job share candidates will be required to work full time to complete and consolidate training, after which colleagues should be able to adopt their agreed working pattern.
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.
Top of Form
Hours of work
DWP contracts are based on 42 hour week however you will work 37 hours
All customers must receive a consistently good service no matter how or when they decide to contact DWP as such, you may be required to work at any time between the hours of 7.45 am and 8:00 pm on any day between Monday to Friday, and 8.45 am to 5:00 pm on Saturday.
A working pattern that meets business needs will be discussed and agreed once you have started. You will be given advance notice of your personal work schedule.
Working pattern
New recruits will be required to work full time during the training, consolidation and probation periods after which suitability for Hybrid working will be considered.
Part time and job sharing working patterns within working hours may be available 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 to complete and consolidate training, after which colleagues should be able to adopt their agreed working pattern.
Complaints
If you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL dwp-customer_hub@resourcing.soprasteria.co.uk in the first instance. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission here to visit Civil Service Commission.
Contact point for applicants
Phone – 0345 241 5365
Email – dwp-customer_hub@resourcing.soprasteria.co.uk
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 the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
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.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
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 :
- Name :Customer Hub Team
- Email :dwp-customer_hub@resourcing.soprasteria.co.uk
- Telephone :0345 241 5365
Recruitment team
- Email :dwp-customer_hub@resourcing.soprasteria.co.uk
Please note that these vacancies are not currently eligible for new applications for Visa Sponsorship on the Skilled Worker route, for any candidates who do not currently have permission to be in the UK as a Skilled Worker where they were sponsored before 4 April 2024, even if relying on tradeable points (including the new entrant tradeable points option) as they do not satisfy the minimum salary hourly rate requirement. This information is offered as guidance only, and we recommend that applicants seek specialist advice on their eligibility for Visa Sponsorship (if applicable) when considering whether to apply for any role.
Apply before 11:55 pm on Monday 21st July 2025