Executive Officer DWP Operations – Decision Maker (Welsh Speaking) in Department for Work and Pensions DWP TreforestIndustrialEstate,Wales,UnitedKingdom

Website Department for Work and Pensions DWP

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About the job


Tŷ Taf, Main Avenue, Treforest Industrial Estate, Pontypridd, CF37 5YN


About the job

The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy and is responsible for helping people move into employment, supporting pensioners and protecting some of the most vulnerable in our society.

DWP are looking to fill one Decision Making Executive Officer (Welsh Speaking) role in the Work and Health Decision Making Directorate.

Work and Health Decision Making is responsible for delivery of accurate, timely, high-quality decisions in a professional manner. Ensuring customers receive the correct outcomes effectively and efficiently in line with DWP policy and procedures.

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

This is a great opportunity to work in a fast paced, changing environment where you’ll experience challenging deadlines and the need to adopt a flexible and proactive approach.

Job Description

You must be fluent in Welsh and English.

Your role will be to determine benefit entitlement and eligibility based on available evidence by applying legislative and policy requirements.

Decision Makers must be able to demonstrate that they treat every customer individually and offer a tailored service in their approach.

These roles support the delivery of Universal Credit by applying policy and legislative requirements to make complex decisions taking account a wide range of customer circumstances. Communicating with customers via digital channels and telephony to gather information and explain customer outcomes.

You will be required to work collaboratively with colleagues in all parts of DWP to deliver a quality end to end service.

Key Accountabilities

Make effective decisions on complex cases relating to benefit entitlements including evidence relating to areas such as Medical Assessments and UK Residency Tests.

Gathering evidence, examine the facts and consider the relevant legislation in order to make a decision on each case. Updating computer systems with appropriate information.

Consider each customer case as a whole, using all available information and requesting more detail or evidence if required.

Provide excellent customer service, taking into account a customer’s individual circumstances when communicating with them.

Demonstrate strong telephony and digital communication skills with a diverse range of customers, some with complex needs.

Have the ability and resilience to handle sensitive and challenging situations with a diverse range of customers.

Operate as part of a team, making individual contributions whilst being flexible and adaptable.

Key Criteria


  • Understanding and interpreting complex information to make reasoned decisions. Provide clear, simplified and tailored explanations to customers (lead criteria).
  • Communicate well with a wide range of diverse people with different needs and deliver an excellent customer service.
  • Ability to work flexibly to meet changing priorities, managing a diverse workload.
  • Handle sensitive and challenging situations, including potential emotional situations via telephone and/or using digital methods.
  • Use sound judgement and take a considered approach to situations and tasks when making decisions.
  • Candidate must be fluent in Welsh and English




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

  • Making Effective Decisions
  • Communicating and Influencing
  • Working Together


  • Learning and development tailored to your role
  • An environment with flexible working options
  • A culture encouraging inclusion and diversity
  • A

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.

Things you need to know


Successful candidates must pass a disclosure and barring security check.

People working with government assets must complete

Selection process details

This vacancy is using

As part of the application process, you will be required to complete a personal statement of up to 1250 words demonstrating how your skills and experience match the key criteria outlined above.

Once you have completed your application it cannot be amended.

If a large number of applications are received we may sift against the lead criteria (Understanding and interpreting complex information to make reasoned decisions. Provide clear, simplified and tailored explanations to customers).

If You Are Invited To An Interview This Will Be To Assess How Well You Can Demonstrate That You Have The Behaviours Listed Below

Those who pass the sift will be invited to interview via an electronic notification to your Civil Service Jobs account.

  • Making Effective Decisions
  • Communicating and Influencing
  • Working Together

All communications will be electronic therefore it is vitally important that you check your Civil Service Jobs account regularly, as well as your spam/junk email folder.

Once you receive the invite to interview you will need to access the system and book yourself an interview slot.

Preparing For The Interview

Please note that interviews will be conducted by video and you may need to use your personal device to access the platform.

The Interview Will Include a Blend Of

  • strength based questions and
  • you will also be asked to provide examples against each of the behaviours detailed within the advert.

Further information about the process can be found in the Candidate Pack.

Sift dates from 25 October 2022 – 1 November 2022.

Interviews dates from 7 November 2022.

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


You will be required to undertake training which is necessary for you to perform your role. This will be provided by the Department for Work and Pensions at no cost to you.

Every effort will be made to arrange for training to be held during your agreed normal working hours. Exceptionally, where this is not possible, you will need to be prepared to adjust your normal hours to attend for training and pay will be adjusted accordingly. In these circumstances you will be given details of your revised times of attendance for the period of the training event by management. Time off in lieu may be taken as an alternative to payment at the discretion of your manager and subject to the needs of the work where appropriate.

Further Information

A reserve list may be held for a period of 6 months from which further appointments can be made.

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

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 “>here

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.


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.

Security Information

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 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 you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.

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.

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
  • 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

Working for the Civil Service


We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s

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

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction.

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

Company: Department for Work and Pensions DWP

Vacancy Type: Full Time 

Job Location: TreforestIndustrialEstate,Wales,UnitedKingdom

Application Deadline: N/A

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