Universal Credit Decision Maker – Executive Officer – 272 Vacancies
Department for Work and Pensions (DWP)
Job Reference: 473687
Position: Dispute Resolution Services – Universal Credit Decision Maker – Executive Officer
Grade: Executive Officer (EO) – National
Salary: £32,137 per year
Contract: Permanent
Working Pattern: Full-time, Part-time, Job Share, Flexible Working
Number of Vacancies: 272
Employer: Department for Work and Pensions (DWP)
Closing Date: 12 August 2026 at 11:55 PM
Job Type: Operational Delivery
Location: Multiple locations across the UK
Job Overview
The Department for Work and Pensions (DWP) is recruiting Universal Credit Decision Makers – Executive Officers as part of its Dispute Resolution Services (DRS).
There are 272 vacancies available across several locations, offering an opportunity to join one of the UK’s largest public service departments.
Decision Makers play an important role in supporting DWP customers by reviewing benefit decisions, assessing evidence and making fair and accurate decisions about benefit entitlement.
This role is suited to candidates who have strong communication skills, sound judgement, excellent customer service abilities and the confidence to work with complex information.
Key Highlights
- Salary: £32,137 per year
- Vacancies: 272
- Contract: Permanent
- Grade: Executive Officer (EO)
- Employer: Department for Work and Pensions
- Working options: Full-time, part-time, job share and flexible working
- Hybrid working: May be available after training and consolidation
- Closing date: 12 August 2026
- Training: 13 weeks of mandatory full-time office-based training
- Visa sponsorship: Not currently available for new Skilled Worker applicants
- UK work rights: Required
Available Locations
The vacancies are available in the following locations:
- Birmingham Central
- Handsworth
- Barnsley
- Birkenhead
- Bristol
- Glasgow
- Inverness
- Lowestoft
- Middlesbrough
- Norwich
- Pontypridd
- Sheffield
- Worthing
Applicants may select up to three location preferences, although selecting three locations is not mandatory.
Candidates should only select locations they are prepared to travel to or relocate to at their own expense.
About the Department for Work and Pensions
The Department for Work and Pensions helps millions of people every day by supporting people into employment, providing support to pensioners and protecting some of the most vulnerable members of society.
The Customer Experience Directorate is central to DWP operations.
As a Decision Maker within Dispute Resolution Services, you will help customers who disagree with decisions relating to benefits, tax credits or child maintenance.
Customers can request that decisions are reviewed through a process known as a mandatory reconsideration, or they can appeal a decision.
About the Role
As a Universal Credit Decision Maker, you will review customer circumstances, gather and assess evidence, apply relevant legislation and guidance, and make fair and accurate decisions.
The role involves significant customer interaction, including a high volume of telephone calls.
You will need to communicate clearly and compassionately with customers, including people who may be experiencing difficult or sensitive circumstances.
There are no alternative non-telephony deployment options for this role.
Key Responsibilities
Your responsibilities will include:
Customer Communication
- Make outbound telephone calls to customers.
- Ask appropriate questions to gather information.
- Listen carefully to customers and understand their circumstances.
- Provide clear and compassionate support.
- Explain decisions clearly using plain language.
- Communicate decisions both verbally and in writing.
Decision Making
- Review available evidence relating to customer circumstances.
- Assess information objectively.
- Check relevant legislation, guidance and policy.
- Make fair and accurate decisions on benefit entitlement.
- Use sound judgement when dealing with complex information.
Case Management
- Prepare appeal cases for the Tribunal Service.
- Organise relevant information and evidence.
- Clearly document decisions and supporting information.
- Record accurate information and statistics.
- Manage your own workload and prioritise tasks effectively.
- Work to agreed deadlines and service standards.
Digital and Administrative Work
- Use digital systems to manage customer cases.
- Record information accurately.
- Handle inbound and outbound telephone contact.
- Use digital communication channels.
- Maintain accurate records to support reporting and service planning.
Essential Skills and Experience
To be successful in this role, you should be able to demonstrate:
- Strong verbal and written communication skills.
- Excellent customer service skills.
- Ability to understand and explain complex information.
- Strong listening and questioning skills.
- Ability to collate and analyse information.
- Good problem-solving skills.
- Sound judgement and objective decision-making.
- Ability to work independently.
- Ability to take initiative.
- Strong organisational skills.
- Ability to work effectively under pressure.
- Ability to collaborate with colleagues.
- Commitment to providing an inclusive and supportive service.
The ability to speak Welsh is welcomed.
Working Environment
This is a fast-paced operational role where you will work both independently and as part of a team.
You must be comfortable handling a high volume of telephone calls and working with customers who may be dealing with sensitive circumstances.
Successful candidates must be able to:
- Work on site for at least 60% of their working time once the role is established.
- Attend the office 100% of the time during the 13-week training and consolidation period.
- Handle inbound and outbound telephone calls.
- Use digital contact systems.
- Work effectively in a busy environment.
- Meet agreed deadlines and service standards.
Training
Successful candidates will undertake mandatory training and consolidation.
During the initial 13-week training and consolidation period, employees must attend their assigned office full-time because the required training cannot be delivered remotely.
After training and consolidation, suitability for hybrid working may be considered.
Part-time and job-share candidates may also be required to work full-time during specific training periods.
Hybrid Working
The role may be suitable for hybrid working after the required training and consolidation periods.
Where hybrid working is agreed, employees will normally be expected to spend a minimum of 60% of their contracted working hours working from their DWP office.
The office will remain the employee’s contractual place of work.
Working Hours
DWP contracts are based on a 42-hour week, although employees will normally work 37 hours per week.
Depending on business requirements, employees may be required to work between:
Monday to Friday: 7:45 AM – 8:00 PM
Saturday: 8:45 AM – 5:00 PM
A suitable working pattern will be discussed and agreed after appointment.
Salary
The salary for this position is:
£32,137 per year
New entrants are expected to join at the minimum of the applicable pay band.
In addition to the salary, DWP contributes 28.97% towards membership of the Civil Service Defined Benefit Pension Scheme.
For a salary of £32,137, the stated employer pension contribution is approximately £9,310.08.
Employee Benefits
Employees can benefit from a comprehensive package, including:
- Civil Service pension scheme
- At least 23 days’ annual leave on entry
- Annual leave increasing to up to 30 days with service
- 9 days of public and privilege leave
- Flexible working options
- Job-sharing opportunities
- Term-time working options
- Flexi-time
- Compressed hours
- Interest-free season ticket loans
- Cycle-to-work scheme
- Employee discount scheme
- Employee Assistance Programme
- Health and wellbeing support
- Family-friendly policies
- Enhanced maternity and shared parental leave support after one year
- Funded learning and development
- Professional qualifications and accreditations
- Coaching and mentoring
- Talent development opportunities
- Inclusive employee networks
Visa Sponsorship and Right to Work
Important: This vacancy is not currently eligible for new applications for Skilled Worker visa sponsorship for candidates who do not already have the required permission to work in the UK.
Applicants must have the appropriate right to work in the UK.
The vacancy is also restricted to work performed within the UK and cannot be carried out from overseas.
Candidates who require relocation must arrange and fund their own relocation.
Applicants should obtain specialist immigration advice if they are unsure about their eligibility to work in the UK.
Nationality Requirements
The Civil Service states that the role is broadly open to:
- UK nationals
- Irish nationals
- Eligible Commonwealth nationals with the right to work in the UK
- Eligible EU, Swiss, Norwegian, Icelandic and Liechtenstein nationals
- Eligible family members covered by the EU Settlement Scheme
- Certain individuals with limited or indefinite leave to remain
- Eligible Turkish nationals and certain family members who have accrued the right to work in the Civil Service
Applicants should check the official nationality requirements before applying.
Selection Process
The recruitment process uses the Civil Service Success Profiles framework.
Candidates will be assessed against behaviours and ability.
Stage 1 – Application
Applicants must complete the application form and provide up to 500 words demonstrating the behaviour:
Making Effective Decisions – Executive Officer level
Examples should come from your own experience.
Examples can be taken from:
- Employment
- Work experience
- Volunteering
- Hobbies
- Other relevant activities
Applicants should focus on what they personally did and the results achieved.
Anonymised Recruitment
DWP operates an anonymised recruitment process.
Applicants should remove identifying personal information such as:
- Name
- Contact details
- Other personal information that could identify the applicant
Failure to follow the anonymisation requirements may result in an application being withdrawn.
Stage 2 – Situational Judgement Test
Applicants who submit an application will receive an invitation to complete an online Situational Judgement Test (SJT).
The test contains multiple-choice scenarios designed to assess how candidates naturally respond to workplace situations.
Candidates should allow approximately 30–45 minutes to complete the assessment.
The test must be completed before the deadline stated in the invitation.
Sift
Candidates who achieve the required test score may progress to the next stage.
Depending on the number of applications, DWP may progress candidates directly to interview without assessing all written application evidence.
Interview
Successful candidates will be invited to complete a pre-recorded video interview.
Candidates will normally have five days to complete the interview after receiving the invitation.
The interview will assess three Civil Service behaviours:
- Communicating and Influencing
- Managing a Quality Service
- Making Effective Decisions
All examples provided during the recruitment process must be based on the candidate’s own experience.
Civil Service Behaviours
Candidates should prepare examples demonstrating:
Making Effective Decisions
Show how you gather relevant information, consider available evidence, evaluate options and make sound decisions.
Managing a Quality Service
Demonstrate how you deliver reliable, accurate and customer-focused services while meeting required standards.
Communicating and Influencing
Show your ability to communicate clearly, listen effectively and adapt your communication to different audiences.
Artificial Intelligence and Applications
DWP allows candidates to use AI tools to support their applications, but all examples and statements must be truthful and based on the applicant’s own experience.
Candidates must not present AI-generated examples or other people’s experiences as their own.
Applications may be withdrawn where plagiarism or misrepresentation is identified.
Security Checks
Successful candidates will be required to undergo appropriate pre-employment checks.
These may include:
- Basic criminal record checks
- Baseline Personnel Security Standard (BPSS) checks
- Internal Fraud Database checks where applicable
Important Application Information
The vacancy may close early if a high number of applications are received.
Applicants are therefore encouraged to apply before the closing date rather than waiting until the final day.
Closing date: 12 August 2026 at 11:55 PM
Job Summary
| Job Detail | Information |
|---|---|
| Job Title | Universal Credit Decision Maker – Executive Officer |
| Department | Department for Work and Pensions |
| Reference | 473687 |
| Grade | Executive Officer (EO) |
| Salary | £32,137 |
| Contract | Permanent |
| Vacancies | 272 |
| Working Pattern | Full-time, Part-time, Job Share, Flexible |
| Locations | Birmingham, Handsworth, Barnsley, Birkenhead, Bristol, Glasgow, Inverness, Lowestoft, Middlesbrough, Norwich, Pontypridd, Sheffield, Worthing |
| Hybrid Working | Potentially available after training |
| Training | 13 weeks office-based |
| Visa Sponsorship | Not currently available for new Skilled Worker applicants |
| Right to Work | UK right to work required |
| Closing Date | 12 August 2026, 11:55 PM |
Who Should Apply?
This position may be suitable for candidates with experience in:
- Customer service
- Administration
- Public service
- Contact centres
- Case management
- Benefits administration
- Decision making
- Complaints handling
- Call centre operations
- Customer support
- Administrative roles
- Government services
You do not necessarily need previous DWP experience, but you must be able to demonstrate the communication, judgement, organisation and customer-focused skills required for the position.
How to Apply
Interested candidates should review the full job requirements and submit their application through the official recruitment process before the deadline.
Application deadline: 12 August 2026 at 11:55 PM
Important: Check the location, right-to-work requirements, mandatory training arrangements and hybrid-working conditions before applying.
Final Reminder
This is a major DWP recruitment campaign with 272 permanent Executive Officer vacancies paying £32,137 per year.
The role offers Civil Service pension benefits, annual leave, professional development opportunities and potential hybrid working after training.
However, applicants should note that new Skilled Worker visa sponsorship is not currently available for this vacancy, and successful candidates must be able to work in the UK.
Apply as early as possible because DWP reserves the right to close the vacancy early if application numbers are high.