DWP Disability Services Case Manager / Dispute Resolution Decision Maker – 234 Jobs
The Department for Work and Pensions (DWP) is recruiting for 234 permanent Executive Officer (EO) positions across Disability Services and Dispute Resolution Services.
The roles involve customer case management, telephone-based communication, evidence gathering and decision-making for customers using DWP disability-related services.
Salary: £32,137 per year
Grade: Executive Officer (EO National)
Contract: Permanent
Vacancies: 234
Working pattern: Full-time, part-time and flexible working
Locations: Belle Vale, Bootle Redgrave Court and Treforest, Ty Taf
Employer: Department for Work and Pensions
Closing date: 11:55 pm, Thursday 1 October 2026
Reference: 481254 / Ref: 776
About the Role
DWP is recruiting Executive Officers to work within Disability Services and Dispute Resolution Services.
Both areas are focused on decision-making and supporting customers across a range of disability-related services, including:
- Personal Independence Payment (PIP)
- Access to Work
- Disability Living Allowance (DLA)
- Industrial Injuries Disablement Benefit
These are telephony-focused roles. Successful candidates will regularly communicate with customers and their representatives through inbound and outbound telephone calls.
You will be expected to understand complex information, ask effective questions, gather evidence and make informed decisions while providing clear and respectful customer service.
Key Responsibilities
Depending on the service you join, your duties may include:
- Managing customer cases from start to finish where possible.
- Handling a high volume of inbound and outbound telephone calls.
- Speaking with customers and their representatives to gather information and resolve issues.
- Using active listening, questioning and communication skills to understand customer circumstances.
- Gathering and assessing relevant evidence.
- Checking legislation, guidance and policy when making decisions.
- Making fair, accurate and timely decisions.
- Explaining decisions and next steps clearly to customers.
- Maintaining accurate records of customer contact, activity and outcomes.
- Protecting personal and departmental information.
- Using computer systems, Microsoft Teams, telephony and other digital platforms.
- Working independently while contributing effectively to a diverse team.
- Taking responsibility for personal development and supporting colleagues where appropriate.
Requirements / Person Specification
DWP is looking for candidates who can demonstrate:
- A positive, customer-focused attitude.
- Clear and concise verbal and written communication skills.
- The ability to communicate effectively by telephone.
- Good listening and empathy skills.
- The ability to identify problems and interpret information.
- Effective questioning and problem-solving skills.
- Sound judgement and objective thinking.
- The ability to work independently.
- A proactive approach to learning and developing new skills.
- Flexibility and adaptability when dealing with different customer circumstances.
The ability to speak Welsh is welcomed.
Civil Service Behaviours
Candidates will be assessed against the following Executive Officer behaviours:
- Managing a Quality Service
- Communicating and Influencing
- Working Together
Salary & Benefits
The salary for these positions is £32,137 per year.
DWP contributes 28.97% of salary towards the Civil Service Defined Benefit Pension Scheme. Based on the advertised salary, the employer contribution is stated as £9,310.08.
Other benefits include:
- At least 23 days’ annual leave on entry, increasing to 30 days with service.
- 9 days of public and privilege leave.
- Flexible working arrangements.
- Job sharing and compressed-hours options, subject to business requirements.
- 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 after one year of continuous service.
- Funded learning and development.
- Industry-recognised qualifications and accreditations.
- Coaching, mentoring and talent development opportunities.
- Access to professional and staff networks.
Working Pattern
The advertised roles offer full-time, part-time and flexible working, subject to business requirements.
DWP contracts are based on a 42-hour week, although employees in these roles will normally work 37 hours per week.
Working hours may fall between:
- 7:45 am and 8:00 pm, Monday to Friday
- 8:45 am and 5:00 pm on Saturdays
The exact working pattern will be discussed and agreed after appointment, based on business requirements.
Hybrid Working
The role may be suitable for hybrid working after the required training and consolidation periods.
Hybrid working is voluntary and non-contractual, with the DWP office remaining the contractual place of work.
Where hybrid working is approved, employees will normally be required to spend at least 60% of their contracted hours in the DWP office.
New recruits must work full-time on site during training and consolidation.
Part-time and job-share employees may also be required to work full-time during these periods before returning to their agreed working pattern.
Locations
The advertised locations are:
- Liverpool Belle Vale
- Bootle Redgrave Court
- Treforest, Ty Taf
Candidates can select up to three location preferences but should only choose locations they are prepared to travel to or relocate to at their own expense.
Candidates selecting Liverpool Belle Vale should note that the role will initially be based there before moving to Bootle Redgrave Court by September 2027.
The vacancy is only available at the advertised locations and cannot be transferred to another DWP vacancy elsewhere in the UK.
The role cannot be performed from overseas.
Visa Sponsorship / Right to Work
Important for international applicants: the advert states that these vacancies are not currently eligible for new applications for Skilled Worker visa sponsorship for candidates who do not already have permission to be in the UK as a Skilled Worker under the circumstances specified in the advert.
The roles are also not included in the published Immigration Salary List.
DWP states that it cannot guarantee sponsorship for any role.
Applicants should therefore check their individual immigration and right-to-work position before applying and seek specialist immigration advice where appropriate.
Training & Development
DWP provides training and development for successful candidates.
Employees may be required to complete a work-based qualification, potentially including an apprenticeship, to develop the professional knowledge and skills required for the role.
The qualification may be completed during working hours.
Application / Selection Process
The recruitment process uses the Civil Service Success Profiles framework and assesses behaviours, strengths and ability.
Stage 1 – Application
Applicants must complete the application form and provide up to 500 words demonstrating the Managing a Quality Service behaviour at Executive Officer level.
Examples can come from employment, volunteering, work experience or other relevant activities.
The recruitment process is anonymised. Applicants should remove personal identifying information such as their name and contact details from their personal statement.
Stage 2 – Situational Judgement Test
Applicants who submit an application will receive an invitation to complete an online Situational Judgement Test.
The test consists of multiple-choice scenarios and should take approximately 30–45 minutes.
Candidates must complete the test before the deadline provided in their invitation.
Depending on application numbers, the pass mark may be adjusted after the test results are reviewed.
Sift
Candidates meeting the required test standard will have their written application evidence assessed.
Depending on the number of applications, DWP may progress successful test candidates directly to interview.
Interview
Successful candidates will be invited to a live interview.
Interviews will be held at:
- Bootle L20 7HS
- Ty Taf CF37 5YN
Candidates may be able to select a preferred interview location but must be prepared to travel to another location if required. Travel costs will not be reimbursed.
The interview will assess:
- Managing a Quality Service
- Communicating and Influencing
- Working Together
Candidates will receive the behaviour questions in advance. Strength-based questions will also be included and will not be shared beforehand.
Application Deadline
The closing date is:
11:55 pm on Thursday 1 October 2026
Applications should be submitted before the deadline.
How to Apply
To apply, use the official DWP recruitment website linked from the vacancy.
Applicants should ensure that all examples used in their application are based on their own experience and written accurately in their own words.
DWP states that inappropriate use of AI-generated or copied material may result in an application being withdrawn.
Important Right-to-Work Information
This vacancy is broadly open to eligible UK nationals, Irish nationals, certain Commonwealth nationals with the right to work in the UK, eligible EU/EEA/Swiss nationals with relevant EU Settlement Scheme status, and other categories listed under Civil Service nationality rules.
The position is UK-based only and cannot be performed overseas.
Successful applicants must also undergo the required pre-employment checks, including a basic criminal record check and relevant security checks.
FAQs
Is this a permanent DWP job?
Yes. The advertised positions are permanent Executive Officer roles.
How many vacancies are available?
There are 234 positions available.
What is the salary?
The advertised salary is £32,137 per year.
Can I work part-time?
Part-time and job-share arrangements may be available, subject to business requirements. Successful part-time and job-share candidates may need to work full-time during training and consolidation.
Is hybrid working available?
The role may become suitable for hybrid working after training and consolidation. Employees will normally be required to spend at least 60% of contracted hours in the office where hybrid working is agreed.
Does this job offer Skilled Worker visa sponsorship?
The advert states that the vacancies are not currently eligible for new Skilled Worker sponsorship applications for candidates who do not already hold the specified Skilled Worker permission. DWP also states that sponsorship cannot be guaranteed.
Can I apply from outside the UK?
The vacancy states that the role can only be worked in the UK and not overseas. Applicants must meet the relevant right-to-work and nationality requirements.
What is the closing date?
Applications close at 11:55 pm on Thursday 1 October 2026.
What recruitment tests are involved?
The process includes an application, Situational Judgement Test, sift and interview for candidates who progress through the earlier stages.
Will there be training?
Yes. New recruits will complete training and consolidation, and DWP may require employees to undertake a work-based qualification.
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