How to Apply
Stage 1 - Application Form (Part 1)
Complete the eligibility section of the application form.
Stage 2 - Tests
After submission of the first part of your application you will be invited to complete a Customer Service Skills Test. The Customer Service Skills Test is an online test of your skills and abilities in relation to customer service roles and provides a realistic preview of what is typically involved in such roles in the Civil Service.
The test assesses your skills and abilities in three ways:
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Your ability to manage difficult customers.
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Your judgement and decision-making abilities in relation to a range of scenarios customer service advisors are likely to encounter in the Civil Service.
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Your attention to detail and ability to work quickly and accurately under timed conditions.
If you successfully pass the Customer Service Skills Test you will be invited to complete the Civil Service Work Strengths Test.
This online assessment explores what you naturally enjoy and feel motivated by at work. It looks at how your preferences and behaviours align with the strengths required for the role, such as supporting customers, working as part of a team, and delivering high-quality service.
Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23:55pm on Monday 13th July 2026.
If you fail to complete the online tests and full written application before the deadline your application will be withdrawn. Guidance for the tests will be available when you are invited to take them. The tests are administered online and accessed via the CS Jobs website.
Stage 3 - Application Form (Part 2)
If you successfully pass the 2nd test, you will be invited to complete your application using one behaviour which will comprise of 250 words on:
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Level 1 Managing a Quality Service
In your 250-word statement provide examples of how things you have done in the past and your skills and experience, help you demonstrate the Civil Service Behaviour Managing a Quality Service (Level 1).
We recognise that AI may be helpful when applying for this role, but it is important to use it in the right way. Read our guide on how to make the best use of GenAI while ensuring your application remains authentic and effective. DWP AI Candidate Guide , Civil Service Careers
Depending on application volumes, we may choose to invite all those who pass the 2nd test straight to interview and dispense with the sift stage. We may also raise the benchmark required on the 2nd test score. 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.
Stage 4 Interview
The interviews will be conducted as live video calls. Invitation to interview with Microsoft Teams link will be sent to candidates who reach the final assessment stage.
The interview will last approximately 30 minutes and will consist of three questions based on the behaviours listed below:
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Managing a Quality Service
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Communicating and Influencing
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Making Effective Decisions
Proposed Sift and interview dates:
Sift Period From 14th July 2026 (if required).
Interviews 10th August 2026 to 28th August 2026.
Please note this is subject to change depending on number of successful candidates reaching the final assessment stage.
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.
Reserve List
A reserve list may be held for a period of 3 months from which further appointments can be made.
If you are placed on a reserve list but we cannot immediately offer you a post, please note:
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If you are later 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 the post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances (e.g. a contractual Part Time Working Pattern cannot be accommodated in the initial role offered or in cases of serious ill health).
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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.
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 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 youre 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 and Civil Service Principles
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.
Examples of plagiarism can include:
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Presenting the work, ideas and experience of others as your own
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Copying content or answers from an online or published source that is not your own
Disclosure and Barring Service and Internal Fraud Database Checks
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 [email protected] 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 applicants 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 a current employee and are successful you must be able to be released from your current post within four weeks.
Those on protected TUPE/ COSoP terms and conditions applying on promotion or voluntary permanent level move will adopt DWPs 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.
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 candidates 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.
Feedback
Feedback will only be provided if you attend an interview or assessment.
