Stages for applying
There are 5 stages to the application process:
Stage 1 Complete the eligibility section of the application form.
Stage 2 After submission of the first stage of your application you will be invited to complete a Customer Service Skills Test.
Please complete the online test as soon as possible (within 24-48 hours is recommended).
The closing date for the test, submission of your personal statement and application is 23:55 on 1st September 2026. If you fail to complete all of the stages before the deadline your application will be withdrawn.
Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.
IMPORTANT: After the deadline, we may look at all applicant scores to decide what the tests 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 test - 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.
You will be directed to the Talogy - True Talent Scheduled Maintenance Window Webpage for online tests during an outage.
Our online test supplier will be performing scheduled maintenance between 4pm and Midnight on 30th August 2026, and 4pm to 7pm on 23rd August 2026. You will be unable to access tests during this period.
If you are in the middle of a test when the maintenance begins, your progress will be paused. You will be able to resume your test from where you left off via your application centre once the downtime has ended. Please note that you will not be able to launch any new tests while the system is offline.
Stage 3 If you pass the Customer Service Skills Test you will be invited to complete a personal statement of 750 words.
When completing your personal statement, please read and follow the Written Sift guidance on slide 9 of the candidate pack.
The evidence you provide in your personal statement will be assessed against the skills and experience we require and have listed in the bullet points on this slide.
Your layout is entirely your preference; you may choose narrative, bullets, etc. You may choose to address each criteria separately, however, one narrative example may cover and evidence several key criteria.
You may not be able to meet all the key criteria, but please ensure you evidence: the key personal requirements and what have you done that relates to the requirements.
You dont have to explain the whole process, just what you have done and the skills and experience you have used.
Share with us what makes you suited to this role and why, what you can do and the skills you have that are transferable to the key requirements, and the life experience or passion you have that are linked to this role.
If you fail to submit your Personal Statement before the deadline your application will be withdrawn.
Once you have submitted your application it cannot be amended; only submit your application when you have completely finished and answered all the relevant questions.
Stage 4 The sift:
The sift is scheduled to commence 2nd September 2026.
Depending on the volume of applications received we may by-pass the sift process and invite all candidates who complete the first 3 stages of their application by the deadline to an interview.
In the event of a large number of applications we will use the following essential skills to initially assess your application during the Sift stage.
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People who can confidently use the telephone. This will be your key task, and you will spend most of your day on the telephone receiving inbound and making outbound calls.
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People with strong verbal and written skills, including the ability to communicate detailed information to others clearly so it is easy to understand. (The ability to effectively communicate in English, both verbally and in writing is an essential skill).
Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.
In addition, 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.
Stage 5 - The interview:
Shortlisted candidates who pass the sift will be invited to attend an interview.
Interviews are scheduled to take place week commencing 14th September 2026. They will be live video interviews via MS Teams and will last for approximately 45 minutes.
The interview panel will be a minimum of two people and will assess your Behaviours (listed above) and Strengths.
Further details regarding the process are available in the candidate pack.
Questions will not be shared in advance of the interview on this occasion.
Things to note
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Please note that the proposed sift and interview dates are only indicative at this stage and may be subject to change.
This role may be suitable for hybrid working, which is where you will normally be required to work 60% of your contracted hours from your DWP office. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work.
However, hybrid working options will only be considered after you have successfully completed both the training and consolidation periods. Again, attendance during these phases is mandatory and non-negotiable.
If you have a disability, caring responsibilities, or other circumstances that may affect your ability to meet the minimum office attendance requirement, please discuss this with us using the contact details in this advert
If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable, will be discussed with you prior to you taking up your post.
These vacancies are not currently eligible for Visa Sponsorship on the Skilled Worker route, even if relying on tradeable points (including the new entrant tradeable points option) as they are not included in the published Immigration Salary List. 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.
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.
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:
- Presenting the work, ideas and experience of others as your own
- Copying content or answers from an online or published source that is not your own
Disclosure and Barring Service and Internal Fraud Database Checks
To process applications without delay, we will be sending a Criminal Record Check to 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 Government Recruitment Service of your intention by emailing [email protected] stating the job reference number in the subject heading.
For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email [email protected]
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.
Feedback will only be provided if you attend an interview or assessment.
