HEO ICE Investigator, Office of the Independent Case Examiner

ICE Investigators are responsible for undertaking detailed complaint investigations by considering guidance and procedures relevant to the complaint and analysing complex evidence from both the customer and the business being complained about. Investigators will either agree actions to address the complaint or draft a detailed report of their investigation (including findings and recommendations). They work independently and manage their own caseload; they have no line management responsibility. Investigations can be lengthy and complex, and the role therefore requires focus, determination and strong drafting and analytical skills., + Having regular dialogue with customers and Child Maintenance Service and/or Department for Work and Pensions to gather information to assist an investigation, and to settle complaints at the earliest opportunity.
+ Analysing complex information from customers and CMS and/or DWP and considering guidance and operational procedures to enable robust investigation reports to be produced.
+ Identifying scope to settle complaints at the earliest opportunity.
+ Drafting findings and articulating recommendations to address the complaint raised.
+ Ensuring completeness and accuracy of evidence gathered, as part of an investigation, to reach a fair and balanced conclusion.
+ Drafting high quality closure letters and / or a detailed report of an investigation and proposed conclusions for consideration by the Independent Case Examiner.
+ Attending case conferences with senior leaders and the Independent Case Examiner to present detailed explanations of case events and enabling findings to be reached and appropriate recommendations for redress made.
+ Managing an active caseload of case investigations whilst meeting challenging quality standards and productivity targets., After submission of their initial application, candidates will progress through to the next stage – a written sift of their CV and 1000 word Personal Statement.
As part of the application process you will be asked to complete a CV and personal statement. Your CV will not be scored but will be considered for context against your Personal Statement. Further details around what this will entail are listed on the application form.
Please note that your personal statement (in no more than 1000 words) should be aligned to the Essential Criteria outlined in the Person Specification.
The selection process will assess both what candidates are good at and what they enjoy, to help us assess candidates’ behaviours, strengths and their potential.
All applications will be sifted based on the evidence demonstrated in line with the essential criteria detailed in the Person Specification.
The standards detailed in the Essential Criteria are the minimum expectations for the role and only candidates with the strongest evidence will be invited to interview. In the event of a large number of applications, meeting the pass standard for the lead essential criteria will determine if the other criteria are scored. Candidates will have to meet the standard for all criteria to progress to interview.
Your statement must not exceed 1000 words and you are advised to take advantage of the full word count.
Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to interview.
Interview stage:
Shortlisted candidates will be invited to attend a blended interview (this will be face to face) testing strengths, technical skills and the following behaviours:
Making Effective Decisions (lead)
Leadership
Delivering at Pace
Managing a Quality Service
Sift is planned for week commencing 20th January 2025 and interviews are expected from early February 2025, which will be conducted face to face.
Further Information
Find out more about Working for DWP
A reserve list may be held for a period of 6 months from which further appointments can be made.
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 https://www.childcarechoices.gov.uk
New entrants are expected to join on the minimum of the pay band.
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.
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.
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.
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.
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. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action.
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 /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 Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
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 DWPRecruitment.grs@cabinetoffice.gov.uk 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.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
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.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

+ Experience and skills in complaint handling, investigative casework and/or issue resolution., The successful candidate should be able to demonstrate the following:
+ An ability to manage detailed and in-depth complaint or casework investigations confidently and autonomously, often involving multiple and complex issues, frequently over extensive periods of time. (lead)
+ An ability to work at pace and to prioritise work to ensure full and effective caseload management.
+ Strong well developed analytical skills on complex evidence gathered.
+ The ability to apply judgement in interpreting procedures and policies to establish whether maladministration has occurred.
+ Strong, well developed drafting skills and experience of drafting for senior managers and/or a broad range of stakeholders.
+ Excellent communication and interpersonal skills with internal and external stakeholders, confident to engage with a diverse customer base.
+ A commitment to delivering results in a customer-focused environment and utilising proven customer service skills to deliver these results., + Making Effective Decisions
+ Leadership
+ Delivering at Pace
+ Managing a Quality Service

Alongside your salary of £37,497, Department for Work and Pensions contributes £10,862 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
DWP have a broad benefits package built around your work-life balance which includes:
+ Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
+ Generous annual leave – at least 23 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave.
+ Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
+ Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
+ Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.
+ Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
+ An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.