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Apprentice IT Service Manager

Department for Work and Pensions • Newcastle upon Tyne, England, United Kingdom • £32.14k / year • 3d ago

Details

Reference number

432756

Salary

£32,137

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Executive Officer

Contract type

Permanent
Apprenticeship

Business area

DWP - Digital

Type of role

Digital
Information Technology

Working pattern

Flexible working, Full-time, Part-time

Number of jobs available

Location
About the job
Benefits
Things you need to know
Apply and further information

Location

These roles are based in the following locations: Blackpool, Manchester and Newcastle-upon-Tyne.

Please find further information on the Corporate hub locations here.

Please note that for candidates requesting to work in Newcastle, this role will be based at Benton Park View from September 2025, and then at 1 Pilgrim Place in Newcastle city centre by the end of 2027.

About the job

Job summary

Do you have an appetite for learning?

Do you want to apply and further develop your IT technical skills in an organisation that makes a difference to UK citizens lives?

Do you want to work in an exciting and highly motivated team, where no two days are the same and where you can help and support the reliability of live services within our IT applications?

If so, we want to hear from you!

DWP Digital build and maintain user-friendly digital services that enable millions of people to access the help, advice and financial support they need.

Whether our users need to claim benefit, get help finding a job, or understand their State Pension, were the team designing, developing and delivering the world-class digital services they need.

This is an exciting opportunity to earn as you learn and get hands on practice while you study towards a Level 3 qualification. Youll receive formal learning to develop crucial skills, knowledge and behaviours for your career and be part of a great team. If you wish to find out more about the Digital Support Technician Apprenticeship, please click here

As well as being given 20% off the job training to allow you to complete your apprenticeship within your working hours, youll be supported by your line manager, skills coach and the service management community, as well as fellow apprentices on the programme, so you will have plenty of sources of encouragement to help you succeed. Theres a lot to learn and do, so you need to be ready to be proactive, work hard and participate in the many opportunities youll be given to showcase your skills.

As part of the role, some travel to the other digital hubs may be required.

Job description

Universal Credit - Working Age Services Product Support Team (This role will be based at the Newcastle Hub)

As part of the Universal Credit Product Support team in Digital Working Age Services, youll manage incidents, support users with claim issues, service and process challenges, and policy queries. You will be operating as part of a multi-functional team across multiple services, and you will have the opportunity to gain exposure to a broad range of support functions.

IT Service Operations, Service Design and Transition team (This role will be based at either the Blackpool or Manchester Hub)

IT Service Design and Transition act as the gateway for IT Operations when introducing new/enhanced IT Services onto the DWP estate. Positioned within Service Design, you will learn what it takes to ensure that services have the right design principles, making them supportable, reliable and provide value to the department.
You will support in triaging demand into the team, learn the importance of stakeholder engagement and support in ensuring best practice standards are built into IT Service Design processes.
You will also work closely with the wider Service Transition team as demand flows from Design into Transition.

About the Apprenticeship.

To be eligible for this appointment and the apprenticeship funding, there are a number of eligibility criteria set out by the Education and Skills Funding Agency (ESFA).

Full details can be found at Apprenticeship funding rules - GOV.UK. Candidates should ensure that they can meet these before applying. Some key points are listed below:

Have the right to live and work in the UK valid for the full 18-month duration of the apprenticeship and associated learning journey.
Must have lived in the UK and/or EEA for 3 years prior to apprenticeship start date or hold some form of exemption see Education and Skills Funding Agency (ESFA) funding rules Annex A. Apprenticeship funding rules 2024 to 2025
Not be in full-time education or be already undertaking another apprenticeship by the apprenticeship start date.
If you are 16 or 17 you are required to stay in full-time education or training until you are 18 commencing this apprenticeship will allow you to meet this requirement.
You must hold GCSEs in Maths and English at Grade C/4 or above or completed and passed a functional skills test at level 2.
You must not hold an existing qualification at the same or higher level in a similar subject to the apprenticeship. Eligibility will be confirmed by our nominated training provider.
You must not already have significant previous work experience covering the knowledge, skills and behaviours demonstrated in the apprenticeship standard identified above. If you have already worked in a similar field, you should consider applying for other vacancies that do not require you to complete the apprenticeship, as too much relevant experience will make you ineligible and we would need to withdraw the offer in these circumstances.

Please list all your qualifications in the qualification section.

Failure to meet any of the eligibility criteria or not listing your qualifications may result in you being withdrawn.

We expect the apprenticeship position to start from January 2026. Please ensure that you are available for this date.

Learning and development

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 are required to complete 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 will be required to undertake a work-based qualification; your failure to participate fully in the professional programme, once appointed, will be a breach of your employment contract.

If DWP decides that it is no longer a requirement for you to undertake and attain a work-based qualification, it will release you from this obligation. Any decision to release you from this obligation will not be a breach of contract by DWP.

Learning Requirements

The DWP is committed to investing in people and developing a professional workforce.

During your apprenticeship you will be asked to produce a portfolio of work demonstrating your learning and use of different techniques.

The Digital Support Technician Apprenticeship is expected to take up to 15 months to complete, however the full learning journey for this role will take up to 18 months. You will be given time out from your role to work on your apprenticeship. You must be committed to seeing through the apprenticeship and completing the qualification within the appropriate time period.

You will be supported by your line manager, skills coach, fellow apprentices, DWP Apprenticeship Team and colleagues. You will have access to a variety of sources of encouragement to help you succeed. There is a lot to learn and do, so you need to be proactive, work hard and participate in the many opportunities you will be given to showcase your skills.

Please Note - Successful appointments to this role will be subject to completion of the apprenticeship programme. Failure to comply or failure to achieve the required apprenticeship may be dealt with under disciplinary or poor performance procedures and may lead to termination of the employment contract or exceptionally, redeployment into another DWP role.

Please note - If you are applying on a part-time basis, you are required to do a minimum of 30 hours per week as this role combines work and studies.

Person specification

See selection process for further details. For further information please contact Nehaal.chauhan@dwp.gov.uk

Behaviours

We'll assess you against these behaviours during the selection process:

Making Effective Decisions
Communicating and Influencing
Working Together
Managing a Quality Service

Benefits

Alongside your salary of £32,137, Department for Work and Pensions contributes £9,310 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

We also 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 (prorata 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 years 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 Womens Network, National Race Network, National Disability Network (THRIVE) and many more.

This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

Salary Information.

The salary for this role is £32,137.

Existing Civil Servants who secure a new role on lateral transfer will maintain their current salary.

Existing Civil Servants who gain promotion will either move to the bottom of the grade pay scale or get a 10% increase to their current salary whichever would be the greater. New entrants to the Civil Service will join on band minimum.

Things you need to know

Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours and Experience.

Stage 1: Application

Your application will consist of four parts.

1. A Personal Details application form.

2. Civil Service Numerical Test

After submission of the first stage of your application you will be invited to complete the Civil Service Numerical Test. If you successfully pass this test, you will be invited to complete the final stages of the application.

Please complete the online tests as soon as possible (within 24-48 hours is recommended). The closing date for a fully completed application is Monday 20th October at 23:55hrs. Please allow sufficient time to complete the online test and your full written application before the deadline. If you fail to complete the online test and full written application before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The test is administered online and accessed via the CS Jobs website.

Following successful completion of the test, you will then be asked to complete:

3. Your employment history detailing your responsibilities, skills, accomplishments, plus your qualifications and relevant training. Please copy this information into the box field provided.

4. Behavioural statements (up to 250 words each). These include:

Lead Behaviour- Making Effective Decisions
Communicating and Influencing
Managing a Quality Service
Working Together

The sift panel will use the information in your employment history and behavioural statements to assess your experience, skills and knowledge for this role.

An initial sift will be conducted using the lead behavioural statement stated above. Candidates who pass the initial sift will progress to a full sift.

For Hints and Tips on completing your application visit Applying for jobs at DWP Digital.

Applications will be sifted at regular intervals from the date the posts are advertised. Please apply as soon as you can, do not wait until the end of the campaign.

Important information

You will be asked to complete your employment history. Any information that you would customarily share on a CV should therefore be entered onto the application form.
Personal details that could be used to identify you including your name, contact details and address must be removed for your application to be considered.
If your employment history, behavioural statement contains any personal details your application will be withdrawn.
Artificial Intelligence can be a useful tool to support your application; however, all examples and statements provided must be truthful, factually accurate, and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own), applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use. A candidates guide to artificial intelligence (AI) in recruitment.

Stage 2: Apprenticeship Eligibility and Skills Check

Apprenticeship Eligibility and Skills Check What You Need to Know

If you are successful at sift your details will be sent to our external apprenticeship provider Estio for eligibility checks.

Our Provider Estio will then contact you by email. You will need to complete the following checks:

Provide proof of your qualifications
Show you are eligible for the apprenticeship
Complete a Skills Scan

It is very important that you promptly reply to any emails from our provider. If you do not respond or if you do not meet all eligibility requirements you will not be progressed to interview stage.

The provider will need a maximum of 2 weeks for the checks.

Stage 3: Interview

If youre successful at sift stage you will be invited to a video interview via Microsoft Teams. There, you will be assessed against the Behaviours listed above.

Interviews will take place from late November 2025. Interview dates to be confirmed.

Other information:

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.

All successful candidates and those placed on reserve will be posted in merit list order by location.

Please note that these vacancies are not currently eligible for new applications for Visa Sponsorship on the Skilled Worker route, for any candidates who do not currently have permission to be in the UK as a Skilled Worker where they were sponsored before 4 April 2024, 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.

*********GRS to insert Reasonable Adjustment Wording***********

For further information on reasonable adjustments, terms and conditions and how we recruit visit the How we recruit page.

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)
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

Working for the Civil Service

The Civil Service Code 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 .

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 and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans 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.