Christopher Williams

I am responsible for the investigation, verification and repair of Universal Credit cases that are suspected of being fraudulent. I manage up to twenty cases at once from start to completion. I work collaboratively and flexibly within a team of fraud officers, contributing to team goals and expectations. Additionally, I promote fraud awareness both within the DWP and among external business partners.

Skills and Responsibilities

• Conducting comprehensive and challenging interviews with customers, either by phone or in person, pursuing all reasonable lines of inquiry.
• Gather, verify, and assess information and evidence
• write detailed reports of findings for submission to Decision Makers to support accurate benefit reassessment and overpayment calculations.
• Maintain precise records, ensuring sensitive materials were properly redacted and annotated.
• Liaise with various departments and organisations, including Local Authorities, Police, and HMRC, in accordance with existing partnership agreements.
• Request relevant evidence from designated information providers using Authorised Officer powers and the Operational Intelligence Service.
• Make recommendations to Team Leaders regarding the next steps for cases.
• Maintain quality standards by adhering to all DWP policies, procedures, and CFCD operational instructions.

Taking up the position fully in January 2025 after shadowing the previous co-editor since February 2024. as one of two editors I am responsible for planning, and editing the journal’s content. this involves extensive collaboration with the other Co-Editor, Book Reviews Editor and Expert Advisors.

Skills and Responsibilities:

• Manage the editing and production process from receipt of article through to post-publication, including establishing a timetable.
• Liaise professionally and promptly with all parties – authors, peer reviewers, designers and printers – to produce a high quality journal.
• Manage the administration (e.g. confirming that authors have secured image permissions, provision of copies to copyright libraries) effectively.
• Control costs and keep the journal project within a specified budget as set by the council.
• Keep the Council and membership advised via a report to each Council meeting and an annual report to the AGM.
• Actively engage with the Expert Advisers on the progress of the journal and ideas for editorial development.
• Actively source content by identifying and approaching potential authors.
• Manage the biennial essay competition (as long as the Council decides it should be continued).

Working for the Rapid Response Team at Dorset Council, currently Ukraine Response. Managing cases where guests need to relocate from their original Homes for Ukraine sponsorship, with a particular focus on cases involving safeguarding issues or irreparable breakdowns of the relationship between guests and sponsor.

Skills and responsibilities:

• Managing multiple, complex, time sensitive refugee cases with competing priorities. Delivering successful outcomes for these cases at pace
• Identifying needs of clients and providing tailored advice after assessing options available, whilst also managing expectations
• Working independently, as part of a team and collaborating cross-departmentally
• Aiding in the design of process flow charts for the management of cases, including support around the development of case management systems
• Liaising and collaborating with counterparts in other councils, collaborating to achieve positive outcomes for refugees and host families
• Liaising with colleagues up to Director level, providing updates, presenting at weekly meetings and assisting the council’s response to cases
• Maintaining relationships with senior colleagues, staff in other departments, community groups, host families and refugees. This includes face-to-face meetings with clients
• Manage and update spreadsheets by collecting and consolidating information
• Delegating tasks to junior colleagues
• Successfully adapting to an evolving role; the scheme is novel and it requires an ability to be flexible and work in an environment where priorities change according to demand

Awards

• Winner - Contact Centre of the Year (Medium) - South West Contact Centre Awards 2023
• Winner - Best Customer Engagement - South West Contact Centre Awards 2023