Administrative Officer – DWP Basildon

Contents

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

Basildon

About the job

Job summary

Are you looking to enhance or gain experience in both Customer Service and Administration?

Do you enjoy helping others? 

If so, we would like to hear from you.

As part of the DWP Operational Delivery you will be at the heart of DWP’s front line operations helping to change people lives in our communities from around the 20 million plus customer base.

Job description

The role will involve a variety of activities which may include:

• Demonstrating strong telephony and digital communication skills with a diverse range of claimants.
• Developing your face-to-face customer interaction skills.
• Taking ownership and working effectively with colleagues across the DWP organisation.
• Tailoring your approach to accommodate individual circumstances and ensuring claimants receive the correct information or payment amount at the right time.
• Building positive relationships with claimants, that encourage, motivate and build trust, by demonstrating empathy and compassion.
• Handling sensitive and challenging situations with all claimants in a positive way.
• Following DWP policy and understand the impact on your work.
• Making decisions by examining the available facts and giving explanations to claimants as required.
• Taking ownership of your personal development by accessing digital learning and communications tools.

Person specification

To be successful in this role you will need:

• To be competent in delivering a quality service to a diverse claimant base via face to face and telephony interactions.
• To undertake self-serve learning to meet requirements of the role and enhance your digital confidence.
• The ability to work flexibly to meet changing priorities, managing a diverse workload.
• Be able to confidently tailor the service to meet the needs of the individual.
• To act on feedback to enhance quality of service delivery.
• To take ownership of complaints and supports their resolution.
• To be able to provide support where appropriate to claimants who require assistance

Behaviours

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

• Managing a Quality Service
• Communicating and Influencing
• Making Effective Decisions

We only ask for evidence of these behaviours on your application form:

• Managing a Quality Service

Benefits

Alongside your salary of £27,215, Department for Work and Pensions contributes £7,884 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 (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.

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.

Contact point for applicants

Job contact :

• Name : Tina Hill
• Email : tina.hill1@dwp.gov.uk

Recruitment team

• Email : dwprecruitment.grs@cabinetoffice.gov.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DWP by email: HR.BUSINESSASSURANCE@DWP.GOV.UK.

If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Click here to visit the Civil Service Commission.

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