Administrative Officer- Sunderland

Contents

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

Sunderland

About the job

Job summary

DWP is hiring Administrative Officers to join our growing Universal Credit (UC) team.

You will play an important role in helping us to deliver vital services to UK Citizens. As part of a supportive team, you’ll help us deliver an excellent customer experience to the people we advise and support.

These jobs are based in our Sunderland Universal Credit Service Centre.

This is a customer contact role, working with claimants who will require support with their Universal Credit claim. Over the phone and via DWP portals, you’ll help us ensure the best outcomes for all our claimants.

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

What you will be doing: 

• Using your communication skills, you’ll support a diverse range of claimants by providing advice and guidance on our benefits services through telephony and via in-house systems.
• Build positive, trust-based relationships with claimants handling sensitive and challenging conversations with empathy, understanding and positivity.
• Responsible for making decisions, based on the available facts, whilst providing explanations to claimants, providing assistance, ensuring they receive accurate advice.
• Focus on providing the right solution for each claimant, ensuring they receive the correct payment amount at the right time.
• Manage cases by working with colleagues across UC and DWP, supporting claimants in their journey towards work.
• Take ownership of your professional development, with a suite of digital learning and communications resources available to you.

Person specification

• Ability to deliver good quality customer service, tailoring the service to meet the needs of the individual.
• Communicate well with a diverse customer base.
• Work flexibly to meet changing priorities.
• Take ownership of complaints and support their resolution.
• 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
• Delivering at Pace

Benefits

• Generous annual leave 23 days for Full time new entrants (rising to 25 after 1 year), plus all bank holidays
• Flexible working patterns available
• Competitive maternity, paternity, and parental leave
• A Civil Service pension with an average employer contribution of 27%
• Employee Assistance with emphasis on wellbeing
• Career and Personal Development through Operational Delivery Profession
• Employee discount schemes

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 : Will Meevens
• Email : Will.Meevens@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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