Administrative Officers – DWP

Contents

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

Bridgend, Pembroke Dock

About the job

Job summary

DWP are looking to fill Administrative Officer roles in DWP, Work and Health, Working Age.

These are key roles for people who have a positive attitude, a desire for public service and want to make a difference to people’s lives. 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.

We welcome applications from candidates who can: Actively seek to resolve customer queries at the first point of contact where possible and use your brilliant communication skills to handle sometimes complex yet rewarding conversations with customers, some of whom are vulnerable, working in a fast-paced environment. 

This is a customer facing role, working with customers over the phone using DWP systems, you will help us ensure the best outcomes for all our claimants.

You will be taking phone calls and giving advice, explanations, guidance and reassurance to customers through any changes in their circumstances, and doing the administrative work related to these changes.

The Welsh Language is a desirable skill for all vacancies in advertised Wales. 

Job description

Your responsibilities will include, but not be limited to:-

• To competently use the telephone as this is the primary means of customer contact through inbound and outbound calls.
• To help and support our diverse group of customers by delivering a quality service, communicating clearly and effectively, providing accurate information, influencing and negotiating to successfully resolve queries and/or action any changes to their personal circumstances in what can be difficult and sensitive situations.
• Take personal accountability for every customer/stakeholder you have contact with.
• Consider each customer’s case as a whole, making the right decisions at the right time.
• Give clear and explainable reasons for your decisions.
• Be polite and professional, treating customers with respect.
• Adapting your behaviour to meet the needs of our diverse customers. Maintaining clerical and electronic records.
• To listen, be honest, be empathetic and compassionate and always remain composed and professional in what can sometimes be a challenging environment.
• To protect Departmental and our customer’s personal information adhering to all security policies and procedures.
• To ensure that all actions required to maintain the claimant’s digital account are completed promptly and accurately.
• To work on your own and collaboratively, effectively, and flexibly within a team and contribute towards team expectations.
• Take responsibility for your own development to improve competency and skills, supporting and coaching others to do the same.
• Use a range of computer systems, telephony, and digital platforms.at the same time.

Person specification

Key Criteria

To be successful you will need:

• A can-do attitude to deliver and do the right thing for the customer.
• Able to use the telephone as this is how we communicate with customers.
• An ability to communicate with colleagues and customers clearly and concisely verbally and in writing to achieve the right result.
• An ability to identify problems; collate and interpret information – ask the right questions, problem solve.
• A good listener that is able to express empathy at the right time.
• Can demonstrate sound judgement and objective thinking.
• Must be able to navigate a range of computer systems sometimes whilst on a customer call.
• Must have the ability to handle difficult/sensitive situations.
• A consistent learner who is proactive about enhancing and expanding skillsets.
• A team player that can collaborate with colleagues to solve problems or develop new ways of thinking.

Transferable Skills

You gain these from school/university, previous jobs, projects, voluntary work, hobbies and interests.

Could you adapt these skills to become a Case worker? Some examples below:

Do you have previous experience of customer service ?

Are you self-motivated and can motivate others?

Can you develop relationships with a diverse range of people?

Do you have good listening skills?

Behaviours

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

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

Benefits

Alongside your salary of £26,337, Department for Work and Pensions contributes £7,629 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

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 : NOH Recruitment Team
• Email : dwpwanohrecruitmentteam.wanohrecruitmentteam@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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