Retirement Services Administrative Officer – Motherwell

Contents

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

Motherwell

About the job

Job summary

These are key telephony and benefit processing roles. We are looking for people who have a positive attitude, a desire for public service and want to make a difference, helping to change people’s lives in our communities from around 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.

Selection for appointment to the Civil Service is on merit, on the basis of fair and open competition, as outlined in the Civil Service Commission’s Recruitment Principles here.

Successful candidates will be posted in merit order. 

Dependent on your position on the merit list, DWP may offer you a role at an alternative advertised location. If we are unable to offer you a role in Motherwell, and you are unable to accept a role at an alternative advertised location, we will add you to the reserve list if one is being held.

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 considered. 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.

Please be aware that this role can only be worked in the UK and not overseas. 

Relocation costs will not be reimbursed.

Job description

Provide exemplary customer service to all our customers, primarily through telephony, taking time to explain complex issues.

Use digital channels confidently to process benefit claims, ensuring we deliver the right outcomes for customers, in line with expectations.

Take ownership and work effectively with colleagues across DWP to ensure we provide a quality service for customers.

Tailor your approach to accommodate individual circumstances and ensure customers receive the correct payment amount, at the right time.

Build positive relationships with customers that encourage, motivate, and build trust by demonstrating empathy and compassion.

Handle sensitive, and sometimes challenging and difficult situations with all customers in a positive way.

Be aware of DWP policy and its impact on cases.

Make decisions by examining the available facts, adhering to current guidance.

Provide explanations to customers as required.

Take ownership of personal development by accessing digital learning and communication tools

Person specification

Competently use the telephone as this is the primary means of customer contact through a combination of inbound and outbound calls; prior telephony/Contact Centre experience is desirable but not essential. (Lead criteria)

Be competent in delivering a quality service to a diverse and customer base, providing support where appropriate to customers who require assistance.

Undertake self-serve learning to meet the requirements of the role and enhance your digital confidence.

Be able 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.

Act on feedback to enhance the quality-of-service delivery. Take ownership of complaints and support their resolution.

Be able to provide support where appropriate to customers 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

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.

DWP 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 : Lisa Rogers/Yvonne Alderslade
• Email : RSDRecruitment.RetirementServicesRecruitment@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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