Retirement Services Administrative Officer Wrexham

Contents

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

Wrexham JCP & BSC

Ty Maelor

15-17 Grosvenor Road

Wrexham

LL11 1BW

About the job

Job summary

The Retirement Services Directorate is part of the DWP and provides pensions, benefits and retirement information for State Pension age customers in the UK (United Kingdom) and abroad, including processing new claims and maintaining on-going State Pension and Pension Credit claims; Delivering Bereavement Services; Paying Winter Fuel Payments; Paying disability and health benefits; Paying Carers Allowance.

We are looking to fill key telephony and benefit processing roles in Wrexham Service Centre. 

These roles are being advertised due to a temporary increase in work.

Existing civil servants may apply for these Fixed Term Appointments (FTA). If successful, in all cases we will want first to explore taking you on so you can return to your current department at the end of the FTA. You are not required to come on loan. If you wish, you can choose to join DWP as an ordinary fixed term worker. Also, your current department may not agree to a loan. If a transfer on a loan basis cannot be agreed by your home department, you would transfer to DWP on the basis that you would lose your permanent civil service status and become a fixed term worker. However, for the purpose of calculating contractual entitlements and employment rights, your previous and new fixed term service will be combined to give you continuity of employment. For example, if at the end of your FTA your post is declared redundant and you must leave the Civil Service, your combined service will be used to calculate any entitlement you have to redundancy pay.

Therefore, you should be aware that when your FTA at DWP comes to an end, your employment in the Civil Service will end, unless:

• An extension to your FTA position has been agreed by DWP.
• A conversion to permanent status has been agreed by DWP.
• You are successfully redeployed into a suitable alternative post.

Extensions, conversions to permanent status and finding a suitable alternative role cannot be guaranteed at the end of the fixed term. Therefore, you must be aware of the risk associated with your accepting a new FTA contract with DWP, rather than transferring on loan.

These will be office-based roles and you will be required to attend on a full-time basis (37 hours per week) for up to 16 weeks during your training and consolidation. Full training in the benefits system and the department’s computer systems will be provided.

Job description

What you will do:

• 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

Key Criteria for the Role:

• 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. 
• 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 : Yvonne Alderslade
• Email : [email protected]

Recruitment team

• Email : [email protected]

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: [email protected].

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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