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Administrative Officer- Sunderland

2 months ago

Sunderland, United Kingdom Department for Work and Pensions Full time

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 ServiceCommunicating and InfluencingDelivering at Pace

Benefits

Generous annual leave 23 days for Full time new entrants (rising to 25 after 1 year), plus all bank holidaysFlexible working patterns availableCompetitive maternity, paternity, and parental leaveA�with an average employer contribution of 27%Employee Assistance with emphasis on wellbeingCareer and Personal Development through Operational Delivery ProfessionEmployee discount schemes