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Jobcentre Service Delivery Administrative Officer

2 months ago

Cwmbran, United Kingdom Department for Work and Pensions Full time

**Details**:
**Reference number**:

- 282802**Salary**:

- £22,845 - £22,845**Job grade**:

- Administrative Officer**Contract type**:

- Permanent**Business area**:

- DWP - Work and Health Services - Universal Credit**Type of role**:

- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 4Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Pontypridd, Wales, CF37 4SP : Cwmbrân, Wales, NP44 1PLAbout the job

**Job summary**:
Are you looking to enhance or gain experience in both Customer Service and Administration?

Do you enjoy helping others?

If so, we would like to hear from you.

DWP are looking to fill Jobcentre Service Delivery Administrative Officer roles in Universal Credit One Service Directorate. These are key roles and we are looking for people who will help us deliver service improvements and provide an effective service for our customers and 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**:
The Service Delivery Administrative Officers are responsible for helping claimants to create and maintain their online account. They communicate with the claimant through the “Journal” function in their account and also perform face to face evidence gathering. They liaise with Work Coaches and Case Managers to progress cases and resolve queries to provide a seamless service to claimants.

You will support the delivery of an effective service on site by:

- Identifying additional information/evidence required and discrepancies that may suggest risk. Gather/clarify additional information from claimants and advise claimant of any outstanding information still required.
- Providing excellent customer service in a face to face environment, supporting a diverse range of working age customers.
- Dealing efficiently and effectively with a wide range of new claims and changes to Universal Credit and complex customer enquiries using a range of secure computer systems.
- Playing a key role in supporting both the Department’s and the Universal Credit aim that digital will become the primary contact channel for all claimant services
- Working collaboratively and build strong and proactive working relationships with colleagues in all parts of DWP in particular Case Managers in Service Centres.
- Supporting UC claimants, set up their new claim or action changes of circumstances and help claimants get online or resume their online new claim.
- Remaining composed and professional in what can be a challenging environment.

**Person specification**:
**To be successful in this role you will need**:

- ** **To communicate well with a wide range of diverse people and customers to deliver an excellent customer service
- To handle difficult situations, including potential emotional situations, face to face, by phone and/or using digital methods
- To understand and interpret sometimes complex information and provide timely explanations to the claimant

**Preferable skills**:
The ability to speak Welsh would be desirable but not essential.

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Managing a Quality Service
- Communicating and Influencing
- Delivering at Pace
- Managing a Quality Service

**Benefits**:
**With great benefits including**:

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

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Strengths.Successful applicants at the sift stage will be invited to interview.

The interview will consist of three strength and three behaviour based questions based on the three behaviours listed above which will last approximately 30 minutes. Further details regarding the process will be included in the invite to interview.

**Behaviours**

We'll assess you at **Level 1** against these behaviours during the selection process:

- Managing a Quality Service - Sift (if undertaken) / Interview
- Communicating and Influencing - Interview
- Delivering at Pace - Interview

**Who to contact.**

**Proposed Sift and interview dates**:
Sift / Interviews will take place between 10/05/23 to 26/5/23

**Further Information**

A reserve list may be held for a period of 6 months from which further appointments can be made.

New entrants are expected to j