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Uc Administrative Officer

3 months ago

Dundee, United Kingdom Department for Work and Pensions Full time

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

- 282555**Salary**:

- £22,845**Job grade**:

- Administrative Officer**Contract type**:

- Permanent**Business area**:

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

- Contact Centre
- Operational Delivery**Working pattern**:

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

- 25Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Dundee Service Centre Jack Martin Way, Claverhouse Industrial Park East, Dundee DD4 9FFAbout the job

**Job summary**:
DWP is looking to fill 25 roles in Universal Credit (UC)** **directorate. These are key roles, and we are looking for people who will help us deliver our services.

These roles will be based in Dundee Universal Credit Service Centre.

Certain job roles may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part from home. This is a voluntary, non-contractual arrangement and you will be contracted to your place of work. The number of days anyone will be able to work from home will be determined primarily by business need, however personal circumstances and other relevant circumstances will also be considered.

If you are successful, any opportunity for hybrid working, including whether this is suitable for you will be discussed before taking up post.

**Job description**:
We are looking for people who will help us deliver excellent customer service and make sound decisions.

You will be required to
- Demonstrate strong telephony and digital communication skills with a diverse range of claimants.
- Take ownership and manage cases by engaging across DWP to progress claimants in preparation for their journey towards work.
- Tailor your service to and ensure claimants receive the correct payment amount, at the right time.
- Build positive relationships with claimants that encourage, motivate and build trust by demonstrating empathy and compassion.
- Handle sensitive and challenging situations with all claimants in a positive way.
- Be aware of labour market policy and its impact on claimant’s conditionality requirements.
- Make decisions by examining the available facts and giving explanations to claimants as required.
- Take ownership of personal development by accessing digital learning and communications tools.
- Work effectively with colleagues across the service.

**Person specification**:

- Be competent in delivering a quality service to a diverse claimant base.****:

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

- Ability 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 quality of service delivery.
- Take ownership of complaints and supports their resolution.
- Be able to provide support where appropriate to claimants 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**:

- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours.Interviews will be based on Civil Service Behaviours, as shown in the advert below.

Sift and Interview dates are to be confirmed.

**Further Information**

Find out more about Working for DWP

A reserve list may be held for a period of 12 months from which further appointments can be made.

**Security Information**

If successful and transferring from another Government Department a criminal record check may be carried out.

New entrants are expected to join on the minimum of the pay band.

**Reasonable Adjustment**

We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.

**Important**

If you hold a level 3 qualification (2 AS levels or equivalent) then please bring your certificates with you to the interview if you have them.

Feedback will only be provided if you attend an interview or assessment.**Security**:
- People working with government assets must complete baseline personnel security standard (opens in new window) checks.**Nationality requirements**:
This job is broadly open to the following groups:

- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA,