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Administrative Officer

7 months ago

Leeds, United Kingdom Department for Work and Pensions Full time

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

- 325130**Salary**:

- £24,273**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**:

- 12Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Bradford, Halifax, Huddersfield, Keighley, LeedsAbout the job

**Job summary**:

- Ensuring a quality service is delivered in a Jobcentre dealing with customers daily on a face to face basis.
- Demonstrating a flexible approach to undertake a range of tasks to suit the needs of the business.
- Building effective relationships with colleagues and partners, working as one to deliver an excellent customer service.

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

You will be required to
- Provide excellent customer service and demonstrate strong face to face communication skills with a diverse range of claimants, some with very complex needs.
- Offer appropriate support to claimants claiming benefits, encouraging ownership and claimant responsibility for their claim to prepare for how their benefit might change in the future.
- Provide coaching support to claimants, signposting to an appropriate provider if necessary.
- Build positive relationships with claimants that encourage, motivate and build trust by demonstrating empathy.
- Have the ability to handle sensitive and challenging situations with claimants.
- Identify the right actions and interventions to best support UC claimants and refer to the work coach where appropriate.

**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 support 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
- Managing a Quality Service

**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.**Sift stage**:
**Stage 4 - The interview process**:
This will consist of three behaviour based questions based on the three behaviours listed within the advert which will last approximately 30 minutes. Further details regarding the process will be included in the invite to interview.

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 6 months from which further appointments can be made.

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.

**Important**

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

**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.

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 the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)**Working for the Civil Service**:

- The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
- We