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Dwp Administrative Officer

4 months ago

Dover, United Kingdom Department for Work and Pensions Full time

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

- 292217**Salary**:

- £22,845- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Administrative Officer**Contract type**:

- Permanent**Business area**:

- DWP**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
- DoverAbout 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.

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 do**
- Demonstrate and build on strong telephony, digital and face to face communication skills with a diverse range of customers and claimants.
- Take ownership and work effectively with colleagues across the service.
- Tailor your approach to accommodate individual circumstances and ensure customers and claimants receive the correct payment amount, at the right time.
- Build positive relationships with customers and claimants that encourage, motivate and build trust by demonstrating empathy and compassion.
- Handle sensitive and challenging situations with all customers and claimants in a positive way.
- Be aware of DWP policy and its impact on cases.
- Make decisions by examining the available facts and giving explanations to customers and claimants as required.
- Take ownership of personal development by accessing digital learning and communications tools.

**Person specification**:
**(Key Criteria)**

**To be successful in this role you will need to**
- Be competent in delivering a quality service to a diverse customer and claimant base.
- Undertake self-serve learning to meet 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 quality of service delivery.
- Take ownership of complaints and support their resolution.
- Be able to provide support where appropriate to customers and 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**:

- Alongside your salary of £22,845, Department for Work and Pensions contributes £6,168 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.- Generous annual leave, plus bank holidays
- Flexible working patterns available
- Competitive maternity, paternity, and parental leave
- Civil service pension
- Employee Assistance with emphasis on wellbeing
- Career and Personal Development through Operational Delivery Profession
- 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, Strengths and Experience.**Some need-to-know information.**

**Selection process details**

We'll assess you at **Level 1** against CS behaviours during the selection process:
**Stages for applying**

**Stage 2** - If eligible, you will be invited to complete The Customer Service Skills Test

**Stage 3** - If you successfully pass the test, you will be invited to complete a personal statement of 250 words.

**Customer Service Skills Test**

**Personal Statement**

**Stage 4 - The interview process**:
This will consist of six questions, three Behaviours and three Strength based questions which will last approximately 30 to 45 minutes. Further details regarding the process will be included in the invite to interview.

Proposed Sift and interview dates:
Sift Period -27 June 2023 - 7 July 2023

Interviews - 10 July 2023 - 21 July 2023

**Further information**:

- If you accept an offer of a post, you will be expected to withdraw from any other live campaigns you have applied for, with DWP, at this grade.
- If you are offered the role you applied for, in a location you have expressed a preference for, and you decline the offer or are unable to take up post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances*.
- If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list.

**Security Information**

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

New entrants are expected to