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Counter Fraud, Compliance and Debt Directorate

4 months ago

Pontypridd, United Kingdom Department for Work and Pensions Full time

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

- 280842**Salary**:

- £22,845**Job grade**:

- Administrative Officer**Contract type**:

- Permanent**Business area**:

- DWP - Service Excellence - Counter Fraud, Compliance and Debt**Type of role**:

- Operational Delivery**Working pattern**:

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

- 24Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- PontypriddAbout the job

**Job summary**:
**Location**

Roles will be based at the following location
- Pontypridd (for Ty Taf)

**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.

We have varied, exciting and challenging roles available within our Counter Fraud and Compliance Directorate (CFCD) team. Our aim is to drive down the level of fraud, error and debt within the benefit system, to protect the public purse, as well as protecting those most vulnerable in our society.

As an Administrative Officer, you will be at the heart of our front-line operations, assisting our customers by providing a high quality, empathetic service. As part of a supportive team, you’ll be listening to customers and keeping them informed - you’ll be able to make a real difference.

**If you want to join somewhere that recognises the importance of work-life balance, where you can learn new skills and progress your career, then CFCD is the place for you.**

**Come and join the CFCD team today**

**Job description**:
**What will you be doing?**
- Providing excellent customer service over the phone, through inbound and outbound telephone calls and via correspondence.
- Dealing effectively and professionally with enquiries from customers and organisations.
- Often acting as the first point of contact for our customers, you will be negotiating the repayment of debt and loans by telephone.
- Communicating clearly and concisely, respecting diversity at all times.
- Ensuring information and data is recorded accurately and that case records are up to date.

**As an Officer you will**:

- Be able to work effectively both alone and within a team - treat colleagues with respect, display integrity, support others and act as a positive role model.
- Have effective communication skills - take personal responsibility for providing outstanding customer service.
- Be willing to learn - you will receive high-quality, tailored training in DWP’s digital systems, policies, and procedures.
- Be adaptable - have a positive and flexible attitude, able to be proactive and problem solve.
- Have good attention to detail.

**Person specification**:
**We are looking for a person who**:

- Demonstrates effective communication skills treating colleagues and customers with respect and taking personal responsibility for customer service
- Works collaboratively and effectively within a team
- Is able to comply with policy and procedures, take responsibility for security and data storage, use all relevant digital platforms and build personal capability where necessary.
- Is able to work diligently to achieve a minimum expected performance as directed by the Team Leader.
- Has a desire to showcase public service at its best.
- Demonstrates a positive and flexible attitude in order to achieve outcomes in a fast changing environment.
- Displays integrity and support for others, acting as a positive role model for their team and colleagues.
- Possesses the ability to work both autonomously and as part of a team to achieve goals, pre-empting or proactively addressing any potential issues that may arise.
- Has a willingness to learn how to deliver a DWP service using digital methods. Consistently communicate well to inspire others and achieve results.

**Desirable Criteria**:

- The ability to speak Welsh

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

- Managing a Quality Service
- Working Together
- Communicating and Influencing

**Benefits**:
**Benefits including**:

- Generous annual leave - 23 days on entry, increasing up to 30 days over time (pro-rata for part time employees), plus bank holidays and one day of leave for the King’s Birthday. The exact number of days of annual leave will be determined by any current years of service.
- Competitive maternity, paternity and parental leave we also recognise the importance of a good work-life balance and offer flexible working and a family friendly approach to work.
- Training and apprenticeships and up to 5 days’ personal development & learning allowance
- Flexible/hybrid working
- Employee discount schemes
- Free wellbeing support
- Opportunities to make a real difference through joining forums, initiatives & charities
- Interest free travel loans
- Vodafone advantage discount scheme

Highly sought after civil service pension Your pension is a valuable part of your total reward package where:

- T