Payment Services Officer

2 months ago

Sheffield, United Kingdom Department for Work and Pensions Full time

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

- 335617**Salary**:

- £24,273-
**Job grade**:

- Administrative Officer**Contract type**:

- Permanent**Business area**:

- DWP - Finance Group - DWP Finance Group - Payments, Systems and Financial Control - Benefit Payment Systems Group**Type of role**:

- Corporate Finance
- Finance**Working pattern**:

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

- 8Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Sheffield - Hartshead Square, South Yorkshire, S1 2FD.About the job

**Job summary**:
Ensuring benefits reach those who need it most.

**That’s our purpose.**

A career at the Department for Work and Pensions serves a wider purpose. From the first day on the job to the transition into retirement, our people support those who need help most. This is important work, and we ensure our people are given the tools they need to succeed in a place where everyone belongs and can be at their best. For a career packed with possibility, a comprehensive benefits package, where we live by our values and have the opportunity to improve the lives of people across the UK, look no further.

Benefit Payment Systems Group (BPSG) specialise in pre and post payment resolution, including resolving issues and exceptions for bank payments, third party deductions, control of payment files and other complications arising from the payment process. Our customers include DWP, Other Government Departments, Banks, Building Societies, and the general public.

The post holder will work within an EO led Operational team specialising in the prompt resolution of pre and post payment issues and exceptions. This will involve investigations and making updates using DWP systems and system reports and dealing effectively with queries. The role will require liaison with DWP colleagues and third parties, e.g. banks, building societies, utility companies and housing associations. The team are multi skilled and resourced flexibly to ensure all business priorities can be met.

Applicants must be able to demonstrate a passion for working flexibly across teams and delivering an excellent Customer Service with the ability to inspire, encourage and influence others to deliver quality outcomes and respond well to change.

**Job description**:

- Repair and process payments that are rejected by banks and building societies.
- Recall payments on behalf of DWP to prevent overpayments.
- Accurately update and amend benefit systems records on instruction from banks, building societies and other financial institutions.
- Resolve Contact Centre telephone enquiries received from internal and external customers and third parties, ensuring all queries are dealt with in line with the required timescales and quality standards.
- To work towards, and contribute to the successful delivery of the Team work plan, objectives, targets and healthy indicators.
- To support the Continuous Improvement team programme to improve processes for the benefit of the Team, claimants and third parties.
- To work in full compliance with the DWP guidance, in particular regarding Human Resources (HR), Security and Information Management policies.

**Working Pattern**

**Person specification**:
Essential Criteria:

- Experience of working on their own initiative as-well as collaboratively as part of a team and quickly developing good working relationships. **(lead criteria)**:

- Ability to deal with wide ranging enquiries and follow through to resolution, along with the ability to develop solutions to address a problem.
- Ability to work flexibly to meet ever changing priorities, managing a diverse workload.
- Excellent communications skills, both oral and written, tailoring all communications to suit the audience.
- Experience of using Microsoft Word, Excel, PowerPoint and a willingness to learn new skills.

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

- Managing a Quality Service
- Delivering at Pace
- Working Together

**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%

**Location**

This role will be located at Sheffield DWP Office, Hartshead Square, Sheffield S1 2DP.

Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed.

**Hybrid Working**

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

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