Administrative Officer Taunton
7 months ago
**Details**:
**Reference number**:
- 348444**Salary**:
- £25,082**Job grade**:
- Administrative Officer**Contract type**:
- Permanent**Business area**:
- DWP - Service Excellence - Counter Fraud, Compliance and Debt - Case Preparation and Administration**Type of role**:
- Administration / Corporate Support**Working pattern**:
- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:
- 20Contents
Location
About the job
**Benefits**:
Things you need to know
Location
- TauntonAbout the job
**Job summary**:
**Are you looking to enhance or gain experience in both Customer Service and Administration?**
**Are you an excellent communicator who enjoys helping customers? If so, we would like to hear from you.**
As part of the Counter Fraud, Compliance and Debt Directorate (CFCD) 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.
We have varied, exciting and challenging roles available within CFCD. Our aim is to help and protect those most vulnerable in our society, drive down the level of fraud, error and debt within the benefit system, and to protect the public purse.
As a CFCD Administrative Officer your primary role will be handling contact from customers effectively and efficiently, providing a high standard of service by telephone, face to face and via correspondence.
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 will be listening to customers and agreeing suitable solutions - 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.**
**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.
- Take ownership and work effectively with colleagues across the service.
- Build positive relationships with customers that encourage, motivate and build trust by demonstrating empathy and compassion.
- Handle sensitive and challenging situations with all customers in a positive way.
- Dealing effectively and professionally with enquiries from customers and organisations.
- Communicating clearly and concisely, respecting diversity at all times.
- Tailor your approach to accommodate individual circumstances and ensure customers receive the correct payment amount, at the right time.
- Be aware of DWP/CFCD policy and its impact on cases.
- Make decisions by examining the available facts and giving explanations to customers as required.
- Ensuring information and data is recorded accurately and that case records are up to date.
- Take ownership of personal development by accessing digital learning and communications tools.
**As a CFCD Administrative 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**:
**To be successful in this role you will need to be able to demonstrate the following**:
- Be competent in delivering a quality service to a diverse customer base.
- Demonstrate effective communication skills treating colleagues and customers with respect and taking personal responsibility for customer service.
- Possess the ability to work both autonomously and as part of a team to achieve goals. Pre-empt or proactively address any potential issues that may arise, displaying integrity and support for others.
- Be able to work flexibly to meet changing priorities, managing a varied 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 who require assistance.
- 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. Undertake learning to meet requirements of the role and enhance your digital confidence**.**
**Behaviours**:
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Communicating and Influencing
- Making Effective Decisions
**Benefits**:
With great benefits including:
- Generous annual leave - 23 da
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