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Universal Credit Support Officer

3 months ago

London, Greater London, United Kingdom Department for Work and Pensions Full time

Position Overview

The Department for Work and Pensions is seeking Office Administration Specialists to become integral members of our expanding Universal Credit (UC) team.

In this role, you will be essential in delivering crucial services to citizens across the UK. As part of a collaborative team, your focus will be on providing an exceptional customer experience to those we assist.

This position involves engaging with clients who are transitioning to Universal Credit, primarily through phone and email communication. Your efforts will help ensure optimal outcomes for all individuals seeking support.

Your responsibilities will include handling calls and offering advice, education, guidance, and reassurance to clients as they navigate the shift from their current benefits to Universal Credit, alongside managing the associated administrative tasks.

Key Responsibilities:

  • Utilizing your communication skills to assist a diverse clientele by providing guidance on our benefits services through inbound calls and email correspondence.
  • Establishing positive, trust-based relationships with clients, managing sensitive and challenging discussions with empathy and understanding.
  • Making informed decisions based on available information while providing clear explanations to clients to alleviate concerns and ensure they receive accurate guidance.
  • Focusing on delivering the appropriate solutions for each client, ensuring timely and correct payment amounts.
  • Managing cases in collaboration with colleagues across UC and DWP, supporting clients on their journey towards employment.
  • Gaining insights into labor market policies and their implications for clients' conditionality requirements.
  • Taking charge of your professional growth, with access to a variety of digital learning and communication resources.

Candidate Profile:

  • Demonstrated ability to provide high-quality customer service, adapting to meet individual needs.
  • Strong communication skills with a diverse customer base.
  • Flexibility to adapt to changing priorities.

Desirable Skills:
The ability to communicate in Welsh is advantageous.

Behavioral Competencies:

During the selection process, candidates will be evaluated on the following competencies:

  • Managing a Quality Service
  • Communicating and Influencing
  • Making Effective Decisions

Employee Benefits:

  • Generous annual leave policy, starting at 23 days for new full-time employees (increasing to 25 after one year), plus all public holidays.
  • Flexible working arrangements available.
  • Competitive maternity, paternity, and parental leave policies.
  • Comprehensive pension scheme with an average employer contribution of 27%.
  • Employee Assistance Program focused on wellbeing.
  • Opportunities for career and personal development through the Operational Delivery Profession.
  • Access to employee discount schemes.