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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 Administrative Officers to enhance our expanding Universal Credit (UC) team.

In this pivotal role, you will contribute significantly to providing essential services to citizens across the UK. As a member of a collaborative team, your efforts will ensure a high-quality customer experience for those we assist.

This position involves direct interaction with claimants who are transitioning to Universal Credit, guiding them through the changes in their benefits. You will communicate primarily through calls and emails, ensuring optimal outcomes for all individuals seeking assistance.

Your responsibilities will include managing phone inquiries and offering advice, education, and reassurance to claimants navigating the shift from their current benefits to Universal Credit, along with handling the necessary administrative tasks associated with this transition.

Key Responsibilities:

  • Utilizing your communication expertise, you will assist a diverse clientele by delivering advice and guidance on our benefits services through inbound calls and email correspondence.
  • Fostering positive, trust-based relationships with claimants, you will handle sensitive and challenging discussions with empathy and understanding.
  • Making informed decisions based on available information, you will provide clear explanations to claimants to alleviate anxiety and ensure they receive accurate guidance.
  • Your focus will be on delivering tailored solutions for each claimant, ensuring timely and correct payment amounts.
  • Collaborating with colleagues across UC and DWP, you will manage cases and support claimants in their journey towards employment.
  • We will assist you in developing an understanding of labor market policies and their implications for claimants' requirements.
  • You will have the opportunity to take charge of your professional growth, with access to a range of digital learning and communication resources.

This role may offer the possibility of hybrid working arrangements, allowing for a combination of office and remote work, subject to business needs and individual circumstances.

All successful candidates will undergo comprehensive training for a minimum of five weeks upon starting. Alternative working patterns will not be available during this training period, except in exceptional cases with prior agreement.

For additional information regarding this role, please refer to the candidate pack.

Successful candidates will be expected to remain in their position for a minimum of 18 months before applying for other lateral opportunities within DWP.

Candidate Profile:

  • Proficient in delivering quality customer service, adapting to meet individual needs.
  • Effective communicator with a diverse customer base.
  • Able to work flexibly to accommodate changing priorities.

Assessment Criteria:

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

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

Employee Benefits:

  • Tailored learning and development opportunities
  • Flexible working environment
  • Inclusive and diverse workplace culture
  • Generous employer pension contributions
  • Attractive annual leave package, in addition to bank holidays
  • Competitive parental leave policies
  • Wellbeing-focused Employee Assistance Program
  • Employee discount initiatives