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Service Delivery Officer

1 month ago

Luton, Luton, United Kingdom Going Forward into Employment Full time
About the Team

We are the Department for Work and Pensions, responsible for welfare, pensions, and child maintenance policy. Our team is dedicated to providing excellent service to our customers, and we are looking for a skilled Service Delivery Officer to join our team.

About the Job

As a Service Delivery Officer, you will play a critical role in supporting our customers in Job centres. Your responsibilities will include:

  1. Providing exceptional customer service and face-to-face communication skills to a diverse range of customers.
  2. Coaching customers without an appointment and directing them to appropriate channels.
  3. Encouraging customers to apply online and maintain their claims independently where possible.
  4. Offering support to customers claiming Heritage benefits and encouraging ownership and responsibility for their claim.
  5. Providing coaching support to customers and signposting to an appropriate provider if necessary.
  6. Building positive relationships with customers that encourage, motivate, and build trust.
  7. Handling sensitive and challenging situations with customers.
  8. Identifying the right actions and interventions to best support Universal Credit customers and referring to the work coach where appropriate.
  9. Confidently using digital services and coaching customers to use digital job search methods.
  10. Taking ownership of personal development by accessing digital learning and communications tools.
  11. Working effectively with Job centre, Service Centre, and Benefit Delivery colleagues.
  12. Escalating issues for resolution as necessary while retaining ownership of the situation for the customer.

We are looking for a skilled and motivated individual who is passionate about delivering excellent customer service. If you are a team player with excellent communication skills and a passion for helping others, we would love to hear from you.