Counter Fraud, Compliance and Debt Directorate

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

- 257721**Salary**:

- £21,688**Job grade**:

- Administrative Officer**Contract type**:

- Permanent**Business area**:

- DWP - Service Excellence - Counter Fraud, Compliance and Debt**Type of role**:

- Operational Delivery**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
- BradfordAbout the job

**Job summary**:
**Why work here?***

**Are you looking to enhance or gain experience in both Customer Service and Administration? Do you enjoy helping others? **If so, we would like to hear from you.

We have varied, exciting and challenging roles available within our Counter Fraud and Compliance Directorate (CFCD) team. Our aim is to drive down the level of fraud, error and debt within the benefit system, to protect the public purse, as well as protecting those most vulnerable in our society.

As an AO Administrator, 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’ll 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.**

**Come and join the CFCD team today**

**Job description**:

- Dealing with and managing the recovery of debt and loans by telephone, and will often be the first point of contact with our customers.
- Delivering an excellent customer service through handling a range of customer enquiries by telephone and correspondence.
- Negotiating repayment of debt and loans by telephone contact with customers.
- Processing work across the business and dealing effectively and professionally with enquiries from customers, internal and external organisations whilst ensuring compliance with process and attention to detail.
- Utilising different IT platforms to support the activity and the accurate recording of information. Keeping case records accurate and up to date, ensuring all actions taken have been recorded on the appropriate IT systems.
- Understanding and achieving personal productivity expectations and ensuring standard processes and guidance is adhered to all times.
- Ensuring awareness and compliance of all aspects of security and data protection are adhered to. Communicating clearly and concisely to a wide range of customers respecting diversity at all times whilst taking personal responsibility for their experience of our service.
- Complying with all relevant policy and procedure regarding DWP Standards of Behaviour.

**Person specification**:
**We are looking for a person who**:

- Is 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.
- Works collaboratively and effectively within a team.
- Demonstrates effective communication skills treating colleagues with respect and taking personal responsibility for customer service.
- Is able to work diligently to achieve a minimum expected performance as directed by the Team Leader.
- Has a desire to showcase public service at its best.
- Demonstrates a positive and flexible attitude in order to achieve outcomes in a fast changing environment
- Displays integrity and support for others, acting as a positive role model for their team and colleagues.
- Possesses the ability to work both autonomously and as part of a team to achieve goals, pre-empting or proactively addressing any potential issues that may arise.
- Has a willingness to learn how to deliver a DWP service using digital methods. Consistently communicate well to inspire others and achieve results.

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

- Managing a Quality Service
- Working Together
- Communicating and Influencing

**Benefits**:
**With great benefits including**:

- Generous annual leave - 23 days on entry, increasing up to 30 days over time (pro-rata for part time employees), plus bank holidays and one day of leave for the King’s Birthday. The exact number of days of annual leave will be determined by any current years of service.
- Competitive maternity, paternity and parental leave we also recognise the importance of a good work-life balance and offer flexible working and a family friendly approach to work.
- Training and apprenticeships and up to 5 days’ personal development & learning allowance
- Flexible/hybrid working
- Employee discount schemes
- Free wellbeing support
- Opportunities to make a real difference through joining forums, initiatives & charities
- Interest free travel loans
- Vodafone advantage discount scheme
- Highly sought-after civil service pension

Your pension is a valuable part of