Administrative Officer Dwp

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

- 244038**Salary**:

- £21,688**Job grade**:

- Administrative Officer**Contract type**:

- Permanent**Business area**:

- DWP - Work and Health Services - Disability Services and Decision Making**Type of role**:

- Operational Delivery**Working pattern**:

- Full-time, Job share, Part-time**Number of jobs available**:

- 20Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Barnsley S70 2SAAbout the job

**Job summary**:
What are we offering?

DWP are looking to fill Administrative Officer roles in DWP, Work and Health Decision Making Directorate, Disability Services. These are key roles for people who have a positive attitude, a desire for public service and want to make a difference to people’s lives.

In this role, you may also be required to undertake a work-based qualification e.g., Apprenticeship, that will support you in further developing your professional knowledge and skills for this role, and your future career development. The qualification can be undertaken in work time.

**Job description**:

- To competently use the telephone as this is the primary means of customer contact through inbound and outbound calls.
- To help and support our diverse group of customers by delivering a quality service, communicating clearly and effectively, providing accurate information, and influencing/negotiating to successfully resolve queries and/or action any changes to their personal circumstances in what can be difficult and sensitive situations.
- Take personal accountability for every customer/stakeholder you have contact with.
- Consider each customer’s case as a whole, making the right decisions at the right time.
- Give clear and explainable reasons for your decisions.
- Be polite and professional, treating customers with respect.
- Adapting your behaviour to meet the needs of our diverse customers.
- Maintaining clerical and electronic records.
- To listen, be honest, be empathetic and compassionate and always remain composed and professional in what can sometimes be a challenging environment.
- To protect Departmental and our customer’s personal information adhering to all security policies and procedures.
- To ensure that all actions required to maintain the claimant’s digital account are completed promptly and accurately.
- To work on your own and collaboratively, effectively, and flexibly within a team and contribute towards team expectations.
- Take responsibility for your own development to improve competency and skills, supporting and coaching others to do the same.
- Use a range of computer systems, telephony, and digital platforms.

**Person specification**:
**Key Criteria**:
To be successful you will need:

- A can-do attitude to deliver and do the right thing for the customer.
- An_ _ability to communicate with colleagues and customers clearly and concisely verbally and in writing to achieve the right result.
- An ability to identify problems; collate and interpret information - ask the right questions, problem solve.
- A good listener that is able to express empathy at the right time.
- Can demonstrate sound judgement and objective thinking.
- Must be able to navigate a range of computer systems sometimes whilst on a customer call.
- Must have the ability to handle difficult/sensitive situations.
- A consistent learner who is proactive about enhancing and expanding.
- A team player that can collaborate with colleagues to solve problems or develop new ways of thinking.

***Transferable Skills**:
You gain these from school/university, previous jobs, projects, voluntary work, hobbies and interests.

Could you adapt these skills to become a Case worker? Some examples below:
Do you have previous experience of customer service?

Are you self-motivated and can motivate others?

Can you develop relationships with a diverse range of people?

Do you have good listening skills?

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

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

**Benefits**:

- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles, and will assess your Behaviours and Strengths.You will be asked to complete two behaviour statements (250 words) on the following behaviours.
- Communicating and Influencing Level 1 (Lead behaviour)
- Making Effective Decisions Level 1

The written evidence you provide must relate to your own experiences.

If you do not have work-based examples then please give examples from school/college, clubs, volunteering, or other activities you have been involved in.

It may help to use one or more ex