Dwp Administrative Officer

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

- 403146

**Salary**:

- £28,576
- A Civil Service Pension with an employer contribution of 28.97%

GBP

**Job grade**:

- Administrative Officer

**Contract type**:

- Permanent

**Business area**:

- DWP - Work and Health Services - Universal Credit Job Centre

**Type of role**:

- Operational Delivery

**Working pattern**:

- Flexible working, Full-time, Job share, Part-time

**Number of jobs available**:

- 104

**Contents**:

- Location
- About the job
- Benefits
- Things you need to know

**Location**:

- London (region)

**About the job**:
**Job summary**:
Are you good at helping others? Are you a good communicator?

Do you want to gain or improve your skills and experience in Customer Service and Administration?

If so, we would like to hear from you.

You’ll be part of DWP’s Operational Delivery team, at the heart of front-line operations. Our Jobcentre teams help change lives and make a difference in our communities by supporting over 20 million DWP users.

**Job description**:
This role is all about supporting our customers who are looking for work and claiming Universal Credit (UC). Day to day you will:

- Provide excellent customer service using your communication skills to help a diverse range of claimants, some with very complex needs.
- Support to claimants claiming benefits, helping them to take ownership and responsibility for their claim and to prepare for how their benefit might change in the future.
- Provide coaching support to claimants, and directing them to an appropriate provider if necessary.
- Build positive, trust-based relationships with claimants that encourage and motivate.
- Handle sensitive and challenging situations with claimants.
- Identify the right ways to best support UC claimants, and refer to their work coach where appropriate.

**Location**

Applicants should consider suitable posts where they can travel to and from home and office location within a reasonable time; for their agreed contracted hours.

**Please be aware that this role is a customer facing service delivery role and is not suitable for hybrid working**. It can only be worked in the UK and not overseas. Relocation costs will not be reimbursed.

**Person specification**:
We’re looking for people who can:

- Provide a quality service to a diverse claimant base.
- Manage self-serve learning to meet requirements of the role and enhance your digital confidence**.**:

- Work flexibly to meet changing priorities, managing a diverse workload.
- Confidently tailor the service you provide to meet the needs of the individual.
- Use feedback to enhance the quality of the service you provide.
- Take ownership of complaints and support their resolution.
- Provide support where appropriate to claimants who require assistance.

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

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

**Benefits**:

- Alongside your salary of £28,576, Department for Work and Pensions contributes £8,278 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

DWP have a broad benefits package built around your work-life balance which includes:

- Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
- Generous annual leave - at least 23 days on entry, increasing up to 30 days over time (pro-rata for part time employees), plus 9 days public and privilege leave.
- Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
- Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
- Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.
- Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
- An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.

**Things you need to know**:
**Selection process details**:

- This vacancy is using Success Profiles, and will assess your Behaviours.

**How to Apply**

**Stage 1****:

- Application Form (Part 1)**

**Stage 2 - Tests**

The test assesses your skills and abilities in three ways:

- Your ability to manage difficult customers.
- Your judgement and decision-making abilities in relation to a range of scenarios customer service advis