Administrative Officer

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

- 298537**Salary**:

- £22,845- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Administrative Officer**Contract type**:

- Permanent**Business area**:

- DWP - Work and Health Services - Universal Credit**Type of role**:

- Operational Delivery**Working pattern**:

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

- 50Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- St AustellAbout the job

**Job summary**:
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.

As part of the DWP Operational Delivery you will be at the heart of DWP’s front line operations helping to change people lives in our communities from around the 20 million plus customer base.

**Job description**:
The role will involve a variety of activities which may include:

- Demonstrating strong telephony and digital communication skills with a diverse range of claimants.
- Developing your face to face customer interaction skills.
- Taking ownership and working effectively with colleagues across the DWP organisation.
- Tailoring your approach to accommodate individual circumstances and ensuring claimants receive the correct information or payment amount at the right time.
- Building positive relationships with claimants, that encourage, motivate and build trust, by demonstrating empathy and compassion.
- Handling sensitive and challenging situations with all claimants in a positive way.
- Following DWP policy and understand the impact on your work.
- Making decisions by examining the available facts and giving explanations to claimants as required.
- Taking ownership of your personal development by accessing digital learning and communications tools.

**Person specification**:
To be successful in this role you will need:

- To be competent in delivering a quality service to a diverse claimant base via face to face and telephony interactions.
- To undertake self-serve learning to meet requirements of the role and enhance your digital confidence**.**:

- The ability to work flexibly to meet changing priorities, managing a diverse workload.
- Be able to confidently tailor the service to meet the needs of the individual.
- To act on feedback to enhance quality of service delivery.
- To take ownership of complaints and supports their resolution.
- To be able to 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 £22,845, Department for Work and Pensions contributes £6,168 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.- 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 (opens in a new window), and will assess your Behaviours.**Assessment Process**

Selection will be by a written sift, followed by an interview conducted live via MS Teams.

**Some need-to-know information**

**Stages for applying**

**Stage 2** - If eligible, you will be invited to complete The Customer Service Skills Test

Level 1 Managing a Quality Service

**Stage 4 - The interview process**:
This will consist of three behaviour based questions based on the three behaviours listed below which will last approximately 30 minutes.
- Managing a Quality Service
- Communicating and Influencing
- Making Effective Decisions

To help you prepare and settle into the interview you will be sent the behaviour questions in advance of the interview, 5 days prior to your interview. These questions should be treated as confidential and should not be shared. The interview panel may ask you other questions which will not be shared in advance, including follow-up questions.

Proposed Sift and interview dates:
Sift Period - From Week commencing 17/07/23 - 28/07/23
Interviews - From Week commencing 10/08/23 - 23/08/23

Find out more about Working for DWP

**Further Information**

A reserve list may be held for a period of 3 months from which further appointments can be made. The reserve list may be used to offer future vacancies which arise across the wider DWP network. Any such offers would be made in strict merit order and the location and job role would be fully explained.
- If you accept an offer of a post, you will be expected to withdraw from any other live campaigns you have applied for, with DWP, at this grade.
- If you are offered the