Counter Fraud, Compliance and Debt Directorate

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

- 257208**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**:

- 15Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Treforest Ty TafAbout the job

**Job summary**:
**Location**

The roles will be based at the following location:
- **Ty Taf, Main Avenue, Treforest Industrial Estate, Pontypridd, CF37 5YN**

About the job

**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**:
**What will you be doing?**
- Providing excellent customer service over the phone, through inbound and outbound telephone calls and via correspondence.
- Dealing effectively and professionally with enquiries from customers and organisations.
- Often acting as the first point of contact for our customers, you will be negotiating the repayment of debt and loans by telephone.
- Communicating clearly and concisely, respecting diversity at all times.
- Ensuring information and data is recorded accurately and that case records are up to date.

**Person specification**:
**As an AO Administrator you will**:

- Be able to work effectively both alone and within a team - treat colleagues with respect, display integrity, support others and act as a positive role model.
- Have effective communication skills - take personal responsibility for providing outstanding customer service.
- Be willing to learn - you will receive high-quality, tailored training in DWP’s digital systems, policies, and procedures.
- Be adaptable - have a positive and flexible attitude, able to be proactive and problem solve.
- Have good attention to detail.

**Desirable Criteria**: Ability to speak Welsh

**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 your total reward package where:
The employer makes a significant contribution to the cost of your pension.

Your contributions come out of your salary before any tax is taken. This means, if you pay tax, your take-home pay will not be reduced by the full amount of your contribution; and Your pension will continue to provide valuable benefits for you and your family if you are too ill to continue to work or die before you retire.

Things you need to know

**Selection process details**:

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

At interview you will be assessed against 3 Civil Service Behaviours (Level 1)
- Managing a Quality Service
- Working Together
- Communicating and Influencing

This will be a Blended Interview where you will be asked a mixture of Behaviour and Strength questions. A Blended interview aims to be more of a conversation at interview offering an inclusive approach. The Strength and Behaviour based questioning explores what you can and have done, as well as y