Administrative Officer

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

- 381435

**Salary**:

- £26,337
- A Civil Service Pension with an employer contribution of 28.97%

**Job grade**:

- Administrative Officer

**Contract type**:

- Permanent

**Business area**:

- DWP - Service Excellence - Counter Fraud, Compliance and Debt - Interventions

**Type of role**:

- Operational Delivery

**Working pattern**:

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

**Number of jobs available**:

- 45

Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Newport (Isle of Wight)

About the job

**Job summary**:
**Are you looking to enhance or gain experience in both Customer Service and Administration?**

**Are you an excellent communicator who enjoys helping customers?**

**If so, we would like to hear from you.**

The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy. As the UK’s biggest public service department, it administers the State Pension and a range of working age, disability and ill health benefits to around 20 million claimants and customers. We are looking for successful applicants who are well suited and committed to providing high levels of customer service.

Counter Fraud, Compliance and Debt (CFCD) is at the heart of DWP’s front line operations helping to change people lives. As an 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 keeping them informed - you’ll be able to make a real difference.

**Job description**:
**Key Tasks Include**:

- Working as part of a team to support and improve the delivery of excellent customer service, quality and performance.
- Undertaking telephone calls and face to face conversations with customers to collect information and to ensure correctness and accuracy of data held.
- 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.
- Issuing enquiries as directed, and ensuring responses are received where appropriate, within agreed timescales taking the appropriate follow up action.
- Ensuring all relevant information is collated for forward action as directed by Team Leader.
- Understanding and achieving personal productivity expectations and ensure 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**:
**What we are looking for**:

- Ability to comply with policy and procedures. Understand responsibility to security and data storage procedures. Ability to utilise all digital platforms and building personal capability where necessary.
- Work collaboratively, effectively within a team.
- Demonstrate effective communication skills treating colleagues and staff with respect and taking personal responsibility for customer service.
- Ability to work diligently to achieve a minimum expected performance as directed by the Team Leader.
- Have a desire to showcase public service at its best.
- Demonstrate a positive and flexible attitude in order to achieve outcomes in a fast-changing environment.
- Display integrity and support for others, acting as a positive role model for team and colleagues.
- Possess 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.
- Have a willingness to learn how to deliver a DWP service using digital methods. Consistently communicate well to inspire others to achieve results.

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

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

**Benefits**:

- Alongside your salary of £26,337, Department for Work and Pensions contributes £7,629 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 dis