Dwp - Administrative Officer (Ao) - Hastings, United Kingdom - Department for Work and Pensions

Department for Work and Pensions
Department for Work and Pensions
Verified Company
Hastings, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Details:


Reference number:


Salary:

- £21,688 - £21,688
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, Fulltime, Job share, Parttime
    Number of jobs available:
  • 17Contents
Location

About the job


Benefits:

Things you need to know

Location

  • HastingsAbout the job

Job summary:


About the job
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:


What you will be doing:


  • Demonstrate strong telephony and digital communication skills with a diverse range of claimants.
  • Take ownership and manage cases by engaging across DWP to progress claimants in preparation for their journey towards work
  • Tailor the claimant journey and ensure claimants receive the correct payment amount, at the right time.
  • Build positive relationships with claimants that encourage, motivate and build trust by demonstrating empathy and compassion.
  • Handle sensitive and challenging situations with all claimants in a positive way
  • Be aware of labour market policy and its impact on claimant's conditionality requirements.
  • Make decisions by examining the available facts and giving explanations to claimants as required.
  • Take ownership of personal development by accessing digital learning and communications tools.
  • Work effectively with colleagues across the service.

Person specification:

To be successful in this role you will need:

  • Be competent in delivering a quality service to a diverse claimant base.
  • Undertake selfserve learning to meet requirements of the role and enhance your digital confidence
:


  • 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.
  • Act on feedback to enhance quality of service delivery.
  • Take ownership of complaints and supports their resolution
  • 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:


  • 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 and Ability.
We'll assess you at
Level 1 against these behaviours during the selection process:


  • Managing a Quality Service
- Sift (in the event or large number of applicants) / Interview

  • Communicating and Influencing
  • Interview
  • Making Effective Decisions
  • Interview
Please note - interviews will be via MS Teams


Some need-to-know information.

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


Stage - The interview process:


The interview will be conducted via video call and will consist of three behaviour based questions based on the three behaviours listed above which will last approximately 30 minutes.

Further details regarding the process will be included in the invite to interview.

Sift and Interview dates are to be confirmed.


Further Information
Find out more about Working for DWP

A reserve list may be held for a period of 3 months from which further appointments can be made.


Important


If you hold a level 3 qualification (2 A levels or equivalent) then please bring your certificates with you to the interview if you have them.


Security Information
If successful and transferring from another Government Department a criminal record check may be carried out.

New entrants are expected to join on the minimum of the pay band.


Reasonable Adjustment


Please note tests on this vacancy are timed, therefore if due to the need for a reasonable adjustment such as additional time contact us as below.

We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.

Feedback will only be provided if you attend an interview or assessment

Security:


  • People working with government assets must complete baseline personnel security standard (opens in new window) checks

Nationality requirements:

This job
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