Dwp Administrative Officer - Canterbury, United Kingdom - Department for Work and Pensions

Department for Work and Pensions

Verified Company

Canterbury, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Details:

Reference number:

Salary:

- £27,215 - £27,215- £27,215 (Outer London)
Job grade:

Administrative Officer
Contract type:
Permanent
Business area:
DWP
Work and Health Services
Universal Credit Service Centre
Type of role:
Operational Delivery
Working pattern:
Flexible working, Fulltime, Job share, Parttime
Number of jobs available:
10Contents

Location

About the job

Benefits:

Things you need to know

Location

CanterburyAbout 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 selfserve 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:

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%

Location
Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed.

Hybrid Working

This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home.

This is a voluntary, non-contractual arrangement and your office will be your contractual place of work.

The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account.

If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

Things you need to know

Selection process details:

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours.

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 - The interview process
The interviews will be conducted via live MS Teams.

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, at least 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 From 01 March if required.

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