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

Department for Work and Pensions

Verified Company

Dundee, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Details:

Reference number:

Salary:

- £24,273

A Civil Service Pension with an average employer contribution of 27%
Job grade:
Administrative Officer
Contract type:
Permanent
Business area:
DWP
Service Excellence
Retirement Services
Type of role:
Operational Delivery
Working pattern:
Flexible working, Fulltime, Job share, Parttime
Number of jobs available:
25Contents

Location

About the job

Benefits:

Things you need to know

Location

Dundee Pensions and Service Centre Unit 4 Jack Martin Way, Claverhouse Industrial Park East Dundee DD4 9FF or Motherwell Pension Centre, Johnstone House Airbles Road Motherwell ML1 3FAAbout the job

Job summary:

DWP is looking to fill 25 roles in the Retirement Services
directorate.

These are key roles for people who have a positive attitude, a desire for public service and want to make a difference, helping to change people's lives in our communities from around 20 million plus customer base.

Job description:

What you will do;
Demonstrate and build on strong telephony and digital communication skills with a diverse range of customers and claimants.

Take ownership and work effectively with colleagues across the service.

Tailor your approach to accommodate individual circumstances and ensure customers and claimants receive the correct payment amount, at the right time.

Build positive relationships with customers and claimants that encourage, motivate and build trust by demonstrating empathy and compassion.

Handle sensitive and challenging situations with all customers and claimants in a positive way.

Be aware of DWP policy and its impact on cases.

Make decisions by examining the available facts and giving explanations to customers and claimants as required.

Take ownership of personal development by accessing digital learning and communications tools.

Person specification:

Key Criteria for the Role**:

To be successful in this role you will need to;

Competently use the telephone as this is the primary means of customer contact through a combination of inbound and outbound calls; prior telephony/Contact Centre experience is desirable but not essential.

Be competent in delivering a quality service to a diverse customer and claimant base.

Undertake self-serve learning to meet requirements of the role and enhance your digital confidence.

Be able 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 support their resolution.

Be able to provide support where appropriate to customers and 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

Benefits:

Alongside your salary of £24,273, Department for Work and Pensions contributes £6,500 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%

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, Strengths, Ability and Experience.
Some needtoknow information.

Stages for applying

Stage 3 - If you successfully pass the test, you will be invited to complete a personal statement of 250 words.

Personal Statement

Stage - The sift:

The sift is scheduled to commence week commencing 8 April 2024.

Stage - The interview process:
Interviews are scheduled take place week commencing 22 April 2024.

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.

If successful and transfe