Administrative Officer, Case Manager

at  Department for Work and Pensions

JOB SUMMARY

DWP is hiring Administrative Officers to join our growing Universal Credit (UC) team.
You’ll play an important role in helping us to deliver vital services to UK Citizens. As part of a supportive team, you’ll help us deliver an excellent customer experience to the people we advise and support.
These jobs are based in our Nottingham Universal Credit Service Centre.
This is a customer facing role, working with claimants who are adapting to significant change in the way they receive their benefits as they Move to Universal Credit. Over the phone and via email on DWP portals, you’ll help us ensure the best outcomes for all our claimants.
You’ll be taking phone calls and giving advice, education, guidance and reassurance to claimants who are moving from their existing benefits to Universal Credit, and doing the administrative work related to this change.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

WHAT YOU WILL BE DOING:

• Using your communication skills, you’ll support a diverse range of claimants by providing advice and guidance on our benefits services through inbound call handling and over email.
• You’ll build positive, trust-based relationships with claimants handling sensitive and challenging conversations with empathy, understanding and positivity.
• You’ll be responsible for making decisions, based on the available facts, whilst providing explanations to claimants to reduce anxiety and ensuring they receive accurate advice.
• You’ll focus on providing the right solution for each claimant, ensuring they receive the correct payment amount at the right time.
• You’ll manage cases by working with colleagues across UC and DWP, supporting claimants in their journey towards work.
• We’ll help you build an awareness of labour market policy, and its impact on claimants’ conditionality requirements.
• You’ll be able to take ownership of your professional development, with a suite of digital learning and communications resources available to you.
  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.
  Upon starting, all successful candidates will be expected to undertake full time training and consolidation for a minimum of 5 weeks. We are unable to offer an alternative working pattern during this period other than in exceptional circumstances and with prior agreement of the business. Once training and consolidation have been completed you will revert to your agreed working pattern. Candidates may therefore wish to decide at application stage whether, if your job application was successful and knowing the restrictions we necessarily apply as an employer, you wish to pursue your application with DWP.
  Please see the candidate pack for additional information about the job role available.
  Candidates should note that if successful in this campaign, you will be expected to remain in post for a minimum of 18 months before applying for any other lateral moves within DWP.