Administrative Officer, Case Manager

at  Department for Work and Pensions

JOB SUMMARY

These roles are 12-month Fixed Term Appointments.
Existing civil servants may apply for these Fixed Term Appointments (FTA). If successful, in all cases we will want first to explore taking you on so you can return to your current department at the end of the FTA. You are not required to come on loan. If you wish, you can choose to join DWP as an ordinary fixed term worker. Also, your current department may not agree to a loan. If a transfer on a loan basis cannot be agreed by your home department, you would transfer to DWP on the basis that you would lose your permanent civil service status and become a fixed term worker. However, for the purpose of calculating contractual entitlements and employment rights, your previous and new fixed term service will be combined to give you continuity of employment. For example, if at the end of your FTA your post is declared redundant and you must leave the Civil Service, your combined service will be used to calculate any entitlement you have to redundancy pay.

Therefore, you should be aware that when your FTA at DWP comes to an end, your employment in the Civil Service will end, unless:

• An extension to your FTA position has been agreed by DWP.
• A conversion to permanent status has been agreed by DWP.
• You are successfully redeployed into a suitable alternative post.

Extensions, conversions to permanent status and finding a suitable alternative role cannot be guaranteed at the end of the fixed term. Therefore, you must be aware of the risk associated with your accepting a new FTA contract with DWP, rather than transferring on loan.

Please note these roles are 12-month Fixed Term Appointments only and are due to finish in December 2025 and the business rationale is:

• Temporary increase in work

JOB DESCRIPTION

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 Wolverhampton and Dudley Universal Credit Service Centres.
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.