Administrative Officer – DWP - Bangor

at  Department for Work and Pensions

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’s lives in our communities from around the 20 million plus customer base.

PREFERABLE SKILLS:

The ability to speak Welsh would be desirable.
You may be required to work at any time between the hours of 7.45am and 8pm on any day between Monday to Friday and 8.45am to 5pm on Saturday. You will be given advance notice of your personal schedule.
DWP is a family-friendly employer and we try to accommodate the widest range of working patterns, including part-time and job-sharing, but we cannot guarantee doing so because our ability to deliver our business locally must always be taken into account.
Full learning and development for the role will be provided including Diversity & Equality. Initial training and consolidation may take up to 10 weeks to complete, dependent on the role, and may be delivered virtually.
Candidates will be required to work full time, Monday to Friday during all training and consolidation periods.

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:

• 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.