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.

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.

PREFERABLE SKILLS:

The ability to speak Welsh would be desirable.

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)
• 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

PLEASE NOTE THAT THESE VACANCIES ARE NOT CURRENTLY ELIGIBLE FOR VISA SPONSORSHIP ON THE SKILLED WORKER ROUTE, EVEN IF RELYING ON TRADEABLE POINTS (INCLUDING THE NEW ENTRANT TRADEABLE POINTS OPTION) AS THEY DO NOT SATISFY THE MINIMUM SALARY HOURLY RATE REQUIREMENT. THIS INFORMATION IS OFFERED AS GUIDANCE ONLY, AND WE RECOMMEND THAT APPLICANTS SEEK SPECIALIST ADVICE ON THEIR ELIGIBILITY FOR VISA SPONSORSHIP (IF APPLICABLE) WHEN CONSIDERING WHETHER TO APPLY FOR ANY ROLE.

Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare; for further information visit the Childcare Choices website.
If successful and transferring from another Government Department a criminal record check may be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
New entrants are expected to join on the minimum of the pay band.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

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

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 self-serve 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