Administrative Officer- Sunderland

at  Department for Work and Pensions

JOB SUMMARY

DWP is hiring Administrative Officers to join our growing Universal Credit (UC) team.
You will 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 Sunderland Universal Credit Service Centre.
This is a customer contact role, working with claimants who will require support with their Universal Credit claim. Over the phone and via DWP portals, you’ll help us ensure the best outcomes for all our claimants.
As part of the DWP Operational Delivery you will be at the heart of DWP’s front line operations helping to change people lives in our communities from around the 20 million plus customer base.

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 telephony and via in-house systems.
• Build positive, trust-based relationships with claimants handling sensitive and challenging conversations with empathy, understanding and positivity.
• Responsible for making decisions, based on the available facts, whilst providing explanations to claimants, providing assistance, ensuring they receive accurate advice.
• Focus on providing the right solution for each claimant, ensuring they receive the correct payment amount at the right time.
• Manage cases by working with colleagues across UC and DWP, supporting claimants in their journey towards work.
• Take ownership of your professional development, with a suite of digital learning and communications resources available to you.