Administrative Officers DWP Telephony

at  Department for Work and Pensions

JOB DESCRIPTION

Your responsibilities will include, but not be limited to:-

• To competently use the telephone as this is the primary means of customer contact through inbound and outbound calls.
• To help and support our diverse group of customers by delivering a quality service, communicating clearly and effectively, providing accurate information, and influencing/negotiating to successfully resolve queries and/or action any changes to their personal circumstances in what can be difficult and sensitive situations.
• Take personal accountability for every customer/stakeholder you have contact with.
• Consider each customer’s case as a whole, making the right decisions at the right time.
• Give clear and explainable reasons for your decisions.
• Be polite and professional, treating customers with respect.
• Adapting your behaviour to meet the needs of our diverse customers. Maintaining clerical and electronic records.
• To listen, be honest, be empathetic and compassionate and always remain composed and professional in what can sometimes be a challenging environment.
• To protect Departmental and our customer’s personal information adhering to all security policies and procedures.
• To ensure that all actions required to maintain the claimant’s digital account are completed promptly and accurately.
• To work on your own and collaboratively, effectively, and flexibly within a team and contribute towards team expectations.
• Take responsibility for your own development to improve competency and skills, supporting and coaching others to do the same.
• Use a range of computer systems, telephony, and digital platforms.at the same time.

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)

DWP ARE LOOKING TO FILL ADMINISTRATIVE OFFICER ROLES IN DISABILITY SERVICES

These are key roles for people who have a positive attitude, a desire for public service and want to make a difference to people’s lives.
We welcome applications from candidates who can: Actively seek to resolve customer queries at the first point of contact where possible and use your brilliant communication skills to handle sometimes complex yet rewarding conversations.
Working in a fast-paced environment.
Posts are not finalised and therefore we will confirm posts available and location with candidates after the interviews have taken place. Future locations may become available.
Successful candidates will be posted to a specific role and may have the opportunity to express an interest as part of the selection process, although final decisions may come down to business/skills and development needs of candidates.

Your responsibilities will include, but not be limited to:-

• To competently use the telephone as this is the primary means of customer contact through inbound and outbound calls.
• To help and support our diverse group of customers by delivering a quality service, communicating clearly and effectively, providing accurate information, and influencing/negotiating to successfully resolve queries and/or action any changes to their personal circumstances in what can be difficult and sensitive situations.
• Take personal accountability for every customer/stakeholder you have contact with.
• Consider each customer’s case as a whole, making the right decisions at the right time.
• Give clear and explainable reasons for your decisions.
• Be polite and professional, treating customers with respect.
• Adapting your behaviour to meet the needs of our diverse customers. Maintaining clerical and electronic records.
• To listen, be honest, be empathetic and compassionate and always remain composed and professional in what can sometimes be a challenging environment.
• To protect Departmental and our customer’s personal information adhering to all security policies and procedures.
• To ensure that all actions required to maintain the claimant’s digital account are completed promptly and accurately.
• To work on your own and collaboratively, effectively, and flexibly within a team and contribute towards team expectations.
• Take responsibility for your own development to improve competency and skills, supporting and coaching others to do the same.
• Use a range of computer systems, telephony, and digital platforms.at the same time