Retirement Services Administrative Officer - Motherwell

at  Department for Work and Pensions

JOB SUMMARY

These are key telephony and benefit processing roles. We are looking for people who have a positive attitude, a desire for public service and want to make a difference, helping to change people’s lives in our communities from around 20 million plus customer base.
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.
Selection for appointment to the Civil Service is on merit, on the basis of fair and open competition, as outlined in the Civil Service Commission’s Recruitment Principles here.
Successful candidates will be posted in merit order.
Dependent on your position on the merit list, DWP may offer you a role at an alternative advertised location. If we are unable to offer you a role in Motherwell, and you are unable to accept a role at an alternative advertised location, we will add you to the reserve list if one is being held.
This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need, but personal circumstances and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.
Please be aware that this role can only be worked in the UK and not overseas.
Relocation costs will not be reimbursed.

JOB DESCRIPTION

Provide exemplary customer service to all our customers, primarily through telephony, taking time to explain complex issues.
Use digital channels confidently to process benefit claims, ensuring we deliver the right outcomes for customers, in line with expectations.
Take ownership and work effectively with colleagues across DWP to ensure we provide a quality service for customers.
Tailor your approach to accommodate individual circumstances and ensure customers receive the correct payment amount, at the right time.
Build positive relationships with customers that encourage, motivate, and build trust by demonstrating empathy and compassion.
Handle sensitive, and sometimes challenging and difficult situations with all customers in a positive way.
Be aware of DWP policy and its impact on cases.
Make decisions by examining the available facts, adhering to current guidance.
Provide explanations to customers as required.
Take ownership of personal development by accessing digital learning and communication tools

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)

Operational Delivery