Counter Fraud, Compliance and Debt Directorate (CFCD) -AO Administrator – Ty Taf Pontypridd, Wales
Job description
Details
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Salary
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Contract type
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Type of role
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Contents
Location
About the job
Benefits
Things you need to know
Apply and further information
Location
About the job
Job summary
Location
Roles will be based at the following location-
Pontypridd (for Ty Taf)
Applicants should apply for suitable posts where they can travel to and from their home office location daily within a reasonable time.
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.
We have varied, exciting and challenging roles available within our Counter Fraud and Compliance Directorate (CFCD) team. Our aim is to drive down the level of fraud, error and debt within the benefit system, to protect the public purse, as well as protecting those most vulnerable in our society.
As an Administrative Officer, you will be at the heart of our front-line operations, assisting our customers by providing a high quality, empathetic service. As part of a supportive team, you’ll be listening to customers and keeping them informed - you’ll be able to make a real difference.
If you want to join somewhere that recognises the importance of work-life balance, where you can learn new skills and progress your career, then CFCD is the place for you.
Come and join the CFCD team today!
Job description
What will you be doing?
- Providing excellent customer service over the phone, through inbound and outbound telephone calls and via correspondence.
- Dealing effectively and professionally with enquiries from customers and organisations.
- Often acting as the first point of contact for our customers, you will be negotiating the repayment of debt and loans by telephone.
- Communicating clearly and concisely, respecting diversity at all times.
- Ensuring information and data is recorded accurately and that case records are up to date.
As an Officer you will:
- Be able to work effectively both alone and within a team – treat colleagues with respect, display integrity, support others and act as a positive role model.
- Have effective communication skills – take personal responsibility for providing outstanding customer service.
- Be willing to learn – you will receive high-quality, tailored training in DWP’s digital systems, policies, and procedures.
- Be adaptable – have a positive and flexible attitude, able to be proactive and problem solve.
- Have good attention to detail.
Person specification
We are looking for a person who:
- Demonstrates effective communication skills treating colleagues and customers with respect and taking personal responsibility for customer service
- Works collaboratively and effectively within a team
- Is able to comply with policy and procedures, take responsibility for security and data storage, use all relevant digital platforms and build personal capability where necessary.
- Is able to work diligently to achieve a minimum expected performance as directed by the Team Leader.
- Has a desire to showcase public service at its best.
- Demonstrates a positive and flexible attitude in order to achieve outcomes in a fast changing environment.
- Displays integrity and support for others, acting as a positive role model for their team and colleagues.
- Possesses the ability to work both autonomously and as part of a team to achieve goals, pre-empting or proactively addressing any potential issues that may arise.
- Has a willingness to learn how to deliver a DWP service using digital methods. Consistently communicate well to inspire others and achieve results.
Desirable Criteria:
- The ability to speak Welsh
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Working Together
- Communicating and Influencing
Benefits
Benefits including:
- Generous annual leave - 23 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus bank holidays and one day of leave for the King’s Birthday. The exact number of days of annual leave will be determined by any current years of service.
- Competitive maternity, paternity and parental leave we also recognise the importance of a good work-life balance and offer flexible working and a family friendly approach to work.
- Training and apprenticeships and up to 5 days’ personal development & learning allowance
- Flexible/hybrid working
- Employee discount schemes
- Free wellbeing support
- Opportunities to make a real difference through joining forums, initiatives & charities
- Interest free travel loans
- Vodafone advantage discount scheme
Highly sought after civil service pension Your pension is a valuable part of your total reward package where:
- The employer makes a significant contribution to the cost of your pension; and
- Your contributions come out of your salary before any tax is taken. This means, if you pay tax, your take-home pay will not be reduced by the full amount of your contribution; and
- Your pension will continue to provide valuable benefits for you and your family if you are too ill to continue to work or die before you retire.
For more information, visit civilservicepensionscheme.org.uk
Things you need to know
Selection process details
Selection process details
How to Apply
Stage 1- Application form
Please complete the application form.
Stage 2 – Selection
After submitting your application, you will be sent an invitation with a link to complete an online Situational Judgement Test. This is designed to test your skills for the Administrative Officer role. You must complete and submit the test by the deadline stated in your invitation. If you do not complete and submit the test before the deadline, your application will not progress.
**Please note the closing date for your full application is 23:55 on 24/04/2023**
Stage 3 - Interview
If you meet the required standard at selection, you will receive an invitation to a video interview held by using Microsoft Teams between 22/05/2023 and 01/06/2023. Please note that these dates are only indicative at this stage and could be subject to change. Interviews will be scheduled Monday to Friday, between 09.00 to 17.00.
At interview you will be assessed against three Civil Service Behaviours (Level 1)
- Managing a Quality Service
- Working Together
- Communicating and Influencing
The evidence you provide must relate to your own thoughts and experiences.
If you do not have work-based examples then please give examples from school/college, clubs, volunteering or other activities you have been involved in.
It may help to use one or more examples of a piece of work you have completed or a situation you have been in, and use the WHO or STAR model to explain:
- What it was, how you approached the work/situation and what the Outcomes were, what did you achieve? Or
- What was the Situation? That were the Tasks? What Action did you take? How/what did you learn through a Review?
Communications will be electronic and/or by telephone therefore it is vitally important that you check your Civil Service Jobs account regularly, as well as your spam/junk email folder. Telephone calls may show as a withheld number, it is important that you answer so that your interview can be confirmed.
Feedback will only be provided following an interview.
Preparing for the interview
Please note that interviews will be via video using Microsoft Teams and you will need to use your personal or work device to access the video link. You will receive a link to join the interview at the appointed time through the email account you provide us with on your application.
The interview will take approximately between 30 - 40 minutes where you will be asked a mixture of Behavioural and Strength questions. A blended interview aims to be more of a conversation at interview offering a more inclusive approach. The Strength and Behaviour based questioning explores what the candidate can and has done, but also their potential.
Further information about the process can be found in the Candidate Pack.
If you withdraw your application at any stage, it will not be progressed any further.
Stage 4 - After the interview
Once all interviews have been completed, candidates will be notified of the outcome by email.
The successful candidates will be offered a posting based on their preferred location/s and will be notified of a start date following successful security checks, which is likely to be during July 2023. The posting offer will be made in strict merit order.
Reserve List
Successful candidates, not offered a posting, will be placed on a reserve list which will be held for 3 months.
The reserve list may also be used to offer future permanent opportunities not necessarily restricted to the current locations included in the advert. They may also extend to permanent opportunities which arise across the wider DWP network. Any such offers would be made in strict merit order to all candidates remaining on the reserve list. The location and job role would be fully explained to you. Refusal of the offer would not change your reserve list position.
Find out more about Working for DWP
Further information
Hours of work
The full-time working week in DWP is 37 hours. Managers will agree working patterns with successful applicants within business hours and review these as appropriate. Part-time and job-sharing working patterns within working hours are available but must meet business needs.
Training requirements
You will be required to undertake training which is necessary for you to perform your role. This will be provided by the Department for Work and Pensions at no cost to you. Every effort will be made to arrange for training to be held during your agreed normal working hours. Exceptionally, where this is not possible, you will need to be prepared to adjust your normal hours to attend for training and pay will be adjusted accordingly. In these circumstances you will be given details of your revised times of attendance for the period of the training event by management. Time off in lieu may be taken as an alternative to payment at the discretion of your manager and subject to the needs of the work where appropriate.
Location
This 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 taken into account. 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 position.
Apprenticeships
DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled and qualified – as determined by the business. To support this aim you may be required to undertake a work-based qualification, which may be in the form of an apprenticeship, which will support you in further developing your professional knowledge and skills for this role and your future career development. The qualification can be undertaken in work time, you agree to take this job on the basis that you may be required to undertake a work-based qualification; a candidate’s failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract.
If DWP decides that it is no longer a requirement for you to undertake and attain a work-based qualification, it will release you from this obligation. Any decision to release you from this obligation will not be a breach of contract by DWP.
Equality and Diversity
We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this search:
Equality and diversity - Department for Work and Pensions - GOV.UK (www.gov.uk)
Working Pattern
Part time and job sharing working patterns within working hours will be considered but must meet business needs. We will do our best to let people with existing part time contracts retain their contracted hours provided they are in line with current business needs. Please note that successful part time and job share candidates will be required to work full time for specific periods to complete all training and consolidation.
Reasonable adjustment
At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.
We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.
If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via [email protected] as soon as possible before the closing date to discuss your needs.
Complete the “Reasonable Adjustments” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Internal Fraud Database:
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.
Criminal Record Check:
If successful and transferring from another Government Department full pre-employment checks will be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to the Disclosure and Barring Service on your behalf.
However, we recognise in exceptional circumstance 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 mail to:
stating the job reference number in the subject heading.
For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email [email protected]
Additional Information:
The evidence you provide in your application must relate to your own experiences. If evidence of plagiarism is found your application will be withdrawn.
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. Determine your eligibility at https://www.childcarechoices.gov.uk
Existing Civil Servants and employees of accredited non-departmental public bodies (NDPBs) who were appointed on merit following a fair and open competition; or were appointed to a permanent post through an exception in the Civil Service Commissioners' rules are eligible to apply.
If successful and transferring from another Government Department full pre-employment checks will be carried out.
If you're employed by a non-departmental public body (NDPB) and are applying for a job in the Civil Service (or vice versa) by moving jobs this will involve a change of employer and you may break the statutory rules on continuity of employment.
Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. Civil Servants that transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Apply and further information
Contact point for applicants
Job contact :
Recruitment team :
Further information
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Click here to visit the Civil Service Commission.
