Department for Work and Pensions Administrative Officer Leeds Leeds, England
Job description
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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
Are you looking to enhance or gain experience in both Customer Service and Administration?
Are you an excellent communicator who enjoys helping customers?
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 lives in our communities from around the 20 million plus customer base.
We have varied, exciting and challenging roles available within DWP. Our aim is to help and protect those most vulnerable in our society, drive down the level of fraud, error and debt within the benefit system, and to protect the public purse.
As a DWP Administrative Officer your primary role will be handling contact from customers effectively and efficiently, providing a high standard of service by telephone, face to face and via correspondence.
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 will be listening to customers and agreeing suitable solutions - 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 DWP is the place for you.
Job description
What you will do
- Demonstrate and build on strong telephony, digital and face to face communication skills with a diverse range of customers.
- Take ownership and work effectively with colleagues across the service.
- Build positive relationships with customers that encourage, motivate and build trust by demonstrating empathy and compassion.
- Handle sensitive and challenging situations with all customers in a positive way.
- Dealing effectively and professionally with enquiries from customers and organisations.
- Communicating clearly and concisely, respecting diversity at all times.
- Tailor your approach to accommodate individual circumstances and ensure customers receive the correct payment amount, at the right time.
- Be aware of DWP policy and its impact on cases.
- Make decisions by examining the available facts and giving explanations to customers as required.
- Ensuring information and data is recorded accurately and that case records are up to date.
- Take ownership of personal development by accessing digital learning and communications tools.
As a DWP Administrative 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
To be successful in this role you will need to be able to demonstrate the following Key Criteria:
- Be competent in delivering a quality service to a diverse customer base (Lead Criteria).
- Demonstrate effective communication skills treating colleagues and customers with respect and taking personal responsibility for customer service.
- Possess the ability to work both autonomously and as part of a team to achieve goals. Pre-empt or proactively address any potential issues that may arise, displaying integrity and support for others.
- Be able to work flexibly to meet changing priorities, managing a varied workload.
- Be able to confidently tailor the service to meet the needs of the individual.
- Act on feedback to enhance quality of service delivery.
- Take ownership of complaints and support their resolution.
- Be able to provide support where appropriate to customers who require assistance.
- 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. Undertake learning to meet requirements of the role and enhance your digital confidence.
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Communicating and Influencing
- Making Effective Decisions
Benefits
With great 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 and learning allowance.
- Flexible/hybrid working.
- Employee discount schemes.
- Free wellbeing support.
- Opportunities to make a real difference through joining forums, initiatives and charities.
- Interest free travel loans.
- Vodafone advantage discount scheme.
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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.
- 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.
- 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
Stages for applying See Candidate Pack for fuller details about each stage.
Stage 1 – Complete the eligibility section of the application form.
Stage 2 - If eligible, you will be invited to complete The Customer Service Skills Test
Stage 3 - If you successfully pass the test, you will be invited to complete your application
Online Test
After submission of the first stage of your application you will be invited to complete a Customer Service Skills Test. If you successfully pass the test, you will be invited to complete the final stage of the application.
Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23:55 on 03/07/2023 If you fail to complete the online test and written application before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.
Written Application – Sift Process
As part of the application process, you will be asked to complete a Personal Statement, in no more than 250 words, detailing the relevant skills and experience you can bring to the role, based on the Key Criteria.
Further details around what this will entail are listed on the application form.
When completing your Personal Statement please read and understand the Key Criteria thoroughly, as this is what your written evidence will be assessed against. Your layout is entirely your preference. You may choose narrative, bullets, etc. You may choose to address each criteria separately, however, one narrative example may cover and evidence several key criteria. You may not be able to meet all the key criteria, but please ensure you evidence the key personal requirements; what have you done that’s relatable to the requirements. You don’t have to explain the whole process, just what you have done and the skills, experience you have used.
Share with us what makes you suited to this role and why. What you can do, and the skills you have that are transferable to the key requirements, and the life experience or passion you have that are linked to this role.
Should a large number of applications be received, an initial sift may be conducted using the lead criteria:
- Be competent in delivering a quality service to a diverse customer base (Lead Criteria).
Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to interview.
**Please note the closing date for your full application is 23:55 on 03/07/2023 **
Sift scheduled to be held 05/07/2023 to 14/07/2023. These dates may be subject to change.
Please note, depending on the volume of applications we may choose to invite those who pass the skills test straight to interview and dispense with the sift stage. For this reason, the timeline is subject to change depending on the approach we choose to take.
Stage 4 - The interview process:
Those who pass the test and sift with the required score will be invited to a blended video 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.
Interviews are scheduled to take place from 31/07/2023 to 11/08/2023, 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.
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.
Preparing for the interview
The interview will take approximately 30 to 40 minutes where you will be asked a mixture of Behavioural and Strength questions.
A blended interview aims to be more of a conversation, offering an enhanced inclusive approach. The Behaviour and Strength based questioning explores what you the candidate can and has done, and also your potential.
At interview you will be assessed against three Civil Service Behaviours (Level 1):
- Managing a Quality Service
- Communicating and Influencing
- Making Effective Decisions
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.
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 August/September 2023. The posting offer will be made in strict merit order.
Reserve List
A reserve list may be held for a period of 3 months from which further appointments can be made. You may be placed on the reserve list if your application is successful, but we cannot immediately offer you a post
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.
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action.
Please note:
- If you accept an offer of a post, you will be expected to withdraw from any other live campaigns you have applied for, with DWP, at that grade.
- If you are offered the role you applied for, in a location you have expressed a preference for, and you decline the offer or are unable to take up post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances*.
- If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list.
Note*- Exceptional circumstances could be when a candidate has requested a contractual Part Time Working Pattern and this pattern cannot be accommodated in the initial role offered, or in cases of serious ill health.
Candidates should also note that if successful in this campaign, you will be expected to remain in post for a minimum of 18 months before applying for any other lateral moves within DWP.
Further information:
Find out more about Working for DWP
Location
Certain job roles 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 post.
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.
Hours of Work
The full-time working week in DWP is 37 hours. You may be required to work at any time between the hours of:
- 7:45am and 8:00pm on any day between Monday to Friday, and
- 8:45am to 5:00pm on Saturday.
Managers will agree working patterns with successful applicants within these 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.
Please note that successful part time and job share candidates will be required to work full time for specific periods to complete and consolidate training. Currently training can last for up to 16 weeks for which you will be required to work full time. Hybrid will not commence until the training/consolidation period has been successfully completed.
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.
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.
Important
If you hold a level 3 qualification (2 A levels or equivalent) then please bring your certificates with you to the interview if you have them.
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)
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 a criminal record check may be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to the Disclosure and Barring Service/Disclosure Scotland 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: [email protected] 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]
Other:
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
New entrants are expected to join on the minimum of the pay band.
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 who transfer into DWP from other government departments, 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.
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.
