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Administrative Officer

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

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03/07/2023 If you fail to complete the online test and written application before the deadline your application will be withdrawn.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.

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

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

Further information on nationality requirements (opens in a new window)

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

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).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DWP by email: [email protected].
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.