DWP - Administrative Officer (AO) Hastings, England
Job description
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About the job
Benefits
Things you need to know
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Location
About the job
Job summary
About the job
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.
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.
Job description
What you will be doing:
- Demonstrate strong telephony and digital communication skills with a diverse range of claimants.
- Take ownership and manage cases by engaging across DWP to progress claimants in preparation for their journey towards work
- Tailor the claimant journey and ensure claimants receive the correct payment amount, at the right time.
- Build positive relationships with claimants that encourage, motivate and build trust by demonstrating empathy and compassion.
- Handle sensitive and challenging situations with all claimants in a positive way
- Be aware of labour market policy and its impact on claimant’s conditionality requirements.
- Make decisions by examining the available facts and giving explanations to claimants as required.
- Take ownership of personal development by accessing digital learning and communications tools.
- Work effectively with colleagues across the service.
Person specification
To be successful in this role you will need:
- Be competent in delivering a quality service to a diverse claimant base.
- Undertake self-serve learning to meet requirements of the role and enhance your digital confidence.
- Ability to work flexibly to meet changing priorities, managing a diverse 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 supports their resolution
- Be able to provide support where appropriate to claimants who require assistance
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Communicating and Influencing
- Making Effective Decisions
We only ask for evidence of these behaviours on your application form:
- Managing a Quality Service
Benefits
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
Things you need to know
Selection process details
We'll assess you at Level 1 against these behaviours during the selection process:
- Managing a Quality Service - Sift (in the event or large number of applicants) / Interview
- Communicating and Influencing – Interview
- Making Effective Decisions – Interview
Please note - interviews will be via MS Teams
Some need-to-know information.
- How to Apply , Civil Service Careers (civil-service-careers.gov.uk)provides advice and tips on applying for roles in the Civil Service
Stages for applying See Candidate Pack for fuller details about each stage.
Stage 1 – Complete eligibility section of the application form
Stage 2 - If eligible, you will be invited to complete The 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 1st March 2023. If you fail to complete the online test 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.
Stage 3 - If you successfully pass the test, you will be invited to complete your application using one behaviour which will comprise of 250 words on Level 1 Managing a Quality Service
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 for post Skills Test is subject to change depending on the approach we choose to take.
Stage 4 - The interview process:
The interview will be conducted via video call and will consist of three behaviour based questions based on the three behaviours listed above which will last approximately 30 minutes. Further details regarding the process will be included in the invite to interview.
Sift and Interview dates are to be confirmed.
Further Information
Find out more about Working for DWP
A reserve list may be held for a period of 3 months from which further appointments can be made.
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
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.
Security Information
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 Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances 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 [email protected] stating the job reference number in the subject heading.
New entrants are expected to join on the minimum of the pay band.
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.
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 would 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.
Reasonable Adjustment
Please note tests on this vacancy are timed, therefore if due to the need for a reasonable adjustment such as additional time contact us as below.
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.
The evidence you provide in your application must relate to your own experiences. If evidence of plagiarism is found your application will be withdrawn.
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 here to visit Civil Service Commission
