Jobcentre Service Delivery Administrative Officer – Cwmbran & Pontypridd Cwmbran, Wales
Job description
Details
Reference number
Salary
Job grade
Contract type
Business area
Type of role
Working pattern
Number of jobs available
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?
Do you enjoy helping others?
If so, we would like to hear from you.
DWP are looking to fill Jobcentre Service Delivery Administrative Officer roles in Universal Credit One Service Directorate. These are key roles and we are looking for people who will help us deliver service improvements and provide an effective service for our customers and claimants.
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
The Universal Credit digital service gives claimants one online account for everything, including applying for Universal Credit, accepting their claimant commitment, checking payments, reporting changes and keeping in touch with their Work Coach and Case Manager.
The Service Delivery Administrative Officers are responsible for helping claimants to create and maintain their online account. They communicate with the claimant through the “Journal” function in their account and also perform face to face evidence gathering. They liaise with Work Coaches and Case Managers to progress cases and resolve queries to provide a seamless service to claimants.
You will support the delivery of an effective service on site by:
- Identifying additional information/evidence required and discrepancies that may suggest risk. Gather/clarify additional information from claimants and advise claimant of any outstanding information still required.
- Providing excellent customer service in a face to face environment, supporting a diverse range of working age customers.
- Dealing efficiently and effectively with a wide range of new claims and changes to Universal Credit and complex customer enquiries using a range of secure computer systems.
- Playing a key role in supporting both the Department’s and the Universal Credit aim that digital will become the primary contact channel for all claimant services
- Working collaboratively and build strong and proactive working relationships with colleagues in all parts of DWP in particular Case Managers in Service Centres.
- Supporting UC claimants, set up their new claim or action changes of circumstances and help claimants get online or resume their online new claim.
- Remaining composed and professional in what can be a challenging environment.
Person specification
To be successful in this role you will need:
- To communicate well with a wide range of diverse people and customers to deliver an excellent customer service
- To handle difficult situations, including potential emotional situations, face to face, by phone and/or using digital methods
- To understand and interpret sometimes complex information and provide timely explanations to the claimant
Preferable skills:
The ability to speak Welsh would be desirable but not essential.
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Communicating and Influencing
- Delivering at Pace
We only ask for evidence of these behaviours on your application form:
- Managing a Quality Service
Benefits
With great benefits including:
- Generous annual leave 23 days for Full time new entrants (rising to 25 after 1 year).
- All bank holidays.
- Flexible working patterns available
- Competitive maternity, paternity, and parental leave
- Career and Personal Development through Operational Delivery Profession
- Employee Assistance with emphasis on wellbeing
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
- Employee discount schemes
Things you need to know
Selection process details
To apply we ask you to provide evidence using one behaviour which will comprise of 250 words at Level 1 on Managing a Quality Service
Successful applicants at the sift stage will be invited to interview.
Please note depending on the volume of applications we may choose to proceed straight to interview and dispense with the sift stage. For this reason, the timeline is subject to change depending on the approach we chose to take.
The interview will consist of three strength and 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.
Behaviours
We'll assess you at Level 1 against these behaviours during the selection process:
- Managing a Quality Service - Sift (if undertaken) / Interview
- Communicating and Influencing – Interview
- Delivering at Pace – Interview
Who to contact.
If you have any questions about applying for this role please contact:
Proposed Sift and interview dates:
Sift / Interviews will take place between 10/05/23 to 26/5/23
The above sift and interview dates may change depending on the numbers involved; however, candidates invited to interview will be given at least three working days’ notice.
Please note: If you will not be available to attend an interview within these dates please do not apply as we have no capacity to hold interviews outside that period.
Interviews will be via video using Microsoft Teams and you will need to use your personal 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 evidence you provide in your application must relate to your own experiences. If evidence of plagiarism is found your application will be withdrawn.
Further Information
A reserve list may be held for a period of 6 months from which further appointments can be made.
New entrants are expected to join on the minimum of the pay band.
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
Find out more about Working for DWP
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.
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.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
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
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.
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
