UC Administrative Officer - Glasgow Glasgow, Scotland
Job description
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Location
About the job
Benefits
Things you need to know
Apply and further information
Location
About the job
Job summary
DWP is looking to fill 16 roles in Universal Credit (UC) directorate. These are key roles, and we are looking for people who will help us deliver our services.
We welcome applications from candidates who can work well as part of team to deliver the best possible customer experience.
These roles will be based across Dundas Universal Credit Service Centre and Buchanan Universal Credit Service Centre.
Standard promotion rules will apply, and successful candidates will be placed on the pay scale and terms and conditions of DWP.
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 from home. This is a voluntary, non-contractual arrangement and you will be contracted to your place of work. The number of days anyone will be able to work from home will be determined primarily by business need, however personal circumstances and other relevant circumstances will also be considered.
If you are successful, any opportunity for hybrid working, including whether this is suitable for you will be discussed before taking up post.
Job description
We are looking for people who will help us deliver excellent customer service, make sound decisions.
You will be required to
- 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 your service to 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
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
After submission of the first stage of your application you will be invited to complete a Civil Service 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 3rd May 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.
Candidates who successfully pass the test, will be invited to complete a Microsoft Teams interview and this will be based on CS Behaviours.
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 6 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
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 Scotland 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.
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]
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
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.
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.
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.
