Job Description

Details

Reference number

327158

Salary

\xc2\xa324,273

Job grade

Administrative Officer

Contract type

Permanent

Type of role

Operational Delivery

Working pattern

Flexible working, Full-time, Job share, Part-time

Number of jobs available

25


Contents

• Location About the job Benefits Things you need to know Apply and further information

Location

Peel Park, Brunel Way, Blackpool, FY4 5ES
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. As part of the DWP Operational Delivery you will be at the heart of DWP\xe2\x80\x99s front line operations helping to change people lives in our communities from around the 20 million plus customer base.

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 and claimants.
• Take ownership and work effectively with colleagues across the service.
• Tailor your approach to accommodate individual circumstances and ensure customer and claimants receive the correct payment amount, at the right time.
• Build positive relationships with customers and claimants that encourage, motivate and build trust by demonstrating empathy and compassion.
• Handle sensitive and challenging situations with all customers and claimants in a positive way.
• Be aware of DWP policy and its impact on cases.
• Make decisions by examining the available facts and giving explanations to customers and claimants as required.
• Take ownership of personal development by accessing digital learning and communications tools.

Person specification

Key Criteria: To be successful in this role you will need to

• Be competent in delivering a quality service to a diverse customer and claimant base.
• Undertake self-serve learning to meet requirements of the role and enhance your digital confidence.
• Be able 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 support their resolution.
• Be able to provide support where appropriate to customers and 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%
• Generous annual leave, plus bank holidays
• Flexible working patterns available
• Competitive maternity, paternity, and parental leave
• Employee Assistance with emphasis on wellbeing
• Career and Personal Development through Operational Delivery Profession
• Employee discount schemes

Things you need to know

Selection process details

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

Some need-to-know information. It is important that you take time to read the Candidate Pack which can be found at the bottom of this job advert. This gives details of working patterns, training and terms and conditions of employment as well as giving further information on what to include in your application. Stages for applying As part of the application process you will be asked to: Stage 1 \xe2\x80\x93 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 19th December 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 a personal statement of 250 words. Further details around what this will entail are listed on the application form. Personal Statement When completing your personal statement, please read and understand the Key Criteria on slide 5 of the candidate pack 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 and what have you done that relates to the requirements. You don\xe2\x80\x99t have to explain the whole process, just what you have done and the skills and 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. Stage 4 \xe2\x80\x93 The sift: The sift is scheduled to commence on 20 December 2023. Depending on the volume of applications received we may by-pass the sift process and invite all candidates who complete the first 3 stages of their application by the deadline to an interview. Stage 5 - The interview process: The interview will last approximately 30 to 40 minutes. Further details regarding the process are available in the candidate pack. Interviews are scheduled take place week commencing 15 January 2024. Please note that the proposed sift and interview dates are only indicative at this stage and may be subject to change. 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. You may be placed on the reserve list if your application is successful but we cannot immediately offer you a post, please note:

• 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. 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 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 Pre-EmploymentChecks.grs@cabinetoffice.gov.uk 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\xe2\x80\x99s 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. DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled and qualified \xe2\x80\x93 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\xe2\x80\x99s 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. 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. 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. 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 DWPRecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs. Complete the \xe2\x80\x9cReasonable Adjustments\xe2\x80\x9d section in the \xe2\x80\x9cAdditional requirements\xe2\x80\x9d 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\xe2\x80\x99re 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.
Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

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

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

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

Working for the Civil Service

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.
Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• 
  Name :
  Lisa Rogers
  Email :
  RSDRecruitment.RetirementServicesRecruitment@dwp.gov.uk

Recruitment team

• 
  Email :
  dwprecruitment.grs@cabinetoffice.gov.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission\xe2\x80\x99s 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: HR.BUSINESSASSURANCE@DWP.GOV.UK.
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.