This role at The Department for Work and Pension (DWP) is available to people who served in the Armed Forces, OR be in your resettlement period and due to leave the Armed Forces within a reasonable time frame OR Military Spouse/Partner: Your current partner must still be serving OR was discharged within the last 12 months.
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's lives in our communities from around the 20 million plus customer base.
Job description
The role will involve a variety of activities which may include:
* Demonstrating strong telephony and digital communication skills with a diverse range of claimants.
* Developing your face-to-face customer interaction skills.
* Taking ownership and working effectively with colleagues across the DWP organisation.
* Tailoring your approach to accommodate individual circumstances and ensuring claimants receive the correct information or payment amount at the right time.
* Building positive relationships with claimants that encourage, motivate and build trust, by demonstrating empathy and compassion.
* Handling sensitive and challenging situations with all claimants in a positive way.
* Following DWP policy and understand the impact on your work.
* Making decisions by examining the available facts and giving explanations to claimants as required.
* Taking ownership of your personal development by accessing digital learning and communications tools.
Person specification
To be successful in this role you will need:
* To be competent in delivering a quality service to a diverse claimant base via face to face and telephony interactions.
* To undertake self-serve learning to meet requirements of the role and enhance your digital confidence.
* The 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.
* To act on feedback to enhance quality of service delivery.
* To take ownership of complaints and support their resolution.
* To be able to provide support where appropriate to claimants who require assistance.
* To demonstrate excellent communication skills with a range of customers.
* To be able to make effective decisions.
Job Details
* Job Grade: Admin Officer (AO)
* Positions available: 2
* Salary: £27,215
* Location: Basildon Service Centre, Great Oaks House, Basildon
* Contract Length: 18 Months fixed term contract
* Hours: OFFICE BASED ONLY
The full-time working week in DWP is 37 hours. You may be required to work at any time between the hours of: 7.45 am and 8:00 pm on any day between Monday to Friday, and 8.45 am to 5:00 pm on Saturday. Managers will agree working patterns with successful applicants within these business hours and review these as appropriate.
* Working pattern: Part time and job sharing working patterns within working hours are available 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 may be required to work full time for specific periods to complete and consolidate training.
To apply we will need:
* A completed Expression of Interest form (please email GFIE@cabinetoffice.gov.uk for a form)
* A copy of your CV
This should be sent via e-mail to GFIE@cabinetoffice.gov.uk
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