This role at The Department for Work and Pensions (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.
We want you to join us, learn new skills and bring your experience to our organisation. We believe that everyone has the potential to make a difference, and we want to ensure that all our staff are equipped with the knowledge and skills to do so. As part of your employment, you will have access to a range of learning and development, and a buddy who can help you to understand the Civil Service and enable you to make the most of the opportunities it offers.
Job summary
These are key telephony and benefit processing roles. We are looking for people who have a positive attitude, a desire for public service and want to make a difference, helping to change people’s lives in our communities from around 20 million plus customer base.
We welcome applications from candidates who can actively seek to resolve customer queries at the first point of contact where possible and use your brilliant communication skills to handle sometimes complex yet rewarding conversations.
What you will do
1. Provide exemplary customer service to all our customers, primarily through telephony, taking time to explain complex issues.
2. Use digital channels confidently to process benefit claims, ensuring we deliver the right outcomes for customers, in line with expectations.
3. Take ownership and work effectively with colleagues across DWP to ensure we provide a quality service for customers.
4. Tailor your approach to accommodate individual circumstances and ensure customers receive the correct payment amount, at the right time.
5. Build positive relationships with customers that encourage, motivate, and build trust by demonstrating empathy and compassion.
6. Handle sensitive, and sometimes challenging and difficult situations with all customers in a positive way.
7. Be aware of DWP policy and its impact on cases.
8. Make decisions by examining the available facts, adhering to current guidance.
9. Provide explanations to customers as required.
10. Take ownership of personal development by accessing digital learning and communication tools.
'A day in the life of a Carers Allowance Administrative Officer
As a Carers Allowance AO, the most important part of our role is to process new claims to benefit, action changes in circumstances and ensure our customers are paid correctly and on time.
Our customers look after people with a severe disability and, therefore, can be some of the most vulnerable members of the public. We approach each case with understanding and empathy and delivering a good service is our number one goal.
We action our new claims in date order where possible, to be fair and consistent to each of our new claimants.
As AO’s our job is to use the information provided on the claim form to make a decision on the eligibility for Carers Allowance. In many instances further information gathering is required and we always strive to obtain this information directly from the customer, over the phone in the first instance. We aim to deal with any changes in circumstances as quickly and efficiently as possible, to avoid any disruption to the customer. We review our workload daily, taking responsibility for the age profile of our outstanding work to ensure we are working in the most efficient way possible.
We work flexibly to meet changing priorities and to ensure we are consistently delivering a quality service.
We work closely with stakeholders and other benefit providers to make sure our decisions and payments are accurate and on time.
To improve and progress, we can take advantage of the many opportunities that arise within our business, by seeking opportunities to continuously improve ourselves and our working practices. We confidently demonstrate an enthusiasm to drive our own performance and take ownership of our personal development by accessing the digital learning and support channels that are available.
We undertake regular training and upskilling to ensure we are aware of all DWP Policies and Procedures that are relevant to our role, including adhering to Standards of Behaviour.
Additional Information:
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.
Security Clearance Level:
Baseline Personnel Security Standard (BPSS)
How to Apply:
To apply we will need:
● A completed Expression of Interest form - Please request from GFIE@cabinetoffice.gov.uk
● A copy of your CV
Candidates who meet the GFIE criteria are guaranteed an informal conversation with DWP about their suitability for the role.
Informal conversations with candidates are expected to take place in March and it is hoped that successful candidates start in June/July 2025 following successful security checks.
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