Burnley
Job Summary
The Department for Work and Pensions (DWP) is the UK’s biggest public service department, it administers a range of working age, pension age, disability and ill health benefits to around 18 million claimants and customers.
The Universal Credit Complaints Resolution Managers are part of DWP complaints model, they have a key role in adhering to DWP complaint processes and providing a first class service to customers.
Effective complaint handling plays an integral part in both Universal Credit and the wider DWP, allowing the Department to understand the issues faced by customers and what needs to be done to improve the organisation.
Job Description
Do you have a passion for delivering excellent customer service? Would you be interested in helping to shape and support the way DWP resolve complaints? If your answer to the above questions is yes, then this may be the ideal role for you.
We are looking for people who are keen to develop themselves, build on their existing skills and experience, who are keen to learn new things and have an inherent desire to put the customer at the heart of what they do.
This is a fast paced role which involves primarily dealing with our customers and MPs over the phone, agreeing resolution plans, drafting clear, concise, accurate complaint responses. As such, having excellent communication skills, both verbal and written is a crucial part of the role. As a Complaints Resolution Manager, you will work closely with operational colleagues and external stakeholders.
The DWP complaints process is one which continues to evolve, and Complaint Resolution Managers have a key role in helping to drive forward this evolution whilst continuing to provide an excellent service to customers and stakeholders alike.
Person Specification
An ideal candidate will be able to evidence the following Essential Criteria within their personal statement:
* Strong communication skills, with a proven ability of delivering excellent customer service verbally and in writing (Lead Criteria).
* Sound and confident decision making with the ability to work accurately and effectively against deadlines.
* The ability to support the wider team, displaying flexibility to reach a resolution within deadlines.
* The ability to build, manage and maintain key trusting relationships and credibility with a range of colleagues and stakeholders.
Desirable Criteria
* Experience of working in a complaint’s environment or similar.
* Experience of Universal Credit and the ability to interrogate the system, identify trends and understand learning required.
Behaviours
We'll assess you against these behaviours during the selection process:
* Leadership
* Managing a Quality Service
* Communicating and Influencing
* Making Effective Decisions
Selection Process Details
This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.
As part of the application process you will be asked to provide an anonymised CV, your employment history and complete a personal statement of no more than 1000 words.
Stage 1: Application & Sift
CV
The CV is an online tool accessed through the Civil Service Jobsite and there is no requirement to upload your personal CV. Our CV element is short and allows an initial check of eligibility. This will be for information purposes only and will not be scored. Therefore, please put the main content of your evidence and skills in your Personal Statement.
Personal Statement
To apply you will need to submit a Personal Statement of no more than 1,000 words to display your skills, experience and knowledge against the key criteria.
When completing your personal statement, please read and understand the Key Criteria 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 criteria, but please ensure you evidence: the key personal requirements and what have you done that relates to the requirements. You don’t 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.
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.
If successful and transferring from another Government Department a criminal record check may be carried out.
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.
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. #J-18808-Ljbffr