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�s front line operations helping to change people 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:
1. Demonstrating�strong�telephony and�digital communication skills with�a diverse range of�claimants.
2. Developing�your�face-to-face�customer interaction skills.
3. Taking�ownership and�working�effectively with colleagues across�the DWP organisation.
4. Tailoring your approach to accommodate individual circumstances�and ensuring claimants receive the correct�information or payment amount at�the right time.
5. Building positive relationships with claimants, that encourage, motivate�and build trust, by demonstrating empathy and compassion.
6. Handling�sensitive and challenging situations with all claimants in a positive way.
7. Following DWP�policy�and understand the impact�on�your�work.
8. Making�decisions by examining the available facts and giving�explanations to claimants as�required.
9. Taking�ownership of�your personal�development by accessing digital�learning and communications tools.
Person specification
To be successful in this role you will need:
10. To be competent in delivering a quality service to a diverse claimant base via face to face and telephony interactions.
11. To undertake self-serve learning to meet requirements of the role and enhance your digital confidence.
12. The ability to work flexibly to meet changing priorities, managing a diverse workload.
13. Be able to confidently tailor the service to meet the needs of the individual.
14. To act on feedback to enhance quality of service delivery.
15. To take ownership of complaints and supports their resolution.
16. To be able to provide support where appropriate to claimants who require assistance
Behaviours
We'll assess you against these behaviours during the selection process:
17. Managing a Quality Service
18. Communicating and Influencing
19. Making Effective Decisions
We only ask for evidence of these behaviours on your application form:
20. Managing a Quality Service
Benefits
Alongside your salary of �27,215, Department for Work and Pensions contributes �7,884 towards you being a member of the Civil Service Defined Benefit Pension scheme.
We also have a broad benefits package built around your work-life balance which includes:
21. Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
22. Generous annual leave � at least 23 days on entry, increasing up to 30 days over time (pro�rata for part time employees), plus 9 days public and privilege leave.
23. Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
24. Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
25. Family friendly policies including enhanced maternity and shared parental leave pay after 1 year�s continuous service.
26. Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
27. An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women�s Network, National Race Network, National Disability Network (THRIVE) and many more.