The role will involve a variety of activities which may include: Demonstratingstrongtelephony anddigital communication skills witha diverse range ofclaimants. Developingyourfacetofacecustomer interaction skills. Takingownership andworkingeffectively with colleagues acrossthe DWP organisation. Tailoring your approach to accommodate individual circumstancesand ensuring claimants receive the correctinformation or payment amount atthe right time. Building positive relationships with claimants, that encourage, motivateand build trust, by demonstrating empathy and compassion. Handlingsensitive and challenging situations with all claimants in a positive way. Following DWPpolicyand understand the impactonyourwork. Makingdecisions by examining the available facts and givingexplanations to claimants asrequired. Takingownership ofyour personaldevelopment by accessing digitallearning 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 supports their resolution. 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: Managing a Quality Service Communicating and Influencing Making Effective Decisions We only ask for evidence of these behaviours on your application form: Managing a Quality Service Benefits Alongside your salary of 26,337, Department for Work and Pensions contributes 7,629 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. DWP have a broad benefits package built around your work-life balance which includes: Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours. Generous annual leave at least 23 days on entry, increasing up to 30 days over time (prorata for part time employees), plus 9 days public and privilege leave. Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme. 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). Family friendly policies including enhanced maternity and shared parental leave pay after 1 years continuous service. 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. An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Womens Network, National Race Network, National Disability Network (THRIVE) and many more. Location Applicants should apply for suitable posts where they can travel to and from their home office location daily within a reasonable time. Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed. Hybrid Working This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post. Things you need to know Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours. Assessment Process Selection will be by a written sift, followed by an interview conducted live via MS Teams. Some need-to-know information How to Apply, Civil Service Careers (civil-service-careers.gov.uk) provides advice and tips onapplying for roles in the Civil Service Stages for applying Stage1 Complete eligibility section of the application form Stage 2 - If eligible, you will be invited to complete The Customer Service Skills Test After submission of the first stage of your application you will be invited to complete a 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 12/03/25 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. Our online test supplier will be performing scheduled maintenance between 4:00pm and 7:00pm on Saturday 1st March and Sunday 9th March. There will be up to 1 hour during this time where candidates will not be able to access tests. All online tests will be affected. Impact for candidates Candidates who are taking a test when the downtime starts will have their test paused. They will be able to pick up where they left off after the downtime. They can do this by accessing the test again from their application centre. Candidates will not be able to launch new tests during the downtime. Stage 3 - If you successfully pass the test, you will be invited to complete your application using one behaviour which will comprise of 250 words on: Level 1 Managing a Quality Service We recognise that AI may be helpful when applying for this role, but it is important to use it in the right way. Read our guide on how to make the best use of GenAI while ensuring your application remains authentic and effective. DWP AI Candidate Guide, Civil Service Careers Please note if high application volumes are received, we may choose to invite all those who pass the skills test straight to interview and dispense with the sift stage. We may also raise the benchmark required on the test score. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards. Stage 4 - The interview process: The interviews will be conducted via live MS Teams. This will consist of three behaviour based questions based on the three behaviours listed below which will last approximately 30 minutes. Managing a Quality Service Communicating and Influencing Making Effective Decisions To help you prepare and settle into the interview you will be sent the behaviour questions in advance of the interview, 5 days prior to your interview. These questions should be treated as confidential and should not be shared. The interview panel may ask you other questions which will not be shared in advance, including follow-up questions. Proposed Sift and interview dates: Sift Period From 13/03/25 (if required) Interviews 31/03/25 - 11/04/25 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. The reserve list may be used to offer future vacancies which arise across the wider DWP network. Any such offers would be made in strict merit order and the location and job role would be fully explained. 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. Candidates should 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. Please note that these vacancies are not currently eligible for Visa Sponsorship on the Skilled Worker route, even if relying on tradeable points (including the new entrant tradeable points option) as they do not satisfy the minimum salary hourly rate requirement. This information is offered as guidance only, and we recommend that applicants seek specialist advice on their eligibility for Visa Sponsorship (if applicable) when considering whether to apply for any role. Any move to DWPfrom 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.grscabinetoffice.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 applicants 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. 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.grscabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs. Complete the Reasonable Adjustments section in the Additional requirements 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 youre 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. Important 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. 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 candidates 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. 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. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .