About the Team
The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child
maintenance policy. We are the UK's biggest public service department and administer the
State Pension and a range of working age, disability and ill health benefits to around 20 million
claimants and customers.
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.
About the Job
As a Service Delivery Officer you will:
1. Support the front of house team and act as an effective first point of contact for claimants in Job centres, coaching claimants without an appointment appropriately and directing claimants to appropriate channels.
2. Provide excellent customer service and demonstrate strong face to face communication skills with a diverse range of claimants, some with very complex needs.
3. Encourage those claimants accessing Universal Credit (UC) to apply online and maintain their claims independently online where possible.
4. Offer appropriate support to claimants claiming Heritage benefits, encouraging ownership and claimant responsibility for their claim to prepare for how their benefit might change in the future.
5. Provide coaching support to claimants, signposting to an appropriate provider if necessary.
6. Build positive relationships with claimants that encourage, motivate and build trust by demonstrating empathy.
7. Handle sensitive and challenging situations with claimants.
8. Identify the right actions and interventions to best support UC claimants and refer to the work coach where appropriate.
9. Confidently use digital services, navigate and coach claimants to use digital job search methods i.e. job search websites, email, CV uploads and social media.
10. Take ownership of personal development by accessing digital learning and communications tools and in-context prompts.
11. Work effectively with Job centre, Service Centre and Benefit Delivery colleagues.
12. Escalate issues for resolution as necessary, while retaining ownership of the situation for the claimant.
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