Using your communication skills, you'll support a diverse range of claimants by providing advice and guidance on our benefits services through inbound call handling and over email. You'll build positive, trust-based relationships with claimants handling sensitive and challenging conversations with empathy, understanding and positivity. You'll be responsible for making decisions, based on the available facts, whilst providing explanations to claimants to reduce anxiety and ensuring they receive accurate advice. You'll focus on providing the right solution for each claimant, ensuring they receive the correct payment amount at the right time. You'll manage cases by working with colleagues across UC and DWP, supporting claimants in their journey towards work. We'll help you build an awareness of labour market policy, and its impact on claimants' conditionality requirements. You'll be able to take ownership of your professional development, with a suite of digital learning and communications resources available to you. Therefore, you should be aware that when your FTA at DWP comes to an end, your employment in the Civil Service will end, unless: An extension to your FTA position has been agreed by DWP. A conversion to permanent status has been agreed by DWP. You are successfully redeployed into a suitable alternative post. Extensions, conversions to permanent status and finding a suitable alternative role cannot be guaranteed at the end of the fixed term. Therefore, you must be aware of the risk associated with your accepting a new FTA contract with DWP, rather than transferring on loan. Please note these roles are 12-month Fixed Term Appointments only and are due to finish in December 2025 and the business rationale is: Temporary increase in work DWP is hiring Administrative Officers to join our growing Universal Credit (UC) team. You'll play an important role in helping us to deliver vital services to UK Citizens. As part of a supportive team, you'll help us deliver an excellent customer experience to the people we advise and support. These jobs are based in our Wolverhampton and Dudley Universal Credit Service Centres. This is a customer facing role, working with claimants who are adapting to significant change in the way they receive their benefits as they Move to Universal Credit. Over the phone and via email on DWP portals, you'll help us ensure the best outcomes for all our claimants.