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.
As part of the DWP Operational Delivery you will be at the heart of DWP’s front line operations helping to change people's 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 understanding 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.
Candidates who meet the GFIE criteria are guaranteed an informal conversation with DWP about their suitability for the role.
Informal conversations with candidates are expected to take place in March and it is hoped that successful candidates start in June/July 2025 following successful security checks.
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