These are key telephony and benefit processing roles. We are looking for people who have a positive attitude, a desire for public service and want to make a difference, helping to change people’s lives in our communities from around 20 million plus customer base.
We welcome applications from candidates who can actively seek to resolve customer queries at the first point of contact where possible and use your brilliant communication skills to handle sometimes complex yet rewarding conversations.
Selection for appointment to the Civil Service is on merit, on the basis of fair and open competition, as outlined in the Civil Service Commission's Recruitment Principles here.
Successful candidates will be posted in merit order.
Dependent on your position on the merit list, DWP may offer you a role at an alternative advertised location. If we are unable to offer you a role in Motherwell, and you are unable to accept a role at an alternative advertised location, we will add you to the reserve list if one is being held.
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 considered. 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.
Please be aware that this role can only be worked in the UK and not overseas.
Relocation costs will not be reimbursed.
Provide exemplary customer service to all our customers, primarily through telephony, taking time to explain complex issues.
Use digital channels confidently to process benefit claims, ensuring we deliver the right outcomes for customers, in line with expectations.
Take ownership and work effectively with colleagues across DWP to ensure we provide a quality service for customers.
Tailor your approach to accommodate individual circumstances and ensure customers receive the correct payment amount, at the right time.
Build positive relationships with customers that encourage, motivate, and build trust by demonstrating empathy and compassion.
Handle sensitive, and sometimes challenging and difficult situations with all customers in a positive way.
Be aware of DWP policy and its impact on cases.
Make decisions by examining the available facts, adhering to current guidance.
Provide explanations to customers as required.
Take ownership of personal development by accessing digital learning and communication tools
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .