Administrative Officers - DWP

DWP are looking to fill Administrative Officer roles in DWP, Work and Health, Working Age. These are key roles for people who have a positive attitude, a desire for public service and want to make a difference to people's lives. As part of the DWP Operational Delivery you will be at the heart of DWP's front line operations helping to change people lives in our communities from around the 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 with customers, some of whom are vulnerable, working in a fast-paced environment. This is a customer facing role, working with customers over the phone using DWP systems, you will help us ensure the best outcomes for all our claimants. You will be taking phone calls and giving advice, explanations, guidance and reassurance to customers through any changes in their circumstances, and doing the administrative work related to these changes. The Welsh Language is a desirable skill for all vacancies in advertised Wales. Your responsibilities will include, but not be limited to:-

• To competently use the telephone as this is the primary means of customer contact through inbound and outbound calls.
• To help and support our diverse group of customers by delivering a quality service, communicating clearly and effectively, providing accurate information, influencing and negotiating to successfully resolve queries and/or action any changes to their personal circumstances in what can be difficult and sensitive situations.
• Take personal accountability for every customer/stakeholder you have contact with.
• Consider each customer's case as a whole, making the right decisions at the right time.
• Give clear and explainable reasons for your decisions.
• Be polite and professional, treating customers with respect.
• Adapting your behaviour to meet the needs of our diverse customers. Maintaining clerical and electronic records.
• To listen, be honest, be empathetic and compassionate and always remain composed and professional in what can sometimes be a challenging environment.
• To protect Departmental and our customer's personal information adhering to all security policies and procedures.
• To ensure that all actions required to maintain the claimant's digital account are completed promptly and accurately.
• To work on your own and collaboratively, effectively, and flexibly within a team and contribute towards team expectations.
• Take responsibility for your own development to improve competency and skills, supporting and coaching others to do the same.
• Use a range of computer systems, telephony, and digital platforms. at the same time.
  
  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.