At a Glance
- Tasks: Provide excellent customer service through inbound and outbound telephone contact.
- Company: Join the DWP, one of the largest organisations in the UK.
- Benefits: Competitive salary, permanent contract, and opportunities for personal development.
- Other info: Fast-paced environment with potential for career progression.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: Passion for customer service and ability to handle challenging calls.
The predicted salary is between 28000 - 35000 £ per year.
Employer: Government Recruitment Service
Location:
Pay: £27,866 per year
Contract Type: Permanent
Hours: Full time
Disability Confident: Yes
Closing Date: 27/06/2026
About this job
Are you passionate about people? Do you pride yourself on delivering excellent customer service? Do you want a career with real development opportunities? Yes. Then our Operational Delivery Professional roles could be for you.
Retirement Services is the part of DWP that deals with claims for State Pension and a range of other benefits for people of retirement age and those with caring responsibilities. This is a fantastic opportunity to be part of a fast moving and critical area of public service delivery. Retirement Services is a service delivery organisation with customers, quality and service at the heart of what we do. As part of one of the biggest organisations in the UK, there are fantastic opportunities to develop and progress and we'd love to hear from you if this is somewhere where you could make a difference.
The roles will be based in Swansea, Unit1&2, 1-4 Waterside Business Park, Llansamlet, Swansea, SA6 8AH.
What you will do:
- These are telephony-focused roles in our busy Service Centre. As part of a supportive and welcoming team, you will provide excellent customer service, primarily through inbound and outbound telephone contact.
- The roles are fast-paced, rewarding and central to supporting our customers across the UK.
- While you will occasionally support customers digitally, the core and essential requirement of the Operational Delivery Professional role is telephony work.
- This involves spending the majority of your working day handling telephone calls while using a headset, managing conversations professionally, and resolving customer queries in real time.
- There are no alternative non-telephony deployment options within this role.
- Our telephone lines are currently open from 8am to 6pm, Monday to Friday. This is subject to change; the working hours may be extended and also include Saturday working in the future depending on business need.
Your daily responsibilities will include:
- Making and receiving telephone calls while addressing queries and progressing new/existing benefit claims (multi-tasking).
- Taking ownership of cases, working with colleagues across DWP to ensure queries are resolved, benefit payment amounts are correct and paid on time.
- Handling sensitive and sometimes challenging telephone calls, in a positive, compassionate and professional manner.
- Ensuring all information provided to customers is accurate, timely and easy to understand.
- Making decisions by examining the available facts, adhering to current guidance.
- Taking responsibility for personal development by keeping up to date with DWP policies and accessing appropriate learning.
Proud member of the Disability Confident employer scheme
Operational Delivery Professional - Swansea employer: Career Choices Dewis Gyrfa Ltd
As a proud member of the Disability Confident employer scheme, the Government Recruitment Service offers a supportive and inclusive work environment in Swansea, where employees are encouraged to thrive and develop their careers. With a focus on delivering exceptional customer service within the Retirement Services sector, you will find meaningful work that directly impacts the lives of individuals across the UK. The company prioritises employee growth through continuous learning opportunities and fosters a collaborative culture that values teamwork and compassion.
Contact Details:
Career Choices Dewis Gyrfa Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Operational Delivery Professional - Swansea
✨Dive into Local Government Events
Get yourself to local government events and public sector job fairs. These are great for meeting recruiters and understanding what different organisations, like Career Choices Dewis Gyrfa Ltd, are looking for. Plus, it shows your genuine interest in the sector!
✨Join Relevant Networks
Look for communities focused on public sector careers. Whether it’s local networking groups or online forums, connecting with professionals in the field can provide insider knowledge and opportunities that you won’t find on typical job boards.
✨Utilise Your University’s Resources
If you’re freshly graduated or still studying, make the most of your university's careers service. They often have exclusive partnerships with companies like Career Choices Dewis Gyrfa Ltd and can help you get your foot in the door for these full-time public sector roles.
✨Stay Updated with Government Initiatives
Keep your finger on the pulse regarding new government projects and policies. Understanding current initiatives can give you a leg up in interviews, showing that you are informed and genuinely interested in making a difference in the public sector.
We think you need these skills to ace Operational Delivery Professional - Swansea
Some tips for your application 🫡
Highlight Relevant Experience:In the public sector, having experience in community engagement, policy analysis, or project management stands out. Make sure to showcase any previous roles or volunteer work that reflects your understanding of public service values and how they've shaped your career path.
Showcase Your Knowledge of the Sector:When you’re applying for a government role, it’s crucial to demonstrate your understanding of the current political landscape and public policies. Consider including articles you've written or relevant projects that underline your capability to engage with these concepts effectively.
Tailor Your CV to Reflect Core Competencies:Government positions often require a clear demonstration of competencies such as communication, teamwork, and problem-solving. Try to structure your CV to highlight these skills, using specific examples of how you’ve applied them in past experiences, ideally with quantifiable outcomes where possible.
Craft a Compelling Cover Letter:Your cover letter is your chance to tell your story and convey your passion for public service. Discuss why you want to work for Career Choices Dewis Gyrfa Ltd and how your values align with their mission. Be genuine and let your enthusiasm shine through—this can really set you apart from other candidates.
How to prepare for a job interview at Career Choices Dewis Gyrfa Ltd
✨Get to Know Public Sector Values
Before your interview with Career Choices Dewis Gyrfa Ltd, dig deep into their mission and values, especially how they align with public service and community impact. Understand the key policies or initiatives they are involved in – you’ll want to show that you genuinely care about serving the community.
✨Brush Up on Regulatory Knowledge
Brush up on the regulations, laws, and compliance standards relevant to the role you’re applying for. Since this is the government and public sector, they might throw technical questions related to policy frameworks or project management best practices that you'll need to navigate day-to-day.
✨Highlight Teamwork and Collaboration
The government sector thrives on collaboration. Be ready to discuss how you've successfully worked in diverse teams or involved stakeholders in your projects. Show us how you bring people together to get a common goal achieved – that's what public service is all about!
✨Prepare Real-Life Examples
Craft a few STAR (Situation, Task, Action, Result) stories that demonstrate your experience in similar roles. Whether it’s a project that made a difference in the community or a challenging situation you managed, be ready to express how your skills and experiences make you a valuable asset for Career Choices Dewis Gyrfa Ltd.
