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- Tasks: Provide excellent customer service and support claimants in managing their benefits online.
- Company: Join the Department for Work and Pensions, the UK's largest public service department.
- Benefits: Competitive salary, learning opportunities, and a supportive buddy system.
- Why this job: Make a real difference in people's lives while developing valuable skills.
- Qualifications: Experience in customer service and strong communication skills required.
- Other info: Flexible working patterns available to suit your needs.
The predicted salary is between 29722 - 29722 £ per year.
This role at the Department for Work and Pensions (DWP) is available to people who served in the Armed Forces, or are in their resettlement period and due to leave the Armed Forces within a reasonable time frame, or Military Spouse/Partner: Your current partner must still be serving or was discharged within the last 12 months.
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.
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.
Job Details:
- Organisation: The Department for Work and Pensions (DWP)
- Job Grade: Administrative Officer (AO)
- Positions available: 5 (1 per location)
- Salary: Pay Zone Inner London for the London roles and Outer London for the Hertfordshire and Essex roles. Outer London £29,722 Inner London £29,722
- Location: Canning Town, West Ealing, London Hackney, Hertfordshire & Essex
- Contract Length: 18 months
- Hours: The full-time working week in DWP is 37 hours. You may be required to work at any time between 7.45 am and 8.00 pm on any day between Monday to Friday, and 8.45 am to 5.00 pm on Saturday. Managers will agree working patterns with successful applicants within these business hours and review these as appropriate. Working pattern: Part time and job sharing are available but must meet business needs. Successful part-time and job-share candidates may be required to work full time for specific periods to complete and consolidate training.
Job summary:
The Department for Work and Pensions (DWP) is looking for dedicated individuals to fill key Service Delivery and Administrative Officer roles within the Universal Credit (UC) directorate. Based in our Jobcentres, you will be instrumental in delivering our services and working as part of a team to provide the best possible customer experience. Universal Credit replaces six working-age benefits and provides claimants with an online account to manage every aspect of their claim. In this role, you will act as an effective first point of contact for the front of house team, supporting the DWP's aim to make digital the primary contact channel for all claimant services. You will encounter a diverse claimant base with a broad range of circumstances, including those with health conditions, complex needs, or a lack of digital skills.
Job description:
- Provide excellent customer service and demonstrate strong face-to-face communication skills with a diverse range of claimants, some with very complex needs.
- Encourage those claimants accessing UC to apply online and maintain their claims independently online where possible.
- Offer appropriate support to claimants claiming benefits, encouraging ownership and claimant responsibility for their claim in preparation for how their benefit might change in the future.
- Provide coaching support to claimants, signposting to an appropriate provider if necessary.
- Build positive relationships with claimants that encourage, motivate and build trust by demonstrating empathy.
- Have the ability to handle sensitive and challenging situations with claimants.
- Identify the right actions and interventions to best support UC claimants and refer to the work coach where appropriate.
- Confidently use digital services, navigate and coach claimants to use digital job search methods such as job search websites, email, CV uploads and social media.
Person specification:
- Be competent in delivering a quality service to a diverse claimant base.
- Undertake self-serve learning to meet requirements of the role and enhance your digital confidence.
- Work flexibly to meet changing priorities, managing a diverse workload.
- Confidently tailor the service to meet the needs of the individual.
- Act on feedback to enhance quality of service delivery.
- Take ownership of complaints and support their resolution.
- Provide support where appropriate to claimants who require assistance.
GFIE 484 - DWP Operational Delivery - Canning Town employer: Going Forward into Employment
Contact Detail:
Going Forward into Employment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land GFIE 484 - DWP Operational Delivery - Canning Town
✨Tip Number 1
Get to know the DWP inside out! Research their values, mission, and the specific services they provide. This will help you tailor your approach during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your face-to-face communication skills. Since you'll be dealing with a diverse range of claimants, role-playing different scenarios with friends or family can help you feel more confident and prepared for real-life situations.
✨Tip Number 3
Network like a pro! Connect with current DWP employees on LinkedIn or attend relevant events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you're proactive and serious about joining the DWP team.
We think you need these skills to ace GFIE 484 - DWP Operational Delivery - Canning Town
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role at DWP. Use keywords from the job description to show that you understand what they’re looking for.
Showcase Your Customer Service Skills: Since this role is all about providing excellent customer service, share specific examples of how you've successfully helped customers in the past. This will demonstrate your ability to handle diverse situations and build trust with claimants.
Be Clear and Concise: Keep your application straightforward and to the point. Avoid jargon and make sure your writing is easy to read. This shows that you can communicate effectively, which is key for the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people. Plus, it’s super easy to navigate!
How to prepare for a job interview at Going Forward into Employment
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the responsibilities of the Operational Delivery role at DWP. Familiarise yourself with Universal Credit and how it impacts claimants. This knowledge will help you answer questions confidently and show your genuine interest in the position.
✨Showcase Your Customer Service Skills
Since this role involves providing excellent customer service, prepare examples from your past experiences where you've successfully dealt with diverse individuals or challenging situations. Highlight your ability to empathise and build trust, as these are key qualities for the role.
✨Demonstrate Digital Confidence
As the role requires coaching claimants on digital services, be ready to discuss your own digital skills. Share any experiences where you've helped others navigate online platforms or tools. This will show that you're not only tech-savvy but also capable of supporting others in their digital journey.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, training opportunities, and how success is measured in the role. This shows that you're engaged and serious about making a positive impact within the DWP.