Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide excellent customer service and support claimants with diverse needs.
- Company: Join the Department for Work and Pensions, the UK's largest public service department.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional development.
- Why this job: Make a real difference in people's lives while gaining valuable experience.
- Qualifications: Strong communication skills and a passion for helping others.
- Other info: Dynamic role with potential for career growth and job satisfaction.
The predicted salary is between 29722 - 29722 £ per year.
Eligibility
This role at Department for Work and Pensions (DWP) is available to people who served in the Armed Forces, or be in your 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.
About the job
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. The 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.
Job summary
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 to prepare 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 i.e. 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. Ability to work flexibly to meet changing priorities, managing a diverse workload. Be able to 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. Be able to provide support where appropriate to claimants who require assistance.
Organisation: Department for Work and Pensions (DWP)
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 the hours of: 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 working patterns within working hours are available but must meet business needs. We will do our best to let people with existing part time contracts retain their contracted hours provided they are in line with current business needs. Please note that successful part time and job share candidates may be required to work full time for specific periods to complete and consolidate training.
GFIE 484 - DWP Operational Delivery - London Hackney 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 - London Hackney
✨Tip Number 1
Get to know the DWP and its mission! Understanding their values and how they serve the community will help you connect with interviewers. Show them you’re not just looking for a job, but that you genuinely want to contribute to their goals.
✨Tip Number 2
Practice your face-to-face communication skills. Since you'll be dealing with a diverse range of claimants, being able to communicate clearly and empathetically is key. Role-play with friends or family to build your confidence!
✨Tip Number 3
Brush up on your digital skills! Familiarise yourself with online job search methods and digital services. The DWP is moving towards more digital interactions, so being tech-savvy will definitely give you an edge.
✨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 you’re proactive and serious about landing this role with the DWP.
We think you need these skills to ace GFIE 484 - DWP Operational Delivery - London Hackney
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. We want to see how you can bring your unique background to the DWP and contribute to delivering excellent customer service.
Showcase Your Communication Skills: Since this role involves face-to-face interactions with a diverse range of claimants, it's crucial to demonstrate your strong communication abilities. Use examples from your past experiences where you've successfully engaged with people, especially in challenging situations.
Emphasise Digital Confidence: As the DWP is moving towards digital services, make sure to highlight your comfort with technology. Share any experiences where you've helped others navigate online systems or tools, as this will show us you're ready to support claimants in managing their benefits online.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. This way, you can ensure that your application reaches the right team and stands out in the best possible way!
How to prepare for a job interview at Going Forward into Employment
✨Know Your Stuff
Familiarise yourself with the Department for Work and Pensions (DWP) and its services, especially Universal Credit. Understand the role's responsibilities and how they contribute to delivering excellent customer service. This knowledge will help you answer questions confidently and show your genuine interest in the position.
✨Showcase Your Communication Skills
Since this role involves face-to-face interactions with a diverse range of claimants, practice articulating your thoughts clearly and empathetically. Prepare examples from your past experiences where you've successfully communicated with individuals facing challenges, demonstrating your ability to build trust and rapport.
✨Emphasise Digital Competence
As the role requires coaching claimants on digital services, be ready to discuss your own digital skills. Share specific instances where you've used technology effectively, whether in previous jobs or personal projects. Highlight your ability to guide others in using online platforms, as this will be crucial for the role.
✨Prepare for Challenging Situations
Think about how you would handle sensitive or difficult situations with claimants. Prepare scenarios where you've dealt with conflict or provided support to someone in need. This will demonstrate your problem-solving skills and your capacity to remain calm under pressure, which is essential for this role.