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For Companies At a Glance
- Tasks: Provide excellent customer service and support claimants with diverse needs.
- Company: Join the UK's largest public service department, DWP.
- Benefits: Competitive salary and opportunities for personal growth.
- Other info: Flexible working environment with a focus on digital services.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Strong communication skills and ability to handle diverse situations.
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 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.
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.
GFIE 484 - DWP Operational Delivery - Waltham Cross 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 - Waltham Cross
✨Tip Number 1
Get to know the DWP inside out! Familiarise yourself with their services and values. This way, when you walk into that interview, you can show them you’re not just another candidate but someone who genuinely understands their mission.
✨Tip Number 2
Practice your face-to-face communication skills. Role-play with a friend or family member to get comfortable discussing how you would handle diverse claimants and complex situations. The more you practice, the more confident you'll feel!
✨Tip Number 3
Show off your digital skills! Be ready to discuss how you’ve used online tools in the past. Whether it’s job search websites or social media, make sure you can demonstrate your ability to navigate these platforms effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage with us directly.
We think you need these skills to ace GFIE 484 - DWP Operational Delivery - Waltham Cross
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. We want to see how you can bring your unique background to the table, especially if you have experience in customer service or working with diverse groups.
Showcase Your Communication Skills: Since this role involves a lot of face-to-face interaction, it's crucial to demonstrate your strong communication abilities. Use examples from your past experiences where you've successfully engaged with customers or handled challenging situations.
Emphasise Digital Confidence: As you'll be encouraging claimants to use digital services, make sure to highlight your own digital skills. We want to know how comfortable you are with technology and how you've helped others navigate online platforms in the past.
Apply Through Our Website: Don't forget to submit your application through our official website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team at DWP.
How to prepare for a job interview at Going Forward into Employment
✨Know Your Stuff
Make sure you understand the role and the DWP's mission. Familiarise yourself with Universal Credit and how it impacts claimants. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role involves face-to-face interaction with a diverse range of claimants, practice your communication skills. Think about examples where you've successfully helped someone or resolved a challenging situation. Be ready to demonstrate empathy and understanding during the interview.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about how you would handle sensitive situations with claimants, especially those with complex needs. Prepare specific examples from your past experiences that highlight your ability to support and motivate others.
✨Emphasise Your Digital Skills
As the role requires coaching claimants on digital services, be prepared to discuss your own digital skills. Share any experiences where you've used technology to improve service delivery or helped others navigate online systems. This will show that you're equipped to encourage claimants to manage their claims independently.