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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 work environment with potential for career growth.
The predicted salary is between 29722 - 29722 £ per year.
Eligibility
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.
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 - West Ealing 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 - West Ealing
✨Tip Number 1
Network like a pro! Reach out to your connections, especially those in the DWP or similar sectors. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service and digital skills. We recommend role-playing with a friend to boost your confidence and get comfortable with your responses.
✨Tip Number 3
Showcase your empathy and communication skills during interviews. Share examples of how you've helped others, especially in challenging situations, to demonstrate you're the right fit for the DWP's mission.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the latest roles and updates there, so keep checking back!
We think you need these skills to ace GFIE 484 - DWP Operational Delivery - West Ealing
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 our mission.
Showcase Your Customer Service Skills: Since this role is all about providing excellent customer service, be sure to include examples of how you've successfully interacted with diverse groups. We love seeing real-life scenarios where you've made a difference!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make it easy for us to see why you're a great fit for the team.
Apply Through Our Website: Don’t forget to submit your application through our official website! It’s the best way to ensure we receive your details and can consider you for this exciting opportunity.
How to prepare for a job interview at Going Forward into Employment
✨Know Your Role
Make sure you understand the specifics of the Operational Delivery role at DWP. Familiarise yourself with Universal Credit and how it impacts claimants. This will help you answer questions confidently and show your genuine interest in the position.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've provided excellent customer service, especially in challenging situations. Highlight your ability to communicate effectively with diverse individuals, as this is crucial for the role.
✨Demonstrate Digital Confidence
Since the role involves encouraging claimants to use digital services, be ready to discuss your own digital skills. Share any experiences where you've helped others navigate online platforms or tools, showcasing your coaching abilities.
✨Empathy is Key
DWP deals with a wide range of claimants, some with complex needs. Prepare to discuss how you would handle sensitive situations with empathy and understanding. This will demonstrate your ability to build trust and rapport with claimants.