At a Glance
- Tasks: Provide excellent customer service and support to diverse claimants with complex needs.
- Company: Join the Department for Work and Pensions, the UK's largest public service department.
- Benefits: Competitive salary, flexible working hours, and access to learning and development opportunities.
- Other info: Dynamic role with opportunities for career growth and personal development.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Strong communication skills and ability to handle sensitive situations with empathy.
The predicted salary is between 22000 - 25272 £ per year.
About the job
This role at The Department for Work and Pensions (DWP) is available to people who served in the Armed Forces, or are in your resettlement period and due to leave the Armed Forces within a reasonable time frame, or are 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 description
To be successful in this role you will:
- 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, sign‑posting 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.
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.
Job details
- Organisation – The Department for Work and Pensions (DWP)
- Job Grade – AO
- Positions available – 8
- Salary – Pay Zone Inner London for London roles and Outer London for Hertfordshire and Essex roles. AO National £27,866*, SLPZ £27,866*, Outer London £29,722, Inner London £29,722. *Increased in line with NLW effective 1 April 2026
- Location – Bristol co‑location, Bristol City Council, 100 Temple Street, BRISTOL, Southwest BS1 6AG; Camberley Surrey Borough Council, Surrey Heath House, Knoll Road, CAMBERLEY, Surrey GU15 3HD; Gloucester Cedar House, Spa Road, GLOUCESTER, Gloucestershire GL1 1XL; Maidenhead JCP, 3 Park Street, MAIDENHEAD, Berkshire SL6 1SP; Staines JCP, 62 London Road, STAINES, Greater London TW18 4HB; Swindon JCP, Spring Gardens House, Princes Street, SWINDON, Wiltshire SN1 2HY
- Contract Length – 18 months
- Hours – 37 hours per week. Working pattern may include flexible hours between 7:45 am and 8:00 pm weekdays, and 8:45 am to 5:00 pm Saturday. Managers will agree working patterns with successful applicants within business hours and review as appropriate.
GFIE- 494- Service Delivery - Administrative Officer - Multiple Locations employer: Going Forward into Employment
The Department for Work and Pensions (DWP) is an exceptional employer that values the unique experiences of those who have served in the Armed Forces, offering a supportive work environment where you can develop new skills and make a meaningful impact on the lives of millions. With access to comprehensive learning and development opportunities, a dedicated buddy system, and a commitment to fostering a culture of empathy and trust, DWP empowers its employees to thrive while serving a diverse claimant base across multiple locations. Join us in delivering vital public services and enjoy the benefits of flexible working patterns and a collaborative team atmosphere.
Contact Details:
Going Forward into Employment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land GFIE- 494- Service Delivery - Administrative Officer - Multiple Locations
✨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 Going Forward into Employment, 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 Going Forward into Employment 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 GFIE- 494- Service Delivery - Administrative Officer - Multiple Locations
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 Going Forward into Employment 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 Going Forward into Employment
✨Get to Know Public Sector Values
Before your interview with Going Forward into Employment, 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 Going Forward into Employment.
