Administration Officer – Department for work and Pensions, Decision Making (Fixed Term Appointm[...]

Department for Work and Pensions (DWP); Dundee; Hybrid; GBP 27,000; Part time

Job summary

The Department for Work and Pensions is recruiting 80 Administration Officers for various locations, including Dundee. Successful candidates will support claimants through excellent customer service and effective decision-making, contributing positively to the public service sector. The role offers fixed-term appointments up to 12 months, alongside a robust benefits package including a salary of £26,770.

Benefits

Generous annual leave

Financial wellbeing support

Health and wellbeing support

Learning and development opportunities

Diverse and inclusive environment

Qualifications

• Able to gather and understand complex information.
• Highly effective in verbal and written communication.
• Demonstrates exceptional skills in customer service.

Responsibilities

• Provide excellent customer service to claimants.
• Encourage claimants to manage their claims online.
• Build trust-based relationships with clients.

Skills

Effective decision-making

Excellent communication

Exceptional customer service

Quality service

Tools

Microsoft Word

Microsoft Outlook

Microsoft Excel

Job description

Administration Officer – Department for work and Pensions, Decision Making (Fixed Term Appointment up to 12 months)

Administration Officer – Department for work and Pensions, Decision Making (Fixed Term Appointment up to 12 months)

Dundee, Falkirk, Leeds, Pontypridd, Stockport

Job Summary

We are looking to fill Admin Officer roles in DWP, Work and Health Decision Making Directorate, Decision Making. These are key roles for people who have a positive attitude, a desire for public service and want to make a difference to people’s lives.

We welcome applications from candidates who demonstrate they have the right influencing and communicating skills to be responsive to the needs of a diverse group of customers, an ability to understand complex information and can make the right decision at the right time.

Successful candidates will be posted to a specific Admin Officer role. Standard promotion rules will apply, and successful candidates will be placed on the pay scale and terms and conditions of DWP.

In this role, you may also be required to undertake a work-based qualification e.g. an Apprenticeship, that will support you in further developing your professional knowledge and skills for this role/future career development. The qualification can be undertaken in work time.

DWP is looking to fill 80 Administrative Officer roles in Decision Making across various locations.

The roles available will be based in Dundee, Falkirk ,Leeds, Pontypridd and Dundee.

You will be asked for your preferences for up to 3 locations, these will tell us where you would prefer to work if you are successful. Please do not select a location unless you are prepared to accept a role in that location.

If successful, you will be required to work full-time in the office during the training period for this role. Hybrid working arrangements will resume once training is completed.

Job Description

Successful candidates can expect to be involved in a range of the following:

• Provide excellent customer service using your communication skills to help a range of claimants, some with very complex needs
• Encourage those claimants accessing Universal Credit to apply online and maintain their claims independently online where possible
• Support to claimants claiming benefits, helping them to take ownership and responsibility for their claim and to prepare for how their benefit might change in the future
• Provide coaching support to claimants, and directing them to an appropriate provider if necessary
• Build positive, trust-based relationships with claimants that encourage and motivate
• Handle sensitive and challenging situations with claimants, which can be via telephone
• Confidently use digital services, such as Microsoft word, outlook and excel
  
  

All prospective applicants should fully consider the candidate pack before applying.

Successful candidates can expect to be involved in a range of the following:

• Provide excellent customer service using your communication skills to help a range of claimants, some with very complex needs
• Encourage those claimants accessing Universal Credit to apply online and maintain their claims independently online where possible
• Support to claimants claiming benefits, helping them to take ownership and responsibility for their claim and to prepare for how their benefit might change in the future
• Provide coaching support to claimants, and directing them to an appropriate provider if necessary
• Build positive, trust-based relationships with claimants that encourage and motivate
• Handle sensitive and challenging situations with claimants, which can be via telephone
• Confidently use digital services, such as Microsoft word, outlook and excel
  
  

All prospective applicants should fully consider the candidate pack before applying.

Person specification

Who are we looking for?

Essential Criteria

• Effective decision-making skills (The ability to gather and understand complex information to make informed decisions based on evidence). (Lead Criteria)
• Excellent communication skills (The ability to effectively communicate in English, both verbally and in writing).
• Exceptional customer service skills (The ability to resolve customer queries in what can sometimes be a sensitive or challenging environment).
• Quality Service (Provide an excellent quality service to all claimants, using feedback to enhance the service you provide).
  
  

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Communicating and Influencing
• Making Effective Decisions
  
  

Alongside your salary of £26,770, Department for Work and Pensions contributes £7,755 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

DWP have a broad benefits package built around your work-life balance which includes:

• Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
• Generous annual leave – at least 23 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave.
• Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
• Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
• Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.
• Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
• An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.
  
  

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

Application Process

Selection will be by an online test, written sift, followed by a video interview.

As part of the application process, you will be asked to complete a CV and personal statement. Further details around what this will entail are listed on the application form.

After submission of the first stage of your application you will be invited to complete a Civil Service Judgement Test and Customer Service Skills Test. If you successfully pass the test, you will be invited to complete the final stage of the application.

Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23:55 on 13th June 2025. If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.

Our online test supplier (Talogy) will be performing a scheduled release at both

• 1am on Saturday 31st May 2025. At this time there will be up to 4 hours where candidates will not be able to access tests. AND
• 5pm on Sunday 1st June 2025. At this time there will be up to 1 hour where candidates will not be able to access tests.
  
  

All Online Tests will be affected.

Candidate impact

Candidates who are taking the test when the downtime starts will have their test paused. They will be able to pick up where they left off after the downtime. They can

do this by accessing the test again from their application centre.

Candidates Will Not Be Able To Launch New Tests During The Downtime. Candidates Reporting Issues Should Be Advised To Return To Take The Test Until

• after 5am on Saturday 31st May. The release window is 1-5am AND
• after 8pm on Sunday 1st June. The release window is 5-8pm.
  
  

Civil Service Judgement Test

The Civil Service Judgement Test (CSJT) is an online situational judgement test.

It measures your ability to demonstrate judgement and decision-making regarding specific Civil Service Behaviours, which have been selected as important for success in your chosen job.

Customer Service Skills Test

The Customer Service Skills Test is an online test of your skills and abilities in relation to customer service roles and provides a realistic preview of what is typically involved in such roles in the Civil Service.

The test assesses your skills and abilities in three ways:

Your ability to manage difficult customers

Your judgement and decision-making abilities in relation to a range of scenarios customer service advisors are likely to encounter in the Civil Service

Your attention to detail and ability to work quickly and accurately under timed conditions

Sift and interview dates to be confirmed.

CV

The CV is an on-line tool accessed through the Civil Service Jobsite and there is no requirement to upload your personal CV. Our CV element is short, and allows an initial check of eligibility, so please put the main content of your evidence and skills in your Personal Statement.

Personal statement

When completing your 500-word, personal statement, please read and understand the Key Criteria thoroughly as this is what your written evidence will be assessed against.

Should a high volume of applications be received, an initial sift may be conducted using the Lead key criteria. Please note if high application volumes are received, we may also raise the benchmark score on the sift. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards.

Your layout is entirely your preference; you may choose narrative, bullets, etc. You may choose to address each criteria separately, however, one narrative example may cover and evidence several key criteria. You may not be able to meet all the key criteria, but please ensure you evidence: the key personal requirements and what have you done that relates to the requirements.

You don’t have to explain the whole process, just what you have done and the skills and experience you have used. Share with us what makes you suited to this role and why, what you can do and the skills you have that are transferable to the key requirements, and the life experience or passion you have that are linked to this role.

The written evidence you provide must relate to your own experiences.

Important Information

Personal details that could be used to identify you including your name, contact details and address must be removed for your application to be considered. If your personal statement contains any personal details your application will be withdrawn

You will be asked to provide written evidence in your 500 word personal statement against the following written criteria:

Effective decision-making skills (The ability to gather and understand complex information to make informed decisions based on evidence). (Lead Criteria)

Excellent communication skills (The ability to effectively communicate in English, both verbally and in writing).

Exceptional customer service skills (The ability to resolve customer queries in what can sometimes be a sensitive or challenging environment).

Quality Service (Provide an excellent quality service to all claimants, using feedback to enhance the service you provide).

The written evidence you provide must relate to your own experiences.

(Note: If you do not have work based examples then please give examples from school/college, clubs, volunteering or other activities you have been involved in).

Should a large number of applications be received, an initial sift may be conducted using the lead behaviour, Making Effective Decisions. Candidates who pass the initial sift may be progressed to a full sift and/or progressed straight to interview.

AI

We recognise that AI may be helpful when applying for this role, but it is important to use it in the right way. Read our DWP AI Candidate Guide on how to make the best use of Gen AI while ensuring your application remains authentic and effective.

In the event of a low number of applications, candidates may be progressed to interview without their written application being sifted

Once you have submitted your application it cannot be amended.

If you meet the required standard on your written evidence, you will be invited to a live video interview.

Please note the interviews will be conducted by video and you will need to use your personal device to access the platform. We will provide instructions at the time as to how you do this.

The interview will include a blend of strength bases and behaviour-based questions:

Civil Service key elements, of which you will be asked to provide examples of each of following behaviours: -

Managing a Quality Service

Communicating and Influencing

Making Effective Decisions

Please see Success Profiles via link in this advert that gives details about the behaviours and their demonstration to level 1 standard.

After The Interview

Once all the interviews have been conducted, candidates will be notified of the outcome by email.

Reserve List

The reserve list will be held for a minimum of 3 months. This period may be extended up to a maximum of 12 months. The reserve list may be used to offer future vacancies as well as being used to offer future Fixed Term Appointment (FTA)

Further Information

Find out more about Working for DWP

Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare; for further information visit the Childcare Choices website.

New entrants are expected to join on the minimum of the pay band.

If successful and transferring from another Government Department a criminal record check may be carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service/Disclosure Scotland on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing [e-mail] stating the job reference number in the subject heading.

For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email [e-mail]

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

Existing Civil Servants and applicants from accredited NDPBs are eligible to apply, but will only be considered on loan basis (Civil Servants) or secondment (accredited NDPBs). Prior agreement to be released on a loan basis must be obtained before commencing the application process. In the case of Civil Servants, the terms of the loan will be agreed between the home and host department and the Civil Servant. This includes grade on return.

Important

Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing.

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action.

Reasonable Adjustment

At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.

We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via [e-mail] as soon as possible before the closing date to discuss your needs.

Complete the “Reasonable Adjustments” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Feedback

Feedback will only be provided if you attend an interview or assessment.

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This Job Is Broadly Open To The Following Groups

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
  
  

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job Contact

• Name : [e-mail]
• Email : [e-mail]
  
  

Recruitment team

• Email : [e-mail]
  
  

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DWP by email: [e-mail].

If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Click here to visit the Civil Service Commission.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Part-time

Job function

• Job function

  Administrative

• Industries

  Government Administration

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